Maricris Hernandez

ESCALATION TASK:

• Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
• Enhanced client satisfaction with regular communication and updates on task progress and outcomes through email or whatsapp message for updates and follow ups.
• Maintained comprehensive records of all escalated cases, tracking trends and identifying areas for improvement.
• Reduced case resolution time by closely monitoring progress and following up with relevant parties as needed.
• Kept accurate records of interactions to be used for quality assurance and future reference.
• Followed-through on all critical inter-departmental escalations to increase client retention rates.
• Responded proactively and positively to rapid change.

BILLING TASK:

• Researched and resolved billing discrepancies to enable accurate billing.
• Reduced errors in financial records by conducting regular audits of monthly and weekly billing accounts.
• Strengthened client relationships through effective communication regarding billing issues and concerns.
• Proactively inquired or addressed potential billing discrepancies by conducting pre-billing references.
• Generated monthly billing, weekly billing and posting reports for management review.