Shedy Nj

At TTEC supporting United Healthcare, I handle insurance claims and benefits queries for members and providers in a high-volume international voice environment. I maintain a 4.9/5 CSAT score, call quality above 98%, and a 93% first-call resolution rate. I manage customer records in Salesforce, identify recurring issues proactively, and have been recognized as a top performer for six consecutive months. I also train new-hire batches on process workflows, call handling, and CRM usage while managing live support. Previously, at Frontizo Business Services on the Amazon process, I managed 70–90 inbound international contacts daily across voice and live chat. Over 22 months, I maintained a 4.8/5 CSAT score and achieved a 91% first-call resolution rate while supporting escalations and complex customer queries. I've also completed six months of fully remote work with a self-equipped home setup, bringing reliable, self-disciplined support across voice, chat, and email channels.