LaChelle Mohr

• Facilitated member enrollment processes, ensuring accurate data collection and documentation.
• Participated in the ACE program and training sessions for new representatives, fostering a culture of knowledge sharing and support.
• Participated in pilot programs for data collection to improve processes.
• Maintained up-to-date knowledge of Humana's products and services to provide accurate information to members.

• Managed member inquiries, ensuring accurate information delivery and high satisfaction levels.
• Exceeded performance targets through diligent work ethic and focus on results-driven tasks.

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• Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions. Assisted in help chat.
• Responded to customer questions via telephone regarding their prescription drug coverage benefits and claims.
• Resolved customer inquiries and issues, ensuring high satisfaction rates.

• Resolved customer inquiries efficiently, ensuring high satisfaction levels regarding refills order status and general customer service questions.
• Assisted clients in understanding benefits options, ensuring clarity and satisfaction.
• Resolved customer inquiries through effective communication and problem-solving techniques.

• Resolved customer inquiries through effective communication and problem-solving techniques.
• Trained new representatives on company protocols and customer engagement strategies including side by sides.
• Assisted Team Lead with general operations and escalated calls.
• Maintained up-to-date knowledge of products and services to provide accurate information.
• Mentored junior staff on best practices for exceptional customer service experiences.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.