At CVS Health, I supported members with healthcare coverage, benefits, medication inquiries, and digital health tools. I explained eligibility, copays, deductibles, and plan details in clear, easy-to-understand language.
I managed 1,500+ monthly interactions while exceeding call quality and customer satisfaction metrics. I documented interactions in Salesforce and EMR systems, maintaining compliance and quality standards.
At Comcast Xfinity, I managed inbound and outbound sales calls, converting inquiries into new service enrollments. I achieved a 65% conversion rate on qualified outbound leads.
At Lyme Technology Solutions, I handled billing, service, and account issues and explained technical and billing processes step by step. I maintained a 96% satisfaction score and collaborated with internal teams on complex issues requiring multi-system research and documentation.
