Sequoia Hines

• Addressed member inquiries with timely and professional responses via phone and secure message interactions.
• Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
• Enhanced member care by implementing effective case management strategies and collaborating with multidisciplinary teams.
• Improved client satisfaction by providing exceptional customer service and addressing their inquiries promptly.

• Provide technical support for multiple device set ups, account activity update and enrollment of features
• Issue billing credits/adjustments based on account details and customer input
• Provide a premier support experience while also educating customers about their products

• Assist clients with managing Life Insurance/Investment products by providing status updates, values and coverage information.

• Provide scheduling for large store deliveries
• Payment processing and client feedback regarding orders
• Troubleshooting/technical support for clients navigating the online order system and application

Handle all escalated calls regarding passport issues/processing

• Provide application status updates on customer's processing health insurance application
• Provide general information about the Affordable Care Act.
• Expedited passport applications by effectively managing high-volume workloads and prioritizing tasks.
• Assisted customers with complex cases, resolving issues promptly and professionally.