Wanda Duggins

Oversaw company-wide customer experience initiatives in a remote call center environment, improving KPIs, NPS and operational efficiency while leading 21 direct and 382 indirect reports. Implemented CX strategy, training, and cross-functional changes to increase customer satisfaction and brand loyalty.

Managed billing support for a Fortune 500 SaaS client remotely, developed processes, training and knowledge bases, and reduced initial contact time from 48 days to 2 hours while cutting ticket backlog from 1,500 to 40 in three months.

Provided remote customer and technical support via phone, chat, social media and Zendesk to ensure uninterrupted access to streaming content and high customer satisfaction.

Served as first point of contact for membership inquiries remotely, verified HIPAA-sensitive accounts, resolved eligibility and payment issues, and maintained accurate member documentation.

Provided remote retail customer care support for Apple-related inquiries, handled escalations, developed solutions for complex issues, and identified trends to recommend process improvements.

Managed client databases and conducted outbound/inbound interviews for insurance applications remotely, resolving service issues and documenting interactions per client guidelines.

Handled inbound calls for medical product inquiries, confirmed insurance eligibility, processed orders and maintained accurate customer records remotely.

Managed inbound customer calls for orders, returns and scheduling, processed rebates and upsold products to retain customers while maintaining accurate records remotely.