Shedy Nj
@shedynj
I resolve insurance and e-commerce customer issues across voice, chat, and email with high CSAT and first-call resolution.
IndiaWhat I'm looking for
At TTEC supporting United Healthcare, I handle insurance claims and benefits queries for members and providers in a high-volume international voice environment. I maintain a 4.9/5 CSAT score, call quality above 98%, and a 93% first-call resolution rate.
I manage customer records in Salesforce, identify recurring issues proactively, and have been recognized as a top performer for six consecutive months. I also train new-hire batches on process workflows, call handling, and CRM usage while managing live support.
Previously, at Frontizo Business Services on the Amazon process, I managed 70–90 inbound international contacts daily across voice and live chat. Over 22 months, I maintained a 4.8/5 CSAT score and achieved a 91% first-call resolution rate while supporting escalations and complex customer queries.
I've also completed six months of fully remote work with a self-equipped home setup, bringing reliable, self-disciplined support across voice, chat, and email channels.
Experience
Work history, roles, and key accomplishments
Customer Support Associate
TTEC
Jul 2025 - Present (1 year 1 month)
Handle insurance claims and benefits queries for members and providers in a high-volume voice environment, maintaining a 4.9/5 CSAT score and call quality above 98%. Achieved a 93% first-call resolution rate and trained new-hire batches on process workflows and CRM usage.
Managed 70-90 inbound international contacts daily across voice and live chat channels, maintaining a 4.8/5 CSAT score and 91% first-call resolution rate. Provided floor support and completed six months of fully remote work.
Education
Degrees, certifications, and relevant coursework
Shedy hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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