Audrey

Humphery

• Contact Center receiving an average of 75 calls per day • Assist customers by quickly resolving insurance and payment issues • Daily communications in multiple Microsoft Teams groups to resolve customer issues • Track and monitor insurance for home owners, condos, flood, fire & hazard • Apply, manage and track lender placed insurance • Process and track insurance payments • Provide customer support to team members and customer services center • Utilize multiple resources to track insurance documents and payments for verification • Document all customer transactions using required systems of tracking

• Answer incoming phone calls from customers, caregivers, and applicable referral sources regarding various home health and home care services • Utilize company resources/website to navigate customer concerns • Development and maintenance of senior referral service utilizing multiple computer screens and programs • Prepare CNA/Caregiver work schedules • Handle high call volumes day to day • Process orders for services for new and existing clients, collecting necessary information for insurance billing; collect payment as needed • Use provided resources/company websites to navigate customer's concerns • Consult with Owner/Administrator on complex and unusual problems, and daily activity reports • Ensure customer satisfaction and provide professional customer

• Taking inbound phone calls, answering chat messages and responding to emails from TurboTax customers to assist them with all their TurboTax product needs • Communicating continuously in Microsoft Teams with Leads, Subject Matter Experts and Team Members to resolve product and customer support issues • Utilizing Amazon Connect ECUI v2 Phone and Messaging Tool to visually assist customers using SmartLook to navigate on customer’s screen to problem-solve tax preparation issues and troubleshoot product use issues • Documenting calls, status, updates and resolutions in appropriate reporting systems • Simultaneously navigating multiple systems, programs, and screens to perform daily duties