Customer Service Representative/Technical Support/ Sales Representative

5 years of inbound technical support experience handling the Coinstar account at Inspiro Inc. Troubleshot technical issues using structured scripts, guided customers to first-call resolution, minimized escalations, accurately documented and tracked recurring cases, and escalated complex issues to Tier 2 when needed

6+ years of BPO experience in customer service, telemarketing, and technical support handling US-based accounts. Skilled in inbound/outbound calls, lead qualification, objection handling, CRM documentation, and HIPAA compliance. Proven ability to meet targets, resolve issues on first contact, and work effectively in a remote setup.

Skilled in actively listening to customers to fully understand their needs, concerns, and intent before responding. Used this to prequalify leads, de-escalate difficult calls, identify the right solutions quickly, and ensure accurate documentation — resulting in higher satisfaction and fewer repeat calls.

Handled inbound calls for Medigap Life and GX insurance clients, prequalified leads through needs assessment, explained plan benefits, managed objections, and coordinated warm transfers. Also verified insurance eligibility and prior authorization requirements for pharmacy coordination under the Optum account, ensuring full HIPAA compliance throughout all interactions.