Julia Taladtad

· Training and mentoring group of CSRs to ensure KPIs are met

· Serve as Subject Matter Expert and do floor support while frontline representatives are performing their functions. Support the operation in investigating, reporting and identifying resolutions to enquiries and complaints

· Management and/or Client interaction whenever required

Supervisory/Management Responsibilities

· Will be responsible for enhancing the supervision and co-ordination of a team of CSRs and accepting full responsibility for the team.

· Handle inbound/outbound calls to support the operation in meeting the Service Level requirements

· Act in a professional and courteous manner when dealing with both internal and external customers

· Undertake basic administration to record and maintain daily reporting activities. Adhere to support the team’s administrative tasks.

· Assist Quality and Operations team in quality monitoring and coaching as needed

· Perform other duties as assigned by the Management

• Handling inbound calls from policy members, provider and producers with the utmost care, requiring professional telephone etiquette and excellent listening and problem-solving skills.
• Ensure that all inquiries are resolved utilizing the designated systems and processes presented during the initial training period. Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Ensure that KPI’s agreed on service levels (SLAs) are met without sacrificing the quality of service provided.
• Ensure that schedule adherence (shift schedule and off the phone schedules) is followed and escalate any issues to immediate supervisor pertaining to phone activities.
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties (i.e. Confidentiality, Anti-Fraud, etc.). Remain compliant with the relevant business, regulatory and legislative requirements (i.e. HIPAA).
• Responsible for meeting the agreed actions when enrolled to Performance Development Plan, when applicable
• Attend training sessions and develop capabilities as required by the management.
• Observe Company Policies and Procedures.
• Perform other duties as assigned by management.

• Resolved customer inquiries through effective communication and problem-solving techniques.
• Maintained accurate records of customer interactions.
• Trained new team members on customer service protocols and company policies.
• Implemented process improvements to enhance response times and customer satisfaction.

• Implemented improvements in checkout procedures, enhancing overall customer experience.
• Enhanced customer satisfaction through prompt assistance and addressing their inquiries.
• Facilitated smooth transactions by handling cash registers efficiently and accurately processing payments.

• Developed strong customer relationships through personalized service and product knowledge.
• Assisted in maintaining visual merchandising standards to enhance product displays.
• Collaborated with team members to achieve sales goals and improve store performance.