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I have been employed with Blue Shield of CA since October 2023. During my time here i have never stopped growing as an agent and am always looking for the next opportunity to advance. I have taken on many roles here at Blue Shield, from starting on the phones, to assisting in numerous nesting classes, to even myself teaching a NEW hhire class. I can adapt to fit any role and am fully confident in my ability to be able to teach any line of business needed. i am skilled in MAPD, Medsupp, PDP, TotalDuals, and in my current role as a service recovery agent i am also learning IFP. My superiors will agree that i am a skilled agent who does not need much oversight as i have learned the procedures and compliances of blue shield to be able to work independently and also to be able to assist my peers whenever the call for it may arise. I have proven i can take on any role here and my end goal was to be in a learning facilitator as i have a true passion for helping others out and feel prosperous when given the opportunity for such reals and complet them with sucess.

Dedicated Customer Service Operations Professional with 6 years of experience at Shopee. Proven expertise in dispute resolution, service recovery, logistics coordination, and managing customer inquiries. Skilled in team leadership, process improvement, and fraud detection. Adept at collaborating with cross-functional teams to enhance customer satisfaction and optimize service quality. Strong background in handling escalations, mentoring teams, and achieving KPI targets consistently.

Customer-focused professional with 10+ years in service recovery, social media care, and policy administration. Experienced in resolving high-level complaints through CRM and managing brand reputation across various platforms. Skilled in data management, compliance, de-escalation, and root cause analysis, with a strong emphasis on trend analysis and SLA management to enhance customer experience and operational efficiency.

Developed expertise in customer service within fast-paced environment, focusing on effective communication and problem-solving. Demonstrated ability to work collaboratively with diverse teams, ensuring positive customer interactions. Seeking to transition into new field where these skills can drive impactful results.

Mohd Rafiq

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