Customer Service Representative - Revelations Counseling & Consulting - Work from home
(2025-06)
- Answer calls, emails, or chats from members, providers, and employers.
- Explain medical coverage, benefits, and plan details clearly.
- Assist with claims, eligibility, and policy rules.
- Help customers understand covered services (doctor visits, prescriptions, procedures, etc.).
- Explain copays, deductibles, coinsurance, and out-of-pocket limits.
- Verify member eligibility and coverage status.
- Check claim status and explain approvals, denials, or delays.
- Help resolve billing issues between patients and providers.
- Guide customers on filing or appealing claims.
- Accurately log customer interactions.
- Update member records and insurance information.
- Process requests like ID cards, plan changes, or address updates.
- Investigate and resolve complaints or disputes.
- Escalate complex issues to supervisors or specialized departments.
- Ensure compliance with healthcare regulations (like HIPAA).
- Use CRM systems, claims software, and healthcare databases.
- Access provider networks and plan documents quickly.
- Communicate with healthcare providers regarding claims or authorizations.
- Work with internal teams to resolve issues.
- Follow scripts, policies, and legal guidelines.
- Meet performance metrics (call time, resolution rate, customer satisfaction).
- Know medical terminology.
- Familiarity with insurance plans (HMO, PPO, EPO).
- Strong empathy and patience.
Amazon Warehouse Associate - Amazon Warehouse
(2024-06 - 2025-06)
- Processed high-volume orders by picking, packing, and shipping 200–400+ items per shift with a 99%+ accuracy rate
- Performed manual sort operations by organizing packages based on destination, size, and priority, ensuring efficient routing and on-time delivery
- Inspected shipments for damage, labeling errors, and quality issues, maintaining compliance with operational standards
- Operated warehouse equipment, including RF scanners and pallet jacks, to track inventory and streamline workflow
- Loaded, unloaded, and organized inventory to support continuous warehouse operations in a fast-paced environment
- Met and exceeded daily productivity targets while adhering to strict safety protocols and company procedures
- Trained and onboarded new hires on warehouse functions, including picking, packing, and manual sort processes
- Delivered hands-on instruction on systems, safety procedures, and performance expectations, improving team efficiency and accuracy
- Monitored trainee performance and provided real-time coaching, contributing to improved productivity and reduced error rates
- Served as a floor support resource, assisting associates with questions, troubleshooting issues, and maintaining workflow continuity
- Collaborated with supervisors to identify performance gaps and implement process improvements
- Maintained a clean, organized work environment and demonstrated flexibility during peak periods and shifting operational demands
Customer Service Representative - Concentrix - Work from home
(2023-10 - 2024-07)
- Managed high-volume inbound calls, emails, and chats from members, providers, and employers, delivering accurate and timely support on medical coverage and benefits
- Explained plan details, including coverage, copays, deductibles, coinsurance, and out-of-pocket limits, improving customer understanding and satisfaction
- Assisted with claims inquiries, eligibility verification, and policy guidelines, ensuring clear communication of approvals, denials, and processing timelines
- Guided members through covered services such as doctor visits, prescriptions, and medical procedures, reducing confusion and repeat inquiries
- Investigated and resolved billing discrepancies between patients and healthcare providers, ensuring timely and accurate issue resolution
- Supported customers in filing and appealing claims, providing step-by-step guidance and documentation requirements
- Maintained accurate records of all customer interactions, updating member profiles, insurance details, and processing requests such as ID cards, plan changes, and address updates
- Identified and resolved customer complaints and disputes, escalating complex cases to appropriate departments when necessary
- Ensured full compliance with healthcare regulations, including HIPAA, while safeguarding sensitive member information
- Utilized CRM systems, claims platforms, and healthcare databases to efficiently access provider networks and plan documentation
- Collaborated with internal teams, including billing, underwriting, and case management, to resolve complex issues and improve service delivery
- Adhered to company policies, scripts, and legal guidelines while consistently meeting performance metrics such as call handling time, resolution rate, and customer satisfaction
- Applied knowledge of medical terminology and insurance plan types (HMO, PPO, EPO) to deliver accurate and effective support
- Demonstrated strong empathy, patience, and communication skills when assisting customers in high-stress situations
Alorica Customer Service Representative/ Trainer - Alorica Calling Center - Fredericksburg, VA
(2021-01 - 2023-11)
- Handled 80–100+ inbound calls daily, resolving inquiries related to billing, transactions, fraud, and account management with a 95%+ customer satisfaction score
- Investigated and resolved credit card disputes and chargebacks, reducing case resolution time by 20% and improving first-call resolution rates
- Educated customers on card benefits, rewards programs, and financial products, contributing to a 15% increase in upsell conversions
- Maintained strict adherence to PCI compliance and data security standards, ensuring 100% accuracy in identity verification and account handling
- Documented all customer interactions in CRM systems with a 98%+ quality assurance score
- Delivered onboarding and continuous training to 20+ new hires per quarter, improving team readiness and reducing ramp-up time by 25%
- Designed and updated training materials, aligning with policy and product changes to ensure 100% training accuracy and compliance
- Conducted call monitoring and performance evaluations, providing coaching that improved agent QA scores by 15–20%
- Facilitated workshops on communication, de-escalation, and system navigation, enhancing team performance and customer experience
- Collaborated with QA and leadership teams to identify performance gaps and implement targeted training solutions
- Served as floor support/SME, assisting agents with escalations and complex account issues in real time
- Mentored new hires during nesting periods, increasing confidence and improving early-stage performance metrics
- Analyzed call trends and feedback to recommend process improvements, contributing to increased operational efficiency
Customer Service Representative - GEICO - Fredericksburg, VA
(2023-04 - 2023-07)
- Managed 70–100+ customer interactions daily via phone, email, and chat, resolving inquiries related to policies, billing, and claims with a 95%+ customer satisfaction rating
- Assisted policyholders with policy setup, renewals, updates, and cancellations, ensuring accuracy and compliance with company and state regulations
- Explained coverage details, premiums, and benefits in clear terms, improving customer understanding and reducing repeat inquiries by 15%
- Processed payments, set up auto-pay, and resolved billing discrepancies, contributing to improved account accuracy and on-time payments
- Guided customers through the claims process, providing status updates and coordinating with adjusters to ensure timely resolution
- Investigated and resolved customer complaints, achieving a high first-call resolution rate and reducing escalations
- Maintained strict adherence to data privacy and compliance standards (e.g., HIPAA/state regulations), ensuring secure handling of sensitive information
- Documented all interactions in CRM systems with a 98%+ quality assurance score
- Identified opportunities to upsell or cross-sell insurance products, supporting customer retention and contributing to team revenue goals
- Collaborated with underwriting, claims, and billing teams to resolve complex issues and improve overall service efficiency
Restaurant Manager - Asian Café - Mineral, VA
(2016-07 - 2021-02)
- Delivered high-quality table service in a fast-paced restaurant environment, ensuring positive guest experiences
- Greeted and seated guests, managed reservations, and optimized table turnover for efficiency
- Handled customer complaints and special requests professionally, improving customer satisfaction
- Assisted in daily restaurant operations including staff scheduling, shift coordination, and workflow management
- Trained new employees on service standards, POS systems, and customer service procedures
- Supported front-of-house staff during peak hours to maintain smooth operations
- Monitored inventory levels and assisted with ordering supplies and restaurant maintenance
- Ensured compliance with food safety, cleanliness, and service standards
Maid/Housekeeping Cleaner - Merrry Maids - Spotsylvania County, VA
(2018-05 - 2019-03)
- Performed comprehensive cleaning of residential properties, including kitchens, bathrooms, bedrooms, and common living areas
- Executed deep cleaning tasks such as dusting, vacuuming, sweeping, mopping, and disinfecting high-touch surfaces to maintain sanitary environments
- Applied safe handling procedures for cleaning chemicals and equipment in compliance with safety and usage guidelines
- Followed detailed client instructions to deliver customized cleaning services based on household preferences and standards
- Maintained high levels of cleanliness and organization, ensuring consistent client satisfaction and repeat service requests
- Managed time effectively to complete scheduled cleaning assignments within required timeframes
- Identified and reported maintenance or safety concerns to homeowners when necessary
- Demonstrated professionalism, reliability, and discretion while working in private residential settings
- Maintained inventory of cleaning supplies and ensured proper usage and replenishment when needed
