Liane

Responsible in taking inbound calls from customers related to their dental insurance. Assists in providing answers related to eligibility, benefits or claim concerns.

Request new or replacement of ID card.

Process payments, add/remove of account on file, or request for review or refund for the plan.

Assists in web related inquiries or access troubleshooting. Assists cancellation or disenrollment of the customer’s plan.

Maintains safety of Protected Health Information of the customers.

Responsible in taking inbound calls from customers related to their dental insurance. Assists in providing answers related to eligibility, benefits or claim concerns.

Request new or replacement of ID card.

Process payments, add/remove of account on file, or request for review or refund for the plan.

Assists in web related inquiries or access troubleshooting. Assists cancellation or disenrollment of the customer’s plan.

Maintains safety of Protected Health Information of the customers.

Oversees the day-to-day activities of 15 to 20 associates and client service level agreement and metrics.

Establishes and communicates goals and provides regular feedback to associates, including developmental opportunities.

Responsible in coordinating with clients regarding matters that concerns operations. Resolves escalated customer concerns and utilizes appropriate business judgment by making necessary follow-up related to customers concern.

Analyze performance drivers and effectively design and implement action plans to be able to plan and implement solutions to complex problems.

Performs other projects or special assignments as required.

Recommend new or modifications to existing procedures to ensure Continuous Process Improvement (CPI).

Oversees the day-to-day activities of 20 to 25 associates and client service level agreement and metrics.

Establishes and communicates goals and provides regular feedback to associates, including developmental opportunities.

Responsible in coordinating with clients regarding matters that concerns operations. Resolves escalated customer concerns and utilizes appropriate business judgment by making necessary follow-up related to customers concern.

Analyze performance drivers and effectively design and implement action plans to be able to plan and implement solutions to complex problems.

Performs other projects or special assignments as required.

Recommend new or modifications to existing procedures to ensure Continuous Process Improvement (CPI).

Oversee the day-to-day operation managing 100 to 150 FTE with 8 to 10 Team Leaders. Responsible in managing client service level agreement.

Responsible in coordinating with client regarding matters concerning operations. Responsible in conducting one on one session with direct reports regarding individual and team performance.

Analyze performance drivers and effectively design and implement action plans to be able to plan and implement solutions to complex problems.

Resolves escalated concern raised by customers or employees within operations. Responsible in conducting focus group discussion.

Recommend new or modifications to existing procedures to ensure Continuous Process Improvement (CPI).

Responsible in hiring and conducting interviews for applicants.

Engage with clients, including VIP accounts, to ensure successful completion of the onboarding process for the trading platform.

Handle inbound and outbound calls to assist clients with their inquiries and account needs.

Respond promptly to client emails and provide appropriate resolutions to their concerns.

Develop, implement, and communicate process improvement initiatives to enhance operational efficiency.

Provide direct support to the Director of Customer Experience in managing daily operational tasks.

Manage the Director’s schedule, meetings, and calendar to ensure smooth coordination.

Offer administrative and operational assistance as needed.

Conduct training sessions for newly hired employees to support their onboarding and development.