Customer Service Representative
In 2024, I was given the opportunity to work for PartnerHero (now named Crescendo). It is a company that provides customer service and outsourced support to other businesses, connecting global talent with innovative companies. With PartnerHero, I worked for a business called Venteur on a temporary contract. Venteur is a health insurance compány that helps employers modernize their health benefits through Individual Contribution Health Reimbursement Arrangements (ICHRAs), which allow employers to set aside tax-free dollars that employees can use to select their own healthcare from hundreds of plans available on the Venteur platform.
I was in charge of:
Provide customer service via phone for Venteur and HRAsimple health insurance: Customers often called with basic questions about their plans or had doubts regarding the services. We compiled these frequently asked questions into two separate guides, complete with their respective answers, to help us consult them alongside the information we received. Each question was handled with great care to avoid confusing customers and to assist them in making informed decisions, especially since they frequently struggled to select the right plan for their businesses. Additionally, most of the time, the clients had trouble navigating their Vneteur app or portal. By using images for reference of what the client was seeing and providing instructions, we managed to help the client go through the basic operations of the app, such as reviewing their health wallet.
Help employees find the ideal health plan with a licensed agent and guide them through technical problems and basic questions: When customers called our line, they often didn't have a specific plan in mind from which they had questions. Many called to inquire about the available plans. As representatives, our role was to list all the plans and provide brief explanations for each. However, we were not authorized to assist customers in choosing a plan, as that was outside our area of expertise. After gathering the necessary information, we would transfer the call to a specialized agent who could assist the customer with their requests.
Stay updated to offer the best experience to customers and assist with delays in refunds: The Venteur reimbursement process was managed through a digital Health Wallet, where users submitted their requests for qualified medical expenses or insurance premiums by uploading the required documentation through the app or portal. Our role included guiding clients through each step of the process, answering questions, clarifying requirements, and providing support to ensure their reimbursement requests were submitted correctly and efficiently.
Achievements:
Enhance my teamwork skills
During my time at Venteur, I was fortunate to work with a dedicated team that was always ready to help whenever needed. Although I already had experience with teamwork and was skilled at it, this particular group became my role model because of their eagerness to support one another. I adopted their most positive qualities and made sure to reciprocate when they needed assistance.
Achieve a high level of confidence in work
This was my second professional position, and initially, I experienced some insecurity when interacting with clients, often seeking assistance from colleagues. However, with the support of my team, I was able to overcome these challenges over time. As I gained experience handling more client interactions, I developed confidence in my abilities and skills. This growth allowed me to contribute more effectively to my team and learn to trust my own judgment, ultimately leading to greater success in my role.
Elevate the professional tone of my calls to inspire respect
Communicating with people face-to-face is quite different from speaking with them over the phone, where customers cannot see your reactions or understand your true situation. Therefore, it’s essential to sound as natural and professional as possible to convey calm and reassurance, especially since the customer is likely experiencing a stressful situation. Initially, I struggled to express those emotions through my voice, unlike in face-to-face interactions where my expressions help communicate my intentions. On the phone, my tone tended to be more neutral due to the lack of visual cues. However, with practice and the lessons learned at the PartnerHero Academy, along with numerous calls, I gradually developed a tone that reflects warmth, professionalism, and calmness.
