-Delivered multi-channel customer support (chat, email, and phone) for a U.S.-based healthcare account, addressing member inquiries related to insurance benefits, claims, billing, and technical issues.
-Provided empathetic, accurate, and efficient service in a high-volume environment, maintaining a strong focus on customer satisfaction and professionalism.
-Resolved software and hardware concerns, including login errors, account access, and system navigation, ensuring timely solutions while maintaining compliance with HIPAA and data security regulations.
-Achieved and consistently exceeded key performance metrics, including First Call Resolution (FCR), Customer Satisfaction (CSAT), and Average Handle Time (AHT).
-Documented all interactions accurately using CRM and ticketing systems such as Salesforce, GURU, and WIKI, supporting clear communication and case tracking.
-Collaborated with internal teams to escalate complex cases, ensuring prompt and effective resolution.
-Recognized for attention to detail, adaptability, and the ability to maintain customer trust during sensitive healthcare-related conversations.
