Chaz Jorielle Fregillana

As a Call Center Agent at Sutherland Global Services for the WEX Health Account, I was responsible for delivering excellent customer service and support to clients regarding healthcare benefits, reimbursement accounts, and payment solutions. My role involved handling both inbound and outbound calls, resolving customer inquiries, and ensuring a positive client experience.

Key Responsibilities:
📞 Call Handling & Customer Support:

Managed inbound and outbound calls professionally and efficiently.

Assisted customers with inquiries related to healthcare accounts, benefits, claims, and payment processing.

Provided accurate information and guidance on account balances, transactions, and reimbursement procedures.

🛠 Problem Resolution & Issue Handling:

Troubleshot and resolved customer issues while ensuring compliance with company policies.

Escalated complex concerns to the appropriate department when necessary.

Maintained confidentiality and security of customer information.

🎯 Performance & Productivity:

Met or exceeded key performance metrics, including call handling time, customer satisfaction, and resolution rate.

Stayed updated on company policies, product offerings, and industry regulations.