Customer Support Representative
Resume:
Shaquavia Cousar
Catawba, SC
**********@*****.***
Seeking Customer Service Rep role with 7 years of experience in customer support and sales. Excelled in high-volume call environments, consistently exceeding performance metrics at IQOR and HBO Max. Skilled in empathetic communication, issue resolution, and fostering positive customer interactions. Work Experience
Customer Support Representative
IQOR
March 2024 to Present
• Provides efficient resolution to customer inquiries and issues, maintaining high-quality service in a fast- paced environment.
• Demonstrates empathy and effective conflict resolution skills, enhancing customer satisfaction by deescalating potential issues.
• Ensures meticulous attention to detail in processing orders, refunds, and exchanges in accordance with company policies.
HBO Max Customer Support Representative (Seasonal) Beaconhill Staffing (Remote)
May 2020 to September 2020
• Addressed customer inquiries and resolved technical issues for HBO's streaming platforms, maintaining high satisfaction ratings by providing knowledgeable account management and support.
• Guided customers through content availability, subscription plans, and device compatibility, ensuring prompt and accurate resolutions to service-related concerns.
• Exceeded key performance metrics such as call handling time, first-call resolution rate, and customer retention through effective problem-solving and empathetic communication. Benefit Verification Specialist
AmerisourceBergen-Lash Group
January 2018 to May 2020
• Analyzed and processed patient insurance information to ensure accurate benefit verification, adhering to program-specific standard operating procedures.
• Recorded patient coverage details, cost-sharing requirements, and provider options, identifying barriers to accelerate patient access to care.
• Managed documentation for prior authorization and claims appeals, utilizing ICD-10 codes for injectable medications.
Project Account Specialist II
IQOR- Sprint
December 2015 to January 2018
• Managed multiple projects, ensuring compliance with timelines, budgets, and specifications while maintaining a focus on client satisfaction.
• Served as the primary liaison for clients and internal teams, maintaining effective communication and conducting regular project updates.
• Enhanced project management efficiency by identifying process improvements and contributing to the advancement of management tools and methodologies. Education
Bachelor's degree in Medical Billing & Coding
York Technical College
January 2022 to Present
High school diploma or GED
South Pointe High School
January 2009 to December 2012
Skills
• Communication
• Attention to Detail
• Teamwork/Collaboration
• Strategic Thinking
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