Inbound/outbound Customer Service Representative/expediter
CSA for insurance company at which I responded on daily basis to all incoming phone calls, emails faxes and voice mails that came into the customer service department; responsible for resolving issues regarding: claims information, payment information, eligibility, policy information, and any other problems or questions they may have; maintained a daily record in stats and quality with an emphasis on accuracy and timeliness; resolved escalated customer issues through peer counseling and coaching.
- The only CSA representative given the additional title Expediter, that was created to respond to all customer service department emails.
- Led the team on a monthly basis in stats and quality. The number 1 producer every month.
- Eliminated a backlog of phone calls, emails, and voicemails received.