Resolution Specialist Resume Examples

resolution specialist

  • Used Kaizen to reduce contact volume by 30%. 
  • Collaborated with various stakeholders throughout the supply chain for implementing action plans and improvement strategies. 
  • Improved service quality and customer satisfaction using Andon, Gemba, and other techniques. 
  • Implemented DART model for the Virtual Contact Center teams. 

resolution specialist

  • Currently working as a Team Lead (Resolution Specialist) of 20 People and a member of Leadership Team.
  • Audit the contacts of the agents & provide daily quality feedback to the agents
  • Adhere to company expectations regarding call times, customer satisfaction and other metrics
  • Contact specific departments to work on and resolve customer concerns

resolution specialist

  • Coordinated with vendors to resolve all account issues and escalate all unresolved issues to management.
  • Coordinated with external vendors to resolve all issues and provide appropriate response to all collection hotline complaints.
  • Performed research for all complaints and recommend required action for same and assist management to resolve all issues efficiently.
  • Worked with multiple teams and have assisted new hires as Subject Material Expertise and as a Trainer for new hires on a new process.

resolution specialist

  • Predominantly off-queue support to TI Mobility Client Care who assists Team Leader in agent development and empowerment through execution and reinforcement of operations’ tactical priorities. 
  • Handles/manages escalations and makes necessary action to meet client’s needs.
  • Provides one-to-one coaching for agents to address opportunities and enhance good practices in customer handling. 
  • Reviews agent KPIs and propose necessary action to meet/maintain target.
  • Introduce new knowledge or skills by means of product and soft skills training. 

resolution specialist

  •  Determines requirements by working with customers.
  • Answers inquiries by clarifying desired information by researching, locating, and providing information.
  • Fulfills requests by clarifying desired information; completing transactions, and forwarding requests.
  • Enhances organization reputation by accepting ownership for accomplishing new and different requests, and exploring opportunities to add value to job accomplishments. 

resolution specialist

  • Visually Inspect each page of medical records for completeness and legibility
  • Handle a high volume of continuous records
  • Ensure proper documentation is included in each record as directed by client
  • Remove pages from records that are not required or non-medical

resolution specialist

  • Advises clients of benefits and eligibility analysis of their policy plan
  • Medical claims issue handling in addition to reviewing and adjusting
  • Creation of prior authorization for inpatient and outpatient procedures 
  • Provided vendors with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.

resolution specialist

  • Managing and assisting the team of 10-15 peoples to achieve their target.
  • Providing process advise to customer service agents.
  • I have also worked as Training Specialist (3 months) where I’ve given process and comm training to new associates
  • I have worked as Quality Analyst (2 months) and tracked quality and utilization methods by monitoring the error and process gaps closely.
  • Providing formal and informal feedback to the agents to improve productivity and performance.

resolution specialist

  • Review records or reports pertaining to activities such as monitor work activities, or evaluate performance.
  • Critically monitored customer service operations to assess agent performance and provide evaluations and feedback.
  • Effectively communicated with different departments through use of strong listening, open-ended questioning and appropriate response skills.
  • Coached team members to deliver hospitable, professional service while adhering to set service models. 
  • Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
  • Supervised and guided new employees and responded quickly to questions, which improved understanding of job responsibilities.
  • Supported senior management in executive decision-making by drafting informative reports.

senior resolution specialist

  • Act as supervisor on escalated calls 
  • Assist agents with resolving  customer complaints or answer customers’ questions regarding policies and procedures.
  • Take all incoming calls in a high call volume call center
  • Experience in AS400(Rxclaims)
  • Very knowledgeable of HIPAA (Health Insurance Portability and Accountability Act   and Medicare Part D 
  • Navigate multiple system 
  • Notate every inbound call with detailed notes