Assist members with questions related to billing, claims, benefits and eligibility, enrollment, and account information. Handle inbound and outbound calls, research account information, and work across multiple systems to resolve customer concerns. Handle escalated and complex cases, including supervisor calls, while documenting interactions and following the appropriate resolution process. Research member accounts and system information to investigate issues, identify discrepancies, and determine the appropriate next steps. Document customer interactions, findings, and actions taken while following company procedures and privacy requirements. Communicate internal issues and escalations through email, providing clear information for further investigation and follow-up. Worked as a Subject Matter Expert for approximately two years, assisting agents with process questions, complex cases, and system navigation. Supported refresher sessions and coaching activities on topics including First Contact Resolution (FCR) and Customer Satisfaction (CSAT). Completed a four-month Temporary Supervisor assignment, supporting team members and assisting with escalations and daily operational needs.

Assisted customers with mobile service issues, account questions, billing concerns, and service-related problems. Reviewed customer accounts and invoices to identify discrepancies and report anomalies. Processed credits for minutes and mobile data for prepaid and postpaid plans according to established procedures. Provided support through inbound calls while reviewing account and service information to identify solutions. Worked in the Back Office department for approximately six months, following up on previously reported technical issues and providing updates until resolution. Tracked technical cases and customer requests, making sure reported issues received the necessary follow-up. Supported customer retention by addressing service concerns and finding appropriate solutions based on each customer's situation.

Assisted customers with questions about shipping costs, estimated delivery times, and shipment status. Coordinated with carriers to research shipping issues and provide customers with accurate updates. Handled customer concerns while maintaining service quality and supporting customer retention.