I trained and mentored numerous batches; new hires and existing customer service advocates, sharing expertise in health insurance processes, customer communication, and problem-solving. Contributed to the development of training materials and standard operating procedures.
I've participated in quality assurance initiatives, ensuring adherence to company policies, compliance regulations, and service-level agreements. Reviewed and analyzed customer interactions, providing feedback for continuous improvement.
I also do performance coaching to ensure that customer service advocates are at par with operations and service standards in terms of call quality and product knowledge.
