Caitlyn Silsby

Assist customers via-email, and over the phone utilizing multiple systems

Follow-up, review and update on unresolved issues

Recognize, document, and alert the supervisor of trends related to customer inquires

Screened resumes based on candidate qualifications

Source passive candidates though targeted and effective strategies

Oversee hiring process from start to finish

Utilized UKG Pro

Provides world class customer service to our internal and external customers

Analyzes problems and provides information & solutions

Consistently resolves customer issues with empathy and compassion via telephone and written correspondence for insurance benefits, provider contracts, eligibility and claims

Uses multiple systems daily as well as calls providers to resolve member issues

Seeks, understands and responds to needs and expectations of internal and external customers

Documents information, activities and changes in the company database

Demonstrates great personal metrics while providing amazing customer service skills

Helps with building new hires to a successful level to accomplish goals

Develops and maintains positive customer relations with various functions within the company to ensure requests and questions are handled in a timely manner

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Answered customer telephone calls promptly to avoid on-hold wait times.

Responded to customer requests for products, services and company information.

Provided primary customer support to internal and external customers.

Met customer call guidelines for service levels, handle time and productivity.

Provide world, to our internal and external customers

Develop New hires agents

Perform hands on practice with new agent on equipment and computer software

Conduct discussions with new hire call performance and provide constructive feedback

Provides quality customer and technical service through one call resolution and establishing long term customer relationships

Accurately responds to questions from new hires and assists customers with product features, installation ,setup, troubleshooting and hardware operations

Assists with thread support for a large team of new hires

Taking sup calls from highly escalated customers

Provides a one call resolution

Maintains above goal personal metrics

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Booking Birthday parties for internal and external customers in person and on the phone

Payroll

Providing a high level of customer service

Processing payments