Reduced scheduling conflicts by 30% by managing complex multi-physician calendar coordination for PCPs and Pulmonologists across high-volume patient queues. Maintained 95%+ schedule adherence executing 80–100 outbound calls daily by implementing a structured prioritization system for follow-ups and appointment confirmations. Decreased insurance eligibility delays by escalating and resolving coverage discrepancies in real time, minimizing service interruptions for 100+ patients weekly.

Achieved 85%+ First Contact Resolution rate on complex hardware/software cases by applying structured diagnostic frameworks and internal knowledge base optimization. Retained an average of 12% of at-risk accounts monthly by deploying empathy-driven de-escalation and tailored retention offers during high-stress subscription calls. Sustained a 92% QA score across 60+ daily omnichannel interactions (phone, chat, email) by maintaining strict documentation standards in Zendesk and Avaya.

Processed 100% of fraud claims and billing disputes in compliance with KYC and AML regulations, maintaining zero audit findings during tenure. Achieved 80%+ CSAT resolving complex financial discrepancies by combining active listening with precise internal database documentation. Ensured full audit readiness by standardizing case documentation in the financial CRM, reducing rework on escalated cases.