Jeanpiere B.
Junior Customer Service and CRM Operations Specialist
Open to offersNew to PlatformAbout
Jeanpiere B. is a seasoned Customer Experience and Operations professional whose expertise spans digital chat support, voice-based service, and CRM operations within BPO environments. With a history of working with both individual consumers and business accounts, he excels in multifaceted roles, from claims processing at Ubiquity BPO with Assurant, where he meticulously handled mobile device insurance claims, to serving as an appointment setter for KM2 Solutions with Western Dental, orchestrating precise scheduling processes in compliance with HIPAA regulations. In previous tenure at ALORICA, supporting DIRECTV business accounts, he demonstrated proficiency in handling complex technical support and billing inquiries. Jeanpiere effectively utilizes his bilingual capabilities in English and Spanish to enhance communication, while his command over managing sensitive customer data, including consistent adherence to privacy compliance, sets a benchmark in quality service. He maintains a professional edge by efficiently navigating and updating CRM platforms, all while achieving targeted KPI, SLA, AHT, and ART objectives.
Experience
Appointment Setter
KM2 SolutionsCoordinated the scheduling of patient appointments with orthodontic providers, managing cancellations and modifications while ensuring precise calendar records. Engaged customers in consultative dialogue to comprehend their needs and facilitate the scheduling process, applying soft-selling techniques for conversion. Addressed objections and service inquiries consistently with a professional approach. Monitored appointment details for accurate registration and follow-up, complying with defined campaign standards. Handled sensitive client information in accordance with HIPAA and privacy regulations, maintaining accuracy across scheduling and documentation.Chat Agent
Ubiquity BPOProcessed mobile device insurance claims, validating policies and confirming customer eligibility against coverage terms. Analyzed submitted information to ascertain claim eligibility, addressing discrepancies before processing cases. Kept detailed documentation throughout the claim's lifecycle, ensuring accurate CRM record updates for administrative and auditing purposes. Coordinated device-replacement logistics with shipping carriers such as UPS, USPS, and FedEx while organizing necessary documentation for audits. Managed multiple chat conversations concurrently, utilizing various CRM and claims platforms to validate information and execute processes, consistently meeting KPI, AHT, ART, and SLA standards.Customer Service & Technical Support Representative
ALORICAProvided support for business accounts through chat and voice channels, assisting business owners and representatives with account, billing, and service inquiries. Addressed billing questions related to due dates, payment verification, and service changes. Delivered initial technical support by identifying and diagnosing service issues, coordinating with technical personnel when escalations were necessary. Processed One-Time Purchases and service activations, verifying customer eligibility and terms during NFL season transactions. Maintained accurate CRM records and completed After-Call Work (ACW) for voice and chat interactions.
Skills & Expertise
Education
- Technical High School Diploma in Computer Science / Information TechnologyNot Specified
- Medicine — First YearNot Specified