Professional/Patient conflict resolution led to no angry call escalated o supervisors.
Utilized extensive customer service skills to be recognized as one of the most courteous representatives.
Assist consumers with inquiries regarding their current health care status, including APTC s, MAGI, QHP s and Medicaid choice programs.
Provide assistance in enrolling consumers into health plans and set up broker assistance when needed.
Part of internal desk review team that screened cases that could not be handled by regular CCR s to determine
If they should be escalated to an external dept. or provided instruction to CCR on how to resolve issue.
Converted to Permanent employee after 9 months of employment as a temp
Promoted to Internal Desk Review team (JIRA) after 6 months on assignment while still a temp employee.
Consistently obtained highest QA scores in Unit
Consistently recognized as one of the most productive and accurate members of the JIRA team
Consistently achieved perfect attendance awards
Areas of responsibility included, Reservations, Scheduling, Guest Services & Guest Relations.
Mastered all 4 functions in my area to provide backup to my staff. As a result, I was able to implement new procedures to enable functions to operate more efficiently.
Established cross training of functions to better manage functional work flows.
Direct supervision of 4 full time permanent team members + 12 interns and volunteers.
Responsible for multiple interfaces to various dept heads, such as Maintenance, housekeeping & Food services. These interfaces had to have a high degree of accuracy for the guests arriving at our campus.
Management of multiple high priority projects simultaneously.
Plan, Organize & implement Special events for the organization.
Updated office best practices & procedures, in addition to training manuals & Job descriptions.
Analyzed past & current year financials and reported to management.
Extensive use of Microsoft office, constant contact, Etapestry (fundraising, donor database software) & RezStream (property management software).
Maintained social media presence.
Team Player with strong communication skills. Sharp attention to detail and strong analytical skills.
Organized travel and transportation logistics for over 3,000 short term missionaries visiting NYC.
Created detailed itineraries for groups while in NYC
First point of contact for all incoming calls where customer service was of the utmost importance.
Handled high volume of incoming calls of customers making group reservations to stay at the NYC campus.
Point person to answer questions and to resolve any and all issues in a timely and courteous manner.
Extensive phone solicitation (outbound calls) to introduce new organizations to the Confidential ministry.
Used RezOvations (Property Management Software) to verify building occupancy.
Used authorize.net to collect credit card payments over the phone.
Coordinate Payment Plans with group leaders and our financial management team.
Responsible for constant communication with team leaders from booking until their arrival at our campus.
Received high marks on the Dale Carnegie customer service training modules.
Successful in a high volume outbound call center where pay was based on performance.
Pursued hot leads of anyone who ever bought a ticket to the New York City Opera
Converted single ticket buyers into subscribers of 3 or more operas.
Received consistent notice from management for meeting or exceeding sales targets