vanezza D.

● Audited cases daily against SOP and compliance standards, identifying recurring issues and partnering directly with the client to design and implement corrective process fixes ● Coached and mentored agents on communication quality, troubleshooting technique, and compliance standards, driving down recurring errors ● Trained 20+ new hires to full production readiness, achieving a 90% endorsement rate ● Took ownership of quality gaps on the floor, proactively flagging systemic issues before they escalated to leadership

● Sustained 100+ daily email and chat interactions at a 3–5 minute average response time, delivering accurate, reliable support under high-volume pressure ● Processed returns, refunds, and replacement requests accurately and in line with policy ● Coordinated directly with couriers and fulfillment partners to resolve shipping and delivery discrepancies swiftly ● Managed 3–4 simultaneous conversations without sacrificing accuracy or documentation quality during peak periods

● Handled inbound calls, resolving inquiries professionally and in real time ● Called primary care doctors and pharmacies directly to verify prescriptions and coordinate member medication needs ● Made outbound calls to follow up on open concerns and confirm resolution, reducing repeat contacts ● Delivered clear, professional, HIPAA-compliant service that consistently met quality standards on every call