Peria Kaamini

• Conducted quality audits of customer interactions in the United Health Care Voice Process, ensuring compliance with healthcare regulations and client standards.
• Evaluated agent performance, emphasizing accuracy, empathy and adherence to HIPAA guidelines.
• Provided detailed feedback and coaching to agents, enhancing call handling and reducing errors.
• Collaborated with training and operations teams to design corrective action plans for continuous improvement.
• Prepared and presented quality reports that highlighted performance trends and recommended process optimizations.
• Served as a subject matter expert for quality processes, guiding new hires and existing staff.

• Identified and authenticated against impersonation in inbound calls to safeguard customer accounts.
• Analyzed flagged transactions to detect fraud, scams or disputes effectively.
• Mitigated fraudulent activity on customer accounts using analytical tools for proactive prevention.
• Ensured customer satisfaction while managing and responding to fraud alerts promptly.

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• Conducted employee training sessions and provided targeted feedback for quality enhancement.
• Served as a resource for employees on common errors and effective solutions.
• Prepared daily, weekly and monthly error reports to align with client quality parameters.
• Ensured a seamless rollout of updates while maintaining service quality standards.
• Documented strategies to reduce errors across operations.

• Supervised staff and managed administrative tasks and budgeting efficiently.
• Generated performance and growth reports to inform strategic decisions.
• Identified business opportunities, leading to expanded outreach initiatives.
• Collaborated with management teams to enhance operational effectiveness.

• Self-motivated, with a strong sense of personal responsibility.
• Excellent communication skills, both verbal and written.
• Proven ability to learn quickly and adapt to new situations.
• Skilled at working independently and collaboratively in a team environment.
• Awarded Best Customer Service Executive for exceptional performance in customer relations.
• Conducted training sessions on product knowledge and soft skills to enhance team capabilities.
• Managed inbound customer relations to resolve inquiries and improve satisfaction levels.

• Achieved recognition as the Best Retail Banker for outstanding customer service.
• Provided exceptional support for UK-based ALLTEL cellular service, earning the Excellence in Customer Support award.
• Served as a retail banker for JP Morgan Chase, driving customer satisfaction and loyalty.