As a seasoned professional with a diverse background, I bring a unique blend of skills and experiences that encompass both business process automation and customer care management. My career journey reflects a commitment to efficiency, quality, and exceptional service delivery.
Virtual Assistant (August 2023 - Present):
- Proficient in handling a myriad of tasks remotely, showcasing adaptability and organizational skills.
Business Process Automation Engineer (2022-Present):
- Design and test automation solutions to enhance operational efficiency.
- Identify and resolve bugs and quality issues in development and business processes.
- Proactively eliminate manual tasks through coding and system utilization.
Customer Care Team Lead (2021-2022):
- Successfully led a team to consistently meet and exceed KPI targets and SLAs.
- Provided ongoing support and encouragement to team members, fostering a positive working environment.
- Expertise in healthcare, accidental, and life insurance benefits across the US, Canada, and Ireland.
- Developed and monitored daily schedules for chats and emails, ensuring seamless customer interactions.
Customer Care Agent / Claims Specialist (2018-2021):
- Managed online chat requests and offline chat distribution, handling multiple chats simultaneously.
- Conducted outbound calls for carriers and members, ensuring timely updates to processes.
- Maintained confidentiality and customer confidence while processing claims with 100% accuracy.
- Exceeded the daily SLA of 95%, showcasing efficiency and attention to detail.
Quality Auditor (2015-2018):
- Documented underwriting errors, determining error levels for each underwriter.
- Contributed to process improvement through active participation in focus group committees.
- Saved the company thousands of dollars by suggesting cost-saving measures in reducing spending on medical records.
- Developed Excel spreadsheets utilized by managers, showcasing analytical and problem-solving skills.
Key Strengths:
- Proven expertise in automating business processes, leading teams, and ensuring high-quality customer care.
- A track record of exceeding performance metrics and achieving results in diverse roles.
- Strong analytical and problem-solving skills with a keen eye for process optimization.
- Excellent communication and leadership abilities, fostering collaboration and achieving organizational goals.
In summary, I offer a unique blend of technical proficiency, leadership acumen, and customer-centric focus. My passion for process improvement and dedication to delivering exceptional service make me a valuable asset to any team. I am eager to bring these skills to a new challenge and contribute to the success of your business.