Yizreel - Customer Service Representative

Demonstrated experience with Salesforce.

Demonstrated experience with Internal CRM.

Demonstrated experience with Google Workspace (Drive, Docs, Calendar, Sheets).

Demonstrated experience with Payment Processing Systems.

Demonstrated experience with Credit Card Services.

Handled inbound calls regarding auto and fire insurance policies, providing accurate information on coverage, payments and policies structures.. Contributed to customer retention by offering effective solutions and ensuring positive customer experiences aligned with company guidelines.. Ensured document integrity by identifying missing information and facilitating the secure transmission of required paperwork via email.

Provided empathic, multi-channel support (Phone, Email, SMS) to patients and caregivers.. Ensured data integrity and HIPAA compliance when updating sensitive patient information.

Drove customer loyalty through expert handling of upgrades, insurance claims and device lease agreements.. Identified revenue opportunities through soft-selling techniques and personalized plan recommendations.

Performed soft-troubleshooting for mobile device and service connectivity to resolve technical issues on the first contact.. Achieved a 100% CSAT and FCR rating while averaging 5 surveys per day through effective problem-solving.. Maintained an attendance rate of 90%+ and managed discretionary fee waivers within a strict $50 limit to protect company revenue.

Research, track, and resolve B2B payment discrepancies and invoice processing issues within the AvidPay Network.. Manage a daily volume of ~25 vendor contacts while maintaining a 14-minute Average Handle Time (AHT).. Evaluate vendor inquiries to route specialized cases to the correct internal departments.. Validate confidential vendor documentation, including direct deposit details and payment preferences.

Managed a portfolio of 150 concurrent profiles with a 100% on-time compliance and verification rate.. Identified, diagnosed, and resolved reporting errors within application structures (EVV/Medflyt).. Logged 100% of interactions within Salesforce CRM to maintain an accurate audit trail.

Coordinated and maintained scheduling across 50 distinct vendor accounts concurrently.. Served as a verification bridge between multi-party systems, validating account updates and payments.

Performed technical soft-troubleshooting for mobile operating systems, cellular hardware, and network connectivity.. Resolved network/signal issues (dropped calls, no-service conditions) and assisted with device setup and APN provisioning.. Handled SIM and IMEI activation issues and investigated billing/data usage discrepancies.

Conducted high-volume device troubleshooting (SIM/activation, APN, signal/connectivity), achieving a 90%+ resolution accuracy baseline.. Resolved billing discrepancies related to plan changes and data usage.. Logged 100% of platform interactions for consistent record-keeping.