At ADT Security, I manage high-volume inbound calls from marketing campaigns and partner channels, qualify prospective customers, and generate sales opportunities through warm transfers to licensed sales representatives.
Previously at Fenix Global, I managed 90+ daily customer interactions across healthcare, pharmacy support, patient assistance, benefits inquiries, dispatch, and delivery coordination. I investigated billing issues, claim denials, coverage gaps, and documentation discrepancies while coordinating patients, providers, pharmacies, and internal teams.
I also supported 1,100+ weekly requests across phone, email, and chat, using Salesforce to document customer interactions, qualify prospects, and improve CRM data accuracy. Earlier, I achieved a 90% first-level issue resolution rate while supporting 50+ customers daily and creating upselling and cross-selling opportunities.
I bring experience with Salesforce, Zendesk, Epic, Cerner, Five9, HubSpot, Microsoft 365, and Google Workspace, along with PMP, Certified Scrum Master, and Microsoft Office Specialist certifications.
