VA#1163

• Increase Finance Penetration • Improve Lead Conversion • Maintain Full FCA Compliance • Leads Monitoring • Also Checking For Applications • Monitoring KPI • Marketing Strategy

• Performed outbound cold calling to connect homeowners with cleaning service providers on the Homeaglow platform. • Qualified leads, explained service packages, and matched customers with cleaners based on availability and needs. • Assisted customers with inquiries, scheduling, account setup, and resolving booking issues. • Achieved strong sales conversion rates by using persuasive communication and active listening. • Maintained CRM updates, tracked lead progress, and followed up with warm leads to secure bookings.

• Managed inbound and outbound calls to assist patients with scheduling medication deliveries by mail. • Verified patient information, medication details, and delivery preferences in compliance with healthcare guidelines. • Coordinated with pharmacies and logistics teams to ensure timely and accurate medication shipments. • Explained billing, delivery timelines, and prescription requirements in a clear and patient-friendly manner. • Maintained high accuracy in data entry, patient records, and appointment logs.

• Worked within the Fraud Team to investigate suspicious account activities and unauthorized charges. • Assisted customers in validating transactions, filing fraud claims, and understanding investigation timelines. • Analyzed customer accounts to identify patterns of risk and escalate potential fraud cases. • Ensured strict adherence to financial compliance, verification protocols, and privacy policies. • Documented findings and resolutions with high accuracy to support ongoing fraud investigations.

Conducted outbound calls to schedule technical service appointments for customers with appliance issues. • Coordinated between technicians and customers to ensure accurate scheduling and timely service. • Performed follow-up callback verification to confirm successful repairs and customer satisfaction. • Delivered clear, friendly communication while addressing inquiries, setting expectations, and providing basic troubleshooting steps. • Achieved high appointment-setting accuracy and minimized missed or rescheduled appointments.

• Handled high-volume outbound and inbound calls to assist customers with technical concerns related to internet, phone, and device services. • Performed troubleshooting steps and provided clear guidance to resolve service interruptions and device issues. • Recommended and explained service upgrades, plans, and phone options based on customer needs. • Maintained accurate documentation of customer interactions, resolutions, and escalations. • Consistently met call handling, customer satisfaction, and service-level metrics.