Joswa Santana

Helping customer with the phone services

• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Streamlined call center processes for improved efficiency and reduced wait times.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Helping members with the health insurance and prescriptions

• Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
• Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.

• Implemented feedback-driven improvements, resulting in increased customer satisfaction scores.
• Worked closely with other departments to resolve complex issues quickly and effectively.
• Developed strong rapport with customers, fostering loyalty and repeat business.
• Served as a mentor for new hires, sharing expertise on best practices for successful customer interactions.
• Trained to cover Supervisor position