BookkeeperBookkeeper

Key Achievements:

As a Real-Time Analyst, I monitored call volumes, queue activity, agent productivity, and adherence to ensure service level goals were consistently met. I analyzed intraday trends to identify performance risks and recommended proactive solutions such as staffing adjustments or workflow changes. My role included executing real-time schedule modifications, including break changes, skill reassignments, and offline task distribution, while maintaining clear communication with team leads, supervisors, and operations leadership regarding performance updates and staffing challenges. I generated and interpreted intraday and end-of-day reports highlighting key metrics such as service levels, occupancy, handle times, and adherence. I also coordinated responses to unexpected volume spikes, system outages, and disruptions to minimize operational impact. Throughout, I maintained accurate logs of schedule changes and decisions, supported broader workforce management tasks, and contributed to process improvements by identifying inefficiencies and recommending best practices.

Key Achievements:

As a Customer Service Representative in a healthcare account, I assisted patients and members with inquiries about benefits, coverage, claims, and billing while ensuring accuracy and compliance with healthcare guidelines. I verified information, resolved issues, documented interactions, and provided clear, compassionate support. I followed HIPAA standards, met quality and performance goals, and helped deliver a positive and efficient customer experience.

Key Achievements:

Create and manage letter of authorization for member's service, updating authorization records and explaining authorization status