Kathleen Melo-Linhares

• Managed customer records and documentation throughout the implementation lifecycle, ensuring compliance with data retention policies and privacy regulations
• Collaborated with cross-functional teams to ensure proper data handling, contract management, and seamless integration of TELUS services
• Conducted quality assurance audits, ensuring all customer information was accurately stored and accessible per compliance guidelines
• Created and maintained detailed implementation documentation and reports, ensuring alignment with company standards
• Assisted with process optimization, identifying areas for automation and efficiency improvements in customer and internal operations

• Processed and maintained confidential customer records, ensuring compliance with privacy policies
• Coordinated document requests, including contract amendments and benefit confirmations
• Handled high-volume inquiries regarding medical and dental claims, ensuring accuracy in records and compliance with regulatory requirements

• Oversaw document management for group benefits contracts, ensuring accurate data entry, storage, and retrieval in compliance with Canadian records retention laws
• Communicated with internal teams and external stakeholders to resolve data discrepancies and ensure smooth policy activation.
• Maintained an electronic and physical records system, ensuring easy access and proper lifecycle management
• Conducted data audits to ensure contract accuracy and resolve discrepancies
• Worked closely with internal stakeholders to enforce privacy protocols and secure sensitive client information

• Managed inbound and outbound calls to assist customers with billing inquiries, plan changes, and retention offers.

• Listened to customer needs, analyzed account details, and provided tailored solutions to improve satisfaction and loyalty.

• Processed account adjustments, plan upgrades, and billing corrections in company systems.

• Conducted outbound calls for customer surveys, marketing campaigns, and service follow-ups.

• Created and maintained reports using Excel and PowerPoint to track customer retention and sales performance.

• Assisted in training new agents and providing coaching on handling customer interactions.