Salome Micheal

Member Engagement Specialist @Avmed

US

Handle customer inquiries through phone, chat, and email, addressing complex benefit questions timely and professionally. • Take ownership of customer issues and ensure prompt resolution leading to a 95% increase in satisfaction and retention.• Coordinate intake of grievances and appeals, ensuring that all concerns are resolved with first call resolution whenever possible.• Collaborate with internal teams including IT dept to resolve customer issues with account lock outs and password reset promptly.• Worked closely with cross functional teams to onboard over 2500+ new customers while navigating multiple systems. • Maintain confidentiality and strong knowledge of benefits, claims, appeals, and grievances according to Medicare regulatory requirements.• Document all customer interactions while adhering to internal policies and procedures in handling sensitive customer information.• Provide high level of customer service through empathy, integrity, and focus

Colorado State University

Graduate Cybersecurity Certificate

Florida International University

Master's degree, International Business(MIB)

Lagos State University

Bachelor of Science (B.Sc.), Accounting