Cold Caller, Customer Service Representative

Conducted outbound and inbound calls to Medicare beneficiaries to provide coverage information and connect them with licensed sales agents. Managed beneficiary inquiries with professionalism and accuracy. Coordinated with healthcare providers and pharmacies to request and obtain active prescriptions, supporting continuity of care and accurate medication processing.

CSR for Pet Paradise helping owner with pet boarding, grooming services and daycamp bookings, updating vaccinations, SMS and email. Handled inbound calls for customers making travel reservations, cancellations, refunds, order tracking, and returns. Managed customer requests related to reservations and service issues while ensuring quality service delivery. Trained as a Quality Analyst to support service standards and performance improvement

Assessed agent responses on social media platforms to ensure relevance, accuracy, and effective resolution of customer queries. Managed Instagram and Threads content. Validated transfer cases to specialists by confirming criteria were met and that cases were handled appropriately. Monitored agent–pet owner interactions to verify clear communication of procedures and essential information related to pet boarding. Reviewed calls for a healthcare account to ensure proper scheduling of patient appointments, insurance verification, and correct processing for speech therapy consultations.