Verified dental insurance policies to confirm patients’ eligibility and benefits. Provided training to new agents. Participated in weekly calibrations to review processes and updates. Reviewed performance reports to improve verifications. Provided updates to policy verification based on process, carrier or system changes.

First point of contact for PlayStation gamers who needed help with console issues, games’ information, promos, gift codes and other gaming related tasks. Provided the product’s induction and training to new agents. Took part in weekly calibration sessions to identify areas of opportunity in internal procedures and evaluate training material. Created performance reports. Assisted with manager tasks and reviewed agent performance.

First point of contact for potential home service issues with effective communication via calls to determine the cause, solve the problem and schedule appointments if the issue required physical verification and testing. Efficiently verified customers’ home services and packages. Efficiently managed customers’ requests to cancel and/or reschedule their appointments offering alternatives based on availability.