Samreen Sultana

Provide remote support by taking inbound calls and working to provide a solution to the callers’ questions.
Assist patients enroll in discount programs to help reduce the cost of the prescription.
Send patients containers for safe disposal of their syringes.
Offer to enroll the patient into an ongoing program where the patient is assigned an Ambassador.
Consistently build rapport and provide exceptional customer service.
Access information in the client’s system and several online applications to help resolve the patient’s needs.

• Provide remote support by taking inbound calls and working to provide a solution to the callers’ questions.
• Assist patients enroll in discount programs to help reduce the cost of the prescription, send patients containers for safe disposal of their syringes, or offer to enroll the patient into an ongoing program where the patient is assigned an Ambassador.
• Inputting data into spreadsheets and databases
• Verifying and correcting data, and reviewing work for errors.
• Consistently build rapport and provide exceptional customer service.
• Enter data information about insurance claims for Medicaid.
• Maintain confidentiality and follow HIPAA policies while handling medical records.
• Complete administrative/clerical assignments including creating PowerPoint slides, charts, graphs, and spreadsheets for presentations.
• Handle all order processing, review all orders , maintain files, answer phones, and perform customer service.
• Access information in the client’s system and several online applications to help resolve the patient’s needs.

Responsible for ensuring customer satisfaction by handling questions related to store via e-mail.
Resolved customer email requests for assistance related to store, orders, credit card.
Forwarded request as per escalation policy to higher level of support.
Addressed customer service enquiries in a timely and accurate fashion.
Properly directed inbound emails to improve call flow.
Resolved requests related to billing and account issues.
Prepared technical content for inclusion in the support knowledge base.
Managed email flow with up to 3 consecutive chats in queue.
Researched and rapidly resolved client conflicts relating to billing and membership.

Manage large amounts of inbound calls in a timely manner.
Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
Seize opportunities to upsell products.
Processed credit card payments for orders and managed accounts receivables.
Assisted customers in navigating the company’s website, and placing orders online and troubleshooting any technical issues.
Met or exceeded call center volume, sales and customer satisfaction goals during tenure, achieving up to 115% and 110% of targets, respectively.
Provided knowledgeable response to customer questions regarding products, order placement, shipping, ingredients, potential allergens and packaging.

Perform payroll functions, such as maintaining timekeeping information and processing and submitting payroll.
Reconciles general and subsidiary bank accounts by gathering and balancing information.
Provides financial status information by preparing special reports; completing special projects.
Substantiate financial transactions by auditing documents.
Contributes to team effort by accomplishing related results as needed.
Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.

Employ effective motivation and teamwork principles to contribute to a productive working environment driving continued business and customer satisfaction.
Meet and exceed the targets on daily basis and monthly basis, maintain high quality standards and maximize revenue.
Identify new profitable markets by studying competitor movements.
Take leadership in resolving customer service issues in a prompt, efficient and professional manner resulting in customer delight and repeat customer base.
Acted as a peer mentor by transferring knowledge and best practices.