Aba Koomson

Member-focused Customer Service Specialist with 7+ years of experience handling high-volume inquiries, resolving complex issues, and delivering accurate, timely support in fast-paced, remote environments. Proven ability to manage 50+ daily interactions across phone and digital channels while maintaining data accuracy, confidentiality, and compliance standards. Skilled in navigating CRM and data systems, troubleshooting account and service issues, and educating customers on services and processes.

Recognized for strong communication, problem-solving, and the ability to build trust while resolving concerns efficiently and thoroughly.

Account Specialist – Utilization & Member Support at Baylor Scott & White Health (2022-01 – 2025-10)

• Handled 50+ daily inbound and outbound calls, assisting customers with account inquiries, scheduling, billing questions, and service-related concerns.
• Provided accurate, timely resolution to customer issues while maintaining a high level of professionalism and empathy.
• Navigated multiple systems (Epic EMR) to research accounts, verify information, and complete transactions with a high degree of accuracy.
• Coordinated with internal departments, providers, and external partners to resolve complex account and service issues.
• Verified customer information and maintained detailed, compliant documentation for every interaction.
• Assisted with billing inquiries, payment responsibilities, and account clarification.
• Identified issues, troubleshot discrepancies, and ensured complete resolution or proper escalation when needed.
• Prioritized workload to meet service level agreements (SLAs) and response time expectations.
• Maintained strict confidentiality and compliance with all regulatory standards.
• Improved case resolution efficiency by 18% through workflow and process improvements.
• Consistently maintained high accuracy in data entry and account documentation.
• Recognized for strong communication and ability to resolve issues on first contact.

Client Advocate – Patient Support Services at National Care Dental (2018-06 – 2021-12)

• Managed high-volume inbound calls and email inquiries, resolving customer questions related to accounts, services, and eligibility.
• Utilized Salesforce CRM to track, document, and resolve customer interactions efficiently.
• Investigated and resolved account discrepancies, ensuring accuracy and customer satisfaction.
• Provided clear, professional written responses to customer inquiries within required timeframes.
• Collaborated with internal teams to resolve issues and improve service delivery.
• Educated customers on services, processes, and next steps to prevent future issues.
• Selected to train and mentor new team members on systems, documentation, and service standards.
• Reduced case handling time by 15% while maintaining 95% customer satisfaction.

Customer Service Associate at Lowe's (2014-03 – 2018-05)

• Delivered high-quality customer service in a fast-paced retail environment.
• Processed transactions, handled account inquiries, and resolved customer concerns efficiently.
• Maintained accurate records and ensured compliance with company procedures.
• Awarded Employee of the Month for outstanding service and problem resolution.

High School Diploma – Hillcrest High School

Medical Billing & Coding – DeVry University