At ICF International, Inc., I deliver phone, email, chat, and voicemail support for energy assistance programs. I maintain a 95% CSAT score and complete tasks with 100% completion.
At Matrix Absence Management, I guided claimants through FMLA and ADA leave claims, explaining eligibility and required documentation. I reduced leave request turnaround time by 50% through proactive follow-up and workflow optimization while handling sensitive records in compliance with HIPAA/PHI requirements.
Earlier, at WinCo Foods, I served more than 120 customers daily and processed transactions with 100% accuracy. Across my customer service work, I’ve also achieved an 85% first-call resolution rate and sustained 90% customer retention.
