Daniel

As a Subject Matter Expert, I supported the operations floor by delivering consistent coaching, guidance, and expertise to improve team KPIs and service quality. I provided specialized support on complex cases, shared best practices, and helped create a culture of learning through collaborative knowledge sessions. During supervisor intervals, I took charge of the entire floor, overseeing operations, maintaining performance standards, and ensuring smooth coordination across teams. By combining problem-solving skills with a structured approach, I not only ensured accurate resolutions but also boosted overall team performance and confidence.

In this role, I managed the end-to-end claims process, from verifying coverage and compliance to negotiating settlements and finalizing resolutions. I handled a high volume of inquiries with accuracy and efficiency, ensuring timely responses while maintaining attention to detail. By providing clear explanations and transparent communication, I strengthened customer trust and delivered a smooth experience throughout the claims process.

Provided real-time support to customers via chat, resolving billing, account, and trip-related issues with accuracy and professionalism. Guided users through troubleshooting steps and delivered clear, timely solutions to ensure a positive experience. Managed high-volume inquiries efficiently while documenting cases to maintain consistency and compliance. Strengthened customer trust through empathetic communication and proactive problem-solving.