Darlene Seaberry

*Provide great customer support for our Sun Life members by handling diverse types of calls and addressing their claim requirements by using my trained professional skills and knowledge.

*Use active listening, empathy, and rapport-building practices to deliver an excellent and memorable experience by meeting the immediate customer needs.

*Utilize company tools, resources, and systems to provide claim updates, distribute the necessary claim forms, and assist with claim-related concerns.

*Collaborate with Team Leads, experienced colleagues, and claim examiners to obtain guidance and ensure timely, accurate resolution of customer inquiries.

*Handle various calls based on trained skill set to support each member with their concerns regarding their Sun Life policies and claims.

*Use active listening skills to access the customer's needs to provide an excellent customer experience.

*Provide empathy and build rapport with customers while attending to their immediate needs in a timely manner.

*Utilized the various tools and systems to provide claim updates, send needed claim forms to customer or doctor's offices as needed to assist with their claim.

*Use available resources to get support from our Team Leads, Help Line, Team chats, and assigned Claim examiners for guidance as needed to assist with customer needs in a timely manner.

Assisted with inbound client phone calls by processing their cancellation requests, initiating benefit claims, answering all inquiries about their enrollment regarding their debt cancellation programs.

*Discovered ways to resolve solutions for the customer's concerns or transferred them to the appropriate department as needed after ascertaining the reason for calling.

*Facilitated training for new employees as well as veteran agents on various products, programs, and new processes.

*Managed up to 20 agents and assisted them by answering their questions, taking escalated supervisor calls, providing coaching, and corrective actions as needed.

Note: There was a company merger that took place in June of 2023. The name was changed to VXI Global Solutions.

*Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.

*Operated a multi-line telephone system to answer and redirect a high volume of calls to the appropriate individual or department.

*Kept the reception area clean and neat to give visitors a positive first impression.

*Sorted, received, and distributed mail correspondence between departments and personnel.

*Prepared, issued, and reconciled fuel vouchers for sales and service departments daily.