Este es mi perfilContactar vía CazVidEste perfil está escrito en inglés
Michelle
Subject Matter Expert (SME)
Contacto
Competencias
Demonstrated experience with Strong listening and verbal communication skills.
Demonstrated experience with Team player.
Demonstrated experience with Customer oriented.
Demonstrated experience with Excellent investigative and problem solving skills.
Demonstrated experience with Effective time management and good interpersonal skills.
Educación
Resumen
Subject Matter Expert (SME) open to new opportunities
Experiencia
Subject Matter Expert (SME)
Assist customer service Advocates by answering questions and providing guidance on policies, procedures, and customer interactions.. Provide ongoing training, coaching, and operational support to improve Advocate knowledge and performance.. Monitor, listen to, and grade customer service calls to evaluate quality and identify opportunities for improvement.. Handle escalated customer calls, using active listening, professionalism, and problem-solving to address complex concerns.. Serve as a resource for Advocates who need clarification, assistance, or support with challenging customer situations.. Provide constructive feedback and reinforce consistent customer service practices and performance standards.
Customer Service Representative – Work From Home/Remote
Taking inbound and outbound calls.. Assisting customers with eligibility and benefits coverage.. Determined the status of claims.. Identified errors associated with the processing of claims and assisting with escalations.. Evaluated customer concerns and resolved problems to customer satisfaction.. Adhered to companies policies to meet applicable targets (ACW, AHT, AUX and quality target).
Administrator
Assisted with resident admissions, administrative procedures, and the coordination of required documentation.. Reviewed resident medication information and records as part of administrative recordkeeping.. Trained caregivers on daily tasks, routines, and responsibilities to support consistent facility operations.. Maintained and updated resident files, ensuring records were organized and current.. Scheduled residents' medical appointments and assisted with coordinating care-related arrangements.. Updated staff schedules, assigned duties, and supported daily staffing coordination.. Coordinated administrative activities and communication between residents and staff.. Handled confidential resident and facility information with discretion and attention to detail.
Quality Analyst Senior Associate - Xerox Athena - US Billable Team
Listened to and graded recordings.. Collected and displayed data for quality improvement initiatives within the department and communicated the results of Quality reviews and call monitoring to management in a weekly PowerPoint presentation.. Participated in conference calls with the client to discuss improvements or updates within the department.. Provided coaching, feedback, and side-by-side support with agents.. Completed Microsoft Excel sheets with individual scores weekly and at year end for performance reviews.. Took escalated and billable calls while monitoring call queues.. Completed revenue reports and PowerPoint presentations showing agent progress for discussion with clients and management during the Supervisor's absence.. Completed payroll for each agent during the Supervisor's absence.. Completed product training for new hires for the Athena Billable Supplies Team.. Provided floor support and on-the-job training for new hires for the Athena Billable Supplies Team.
Supervisor - Xerox Athena - US Billable Supplies Team
Completed monthly one-on-ones, weekly side-by-sides, and remote monitoring for each agent.. Reviewed each agent's attendance and provided updates on their work ethics.. Completed daily revenue reports and PowerPoint presentations showing agent progress to discuss with clients and management.. Completed payroll for each agent.. Found different ways to motivate agents.. Took escalated calls and monitored call queues.
Quality Analyst - Xerox Athena-US Billable Supplies
Listened to and graded recordings.. Collected and displayed data for quality improvement initiatives within the department and communicated the results of Quality reviews and call monitoring to management in a weekly PowerPoint presentation.. Identified causes of errors and opportunities to improve revenue.. Provided coaching, feedback, and side-by-sides with agents.. Completed Microsoft Excel sheets with agents' quality scores weekly and at year end for performance reviews.
Quality Analyst - United Health Group
Listened to and graded calls.. Collected and displayed data for quality improvement initiatives within the department.. Communicated the results of Quality reviews and call monitoring in management reports within specified timeframes.. Identified root causes of errors and opportunities for defect reduction.. Provided appropriate coaching based on call monitoring results (internal/external) for individuals and groups.. Liaised with the Management team regarding quality results, concerns, and ideas for improvement.. Reviewed external results below acceptable quality targets (accuracy-related), communicated personal findings, and prepared rebuttals if scored inappropriately.. Participated in a Job Fair, interviewing new hires to determine their speech and reading skills.
Customer Service Representative – United Health Care
Verified member eligibility and benefits coverage.. Determined the status of medical claims.. Identified errors associated with the processing of claims.. Serviced inbound calls from healthcare providers.. Evaluated customer concerns and resolved problems to customer satisfaction.. Researched benefits and claims to provide clarification to healthcare providers.. Adhered to companies policies to meet applicable targets (ACW, AHT, AUX and quality target).
Filing Clerk
Wrote summons according with regulations to offenders and delinquents.. Sorted and filed Ticket Books as prescribed by Senior Court Officer.