Mary Jane Cortan

I am dealing provider who wants to have eligibility, benefits and claims . Detailed information why their claim got denied. Irate customer can't be avoided especially in claims department. But here's the thing that I do every time I encountered this type of customer , I always put myself onto their shoes. I always think first that what if I am on their position? First thing for most , I always understand where they coming from and provide empathy statement like " I know where you've coming from , If I were in your position I will also feel the same way no worries since you got me on the line let us together help and resolve your issue as quick as possible " And I am proud to say that I am complimented by many customers like 'Hey MJ , you're doing great! I hope I am able to talk to you again " "You know what MJ , I am exhausted earlier because of the last representative I've talked to, good thing I was routed to you " "You've been really great help ! I love how you handle your customer !" and many more. I will never forget all those feedback that I received from my customer.

I was given a chance to work as an appointment setter. As an appointment setter , we are reaching potential lead through calls and scheduling appointment for our sales representative . It was challenging because not all calls are live calls, there are hung ups, dead air , voicemail , not interested or worst lead want to remove their phone and name on the list. I learned that it is really important to have patient and dispose the call as quick as possible until getting live calls.