MACKLYNE IMARY

• Monitor support tickets to ensure timely responses (6 minutes AHT) and follow-ups.
• Document customer correspondence in CRM (Beehive) to track requests, problems, and solutions.
• Respond to customer emails, chats, and phone calls (13 per hour) promptly, courteously, and professionally.
• Inform customers about billing procedures, process payments, issue refunds, and provide payment option setup assistance.
• Escalate complex issues to appropriate departments for resolution through Jira and Service Desk.

• Monitor and process real-time queues, identifying high-risk transactions/accounts on quarantine(2000 profiles), help request (100 per hour) and payments.
• Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
• Guide customers through the payment process. Investigate and resolve payment related problems.
• Maintain accurate records of customer interaction and payment issues. Collect and analyze customer feedback and forward to supervisor.
• Stay updated on fraud trends and propose improvements to fight fraud and protect customers.
• Participate in testing new software and process improvements for effective risk mitigation.
• Utilized CRM systems(Zendesk) effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.

• Monitor and process real-time Photo (SLA 2 MIN)/Profile (5 MIN) /Verification Sex Offender and IMBRA queues and identify high-risk transactions/accounts within the business portfolio.
• Referring unresolved customer grievances to designated departments for further investigation
• Collaborates with all departments to ensure organization goals are met
• Take charge of the team in absence of the supervisor, ensure all monitors are maintained as per company SLAs and write a report of the shift
• Optimized departmental processes with the implementation of innovative strategies, resulting in improved efficiency and reduced costs.
• Developed and implemented strategies to increase customer satisfaction and engagement.

• Use advanced communication skills to control a call (200 calls per shift), listen and target the objective of the individual customer
• Ensure data accuracy by following verification procedures
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Provided constructive feedback to management regarding areas of improvement within the contact center's operations based on personal experiences and observations from daily interactions with customers.
• Educated customers about billing, payment processing and support policies and procedures.
• Resolved over 280 customer issues per shift by researching and exploring answers, implementing solutions, and escalating unresolved problems to upper management.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Entered customer information into customized computer system with Freshdesk to document and organize client records.

Work with newly diagnosed patients who are beginning to take ARVs.

• Perform pre and post HIV test counseling to approximately 15 patients per day.
• Improved patient outcomes by conducting comprehensive psychosocial assessments and developing individualized care plans.
• Coordinated discharge planning efforts with multidisciplinary team members to ensure seamless transitions from hospital to home or other levels of care settings..
• Educated patients and families on available resources, empowering them to make informed decisions about their healthcare journey.
• Facilitated therapeutic groups focused on topics such as stress management, coping skills development, and grief processing for improved mental well-being of participants.