Joy Deage

• Guide members to ensure they receive the correct treatment available in conjunction with their policy
• Proactively investigate and provide solutions to their queries and researching all possible alternatives
• Act as an escalation point to other business area for health cases deemed clinically complex and general policy enquiries
• Investigate and resolve all queries and complaints from members and if resolution is not possible, escalate with a full case history
• Ensure all complaints are logged and booked in a timely manner meeting the standards of the organizations policies and KPIs
• Accurately maintain customer database, ensuring all eligible and declined treatments, conversations and outcomes are recorded

Key Achievements

• Maintained a 98% customer satisfaction rating by resolving complaints and inquiries in a timely and efficient manner in line with company's guidelines and policies
• Consistently meeting KPIs and individual targets on a monthly basis by at least 90%

• Resolved customers complaints and responded to enquiries via telephone and emails.
• Redirected customers to online technicians to diagnose technical issues and resolve within a time frame.
• Correctly and accurately recorded telephone enquiries in Customer Relationship Management system following the CRM process.
• Improved first-call resolution rates by providing accurate information and effective problem-solving skills.

Key Achievements

• Improved customer satisfaction by 45% in nine months according to online reviews.
• Received recognition for resolving customer queries and complaints.

• Administered medications and monitored vital signs
• Provided emotional support to individuals which enabled them to handle challenging situations centred around their well-being
• Supported individuals to live independently whilst acting in their best interests
• Assisted individuals in developing independent living skills, leading to a massive improvement in self-sufficiency

• Assist with personal care as required, promoting independence and ensuring dignity and respect in care
• Supported individuals with mobility aids to enable them to get around with ease