A professional approach in answering Calls/Chats/Emails and provide information about products and services, taking input of issues and their redressal thereof.Ensure all quality perimeters are met on every phone call/chat and email.Maintaining records of transactions and interactions.Appropriate and timely follow-ups wherever required.Escalate unresolved queries to respective departments for accurate redressal.

Respond to customer queries in a timely and accurate way, via email or chat.Identify customer needs and help customers use specific features.Update internal databases with information about issues and useful discussions with customers.Monitor customer complaints on social media and reach out to provide assistance.Share feature requests and effective workarounds with team members.Inform customers about new features and functionalities.Reply to the prospect with detailed answer to generate the leads for clients.

Bill the claims on client portal.
Under the issues and resolve through portal.
Coordinate with client on call to making the claims process smooth.
Updating the patient's record on websites.
Club informational from various websites and insert data into Doctor's portals.
Updating the patient eligibility record as per the ansurance enrolled.

Ensure daily Quality targets are achieved on daily basis set by the manager.
Guide and lead assigned team and manage day to day quality matters.
Identify critical business areas regarding quality and propose corrective actions to eliminate them.
Ensure quality SLA with client is met.
Maintain healthy and motivating environment for quality team assigned.
Managing a team of 30+ agents
Responsible for their adherence, productivity, training and grooming
Weekly & monthly management reporting & day to day assigned tasks from management
To ensure customers are being handled as per defined SOPs
Responsible for all process related communications, disseminations, updates and red books to be rolled out.
Responsible for enhanced customer experience by achieving desired score

Have strong written communication skills to positively engage with the audience on a daily basis.
I havepeople person personality, enjoys engaging with customers as well as providing excellent customer service to the online community.
Prepare reports related to customer experience, customer needs, recurring issues and tickets turnaround time by collecting and analyzing customer queries data.
Follow up with clients to ensure their technical issues are resolved as well as a collection of feedback
Maintaining a pleasant working environment for team

During this I have done process the pdf files received from client end, In which we audit the whole package and mark the possible rejections (Mark the rejections like borrower\'s sign/date, acknowledgment of document should be filled by Notary officer)
Verification of state/county required forms.
Extraction and uploading of required documents from client end.
Posted the rejection comments in Client provided application & Web Portals as well.
Client SOPs must be followed during the processing.
100 accuracy on TAT