Ana Belen Blas Rodriguez

During that period I was in charge of 15 agents, and they had to complete evaluations or surveys to retired members. They would make about 200 calls per day. Our goal was to complete as many surveys as possible. When needed I would take calls and complete surveys as well. When new people were hired I would train the agent. Here below I will list some of my job descriptions;

• Management of large numbers of incoming phone calls.
• Building sustainable and trusting relationships with customer accounts through open and interactive communication.
• Monitoring of response times and definition of customer satisfaction indicators.
• Teamwork to meet objectives.
• Monitoring the good development of the projects to guarantee their fulfillment promptly.
• Evaluation of employee performance according to established internal criteria.
• Cordial treatment with customers and suppliers, and agile resolution of potential incidents.

My first role as an agent was to take calls for health insurance which was United Health Care, I would take calls for doctors & nurses. Providing information for their members/patients about coverage, if the member was eligible for any medical procedure.

• Punctual compliance with the schedules within the day.
• Reception of customer complaints, comments, and suggestions to share them with bosses and improve the service.
• Attention to customer calls answering their questions and needs.
• Transfer of customer service requests to specialized departments.

As a trainer, I had to train the newly hired employees. My biggest class was 35 Agents, keeping the class fun and learning. Adapting to all types of learning styles.

As a QA analyst, my job was to audit calls and determine what are the areas of opportunity. If an agent made a mistake during the calls, such as an incorrect benefit or wrong information, I had to personally call them back and provide accurate information.

My job was to help customers locate their packages that seem to be missing or arriving late. Part of that was that we had to contact the carrier to see if the package would be delivered late or if the package was lost. As well contact the seller to whom the member was purchasing the item because they had an issue or the item was not what they expected. Lastly, I would help the members if they had any questions about products from the website (Amazon.com), as well as find items or guide the member.

My job was to help members who had questions about their bills. My job was to explain the bill, in case the bill had any additional charges, or pro-rates of any new services added to their bill. Apart from that as well I worked for a department called Bulk. In Bulk I had 9 different skills:

• Sales

• Billing PPV
• New Customers
• Tech Support (Phone)
• Tech Support (Cable)
• Tech Support (Internet)
• Tech Support (X1)