* Provided excellent customer service for an average of 60 calls per day * Answered customer inquiries regarding all facets of automobile policies * Provided enhanced customer experiences generating and retaining loyal clientele * Advocate for the resolution of customer concerns * Awarded ‘employee of the quarter’ for consistently executing inbound call support higher than the national average according to MGMA standards

* Assist customer relations coordinators with questions and concerns regarding subscriber’s accounts * Supervise, up train and develop over 30 customer relations coordinators regarding subscriber’s accounts * Review teams daily/weekly/monthly telephone statistics to assess productivity levels to determine coaching needs * Assist customer relations coordinators with all escalated calls * Assisted supervisor with over 30 customer relations coordinators as primary support * Assisted managers and supervisors with resolutions to corporate complaints logged by subscribers * Provided customer service for an average of 60 calls per day, answering customer inquiries, solving problems and promoting new products * Investigate and resolve corporate customer inquiries and complaints in a timely and empathetic manner

* Content expert of products supporting multiple service lines and specialty practices * Ensure support of team Supervisor through enforcement of quality and strategic objectives * Create and maintain reference and training guides used as daily supportive tools * Orchestrated hands on training sessions in support of the practices for the physicians * Managed outbound contact for inquiries through alternate means (i.e. email) * Important point of contact for patient escalations and team members searching for higher level support * Assist in quality assurance initiatives for optimization * Lead the initial Collaborative Action Team resulting in the production of a concierge group * Support and administer best practices as well as the organization’s core values driving the mission of health, wellness and superior medical services * Awarded the Innovation Award in 2014 * Leader of the first Collaborative Action Team