Speakers: Holly Bates, CSR, Conduent
Holly Bates: Hi, my name is Holly. I have worked at Conduent for about a year and a half. I am a customer service representative on the inbound call center side. I answer emails, I answer calls, I soothe angry members solve problems, find solutions. I am also a team lead. So therefore I do it not only for our members but also for other agents.
Holly Bates: A typical day for me as I come in, usually a few minutes early because I have a specific way like my computer set up, I then answer calls on the inbound call side, they'll come close together, they come a little bit of distance. I catch up on emails. I do problem solving. Things are always evolving. Policies are changing. So reading emails is a key important part being able to balance and juggle the ever changing world of Medicare. Not only to mention, I help teammates and we help members get through their problems and navigate and advocate for them.
Holly Bates: I process anywhere between 25 to 4045 customers per day. that is a typical day for me and sometimes it's a little less depending on the, the depth of the calls and how many problems and issues that we have to solve. Sometimes it's more because they're just like needing to send out a member ID or healthy reward.
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