Rashawn McIntosh

• Provided support to policyholders and providers regarding coverage, claims, billing, and eligibility for Humana health insurance.
• Maintained data accuracy and compliance with HIPAA by updating internal systems.
• Educated members on plan benefits and pharmacy services to enhance satisfaction.

Key Achievements:

• Consistently maintained a customer satisfaction rating above 90%.
• Reduced call handling time by 15% through efficient issue resolution and system navigation.
• Recognized for exceeding quality and compliance metrics by CMS and internal audits.
• Mentored new hires, contributing to faster onboarding and improved team performance.

• Provided technical assistance to customers via phone and email.
• Troubleshot inquiries related to software and hardware issues.
• Resolved escalated technical issues promptly and effectively.
• Assisted with installation and setup of new hardware/software applications.
• Diagnosed system errors and implemented tailored solutions.
• Maintained compliance with technical support policies and procedures.

• Delivered friendly and knowledgeable service, boosting customer satisfaction.
• Addressed inquiries and provided accurate product and service details.
• Collected customer feedback through surveys to improve service delivery.
• Maintained composure while de-escalating complex customer concerns.
• Collaborated with internal departments to resolve customer issues.
• Built long-term customer relationships with personalized support.

• Expanded customer base through cold calling, networking, and relationship building.
• Generated additional sales opportunities with upselling and cross-selling techniques.
• Maintained accurate records of sales and prospect activities.
• Compiled detailed sales activity reports on a regular basis.
• Negotiated pricing contracts to maximize company profits.