N.V. Karpen College Bacau

Universitatea Româno-Americană din București

Park University

Senior Business Specialist at Unum

Portland, Maine, United States

Unum

Senior Business Specialist

LTC Admin, Intake

- Answer providers questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims. * Analyze problems and provides information/solutions. * Operates a PC/image station to obtain and extract information; documents information, activities and changes in the database. * Thoroughly documents inquiry outcomes for accurate tracking and analysis. * Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner. * Researches and analyzes data to address operational challenges and customer service issues.* Provide external and internal customers with requested information. * Under immediate supervision, receive and place follow-up telephone calls / e-mails to answer customer questions that are routine in nature. * Use computerized systems for tracking, information gathering and troubleshooting. * Require limited knowledge of company services, products, insurance benefits, provider contracts and claims. * Seeks, understands and responds to the needs and expectations of internal and external customers.

Anthem, Inc.

Service Provider

- Answer inbound calls from customers regarding all facets of their deposit account(s). Research and respond to requests and discuss options regarding various aspects of the policy; for example, policy provisions, values, and basic procedures.•Process transactions and fund transfers.•Efficiently access multiple electronic systems to provide complete response.•Make use of problem solving/decision making skills to achieve the highest level of customer satisfaction.•Embrace new products being tested.•Meet established goals for all metrics, including call quality, productivity, and customer acquisition.•Work at all times to enhance and strengthen the relationship with the customer.•Other call center responsibilities as required.

Synchrony Financial

Senior Representative, Account Services

Organizing student meetings,Counseling new students,Help new students adapt fast and easy to the new university.

Peer Retention Specialist

Creating daily analysis for the Call Center division• Employees feedback sessions• Forecasting inbound/outbound calls, interactions, complaints, manual/automatic e-mails• Staffing and workplace dimensioning, workforce management• Building the 24/7 schedule for front and back office Call Center Operations approximately 140 FTE and PTE• Completing monthly clocking hours for Call Center Operations for approximately 200 employees• Analysis of CC metrics: IVR, AHT/ACW, staff shrinkage, SL/ASA, abandon rate• Productivity reports, breaks and workload distribution• Reporting and analysis for middle management requests on business cases and new projects implementation

Bogdan Mihai Plesa

Bogdan Mihai Plesa