Customer Service Delivery

Sabeen Ikhlaq

********@*****.*** 346-***-**** Houston, TX

www.linkedin.com/in/sabeen-ikhlaq-760bb9198

SUMMARY

Seasoned professional with 8 years' experience in customer service roles, including Claims Representative and Customer Service Officer. Skilled in handling high-volume calls, claim processing, and ensuring customer satisfaction. Seeking to leverage expertise in seamless service delivery and financial transaction accuracy as a CSR. WORK EXPERIENCE

Willis Towers Watson Houston, TX

Customer Service Representative May 2022 - Present

• Facilitate seamless claims processes and ensure prompt resolutions for customers, enhancing their satisfaction and trust.

• Manage a high volume of daily inbound and outbound calls, averaging 60-70, to verify and authenticate claim information, ensuring efficient claim processing.

• Conduct settlement negotiations for standard claims, ensuring adherence to organizational policies and accurate evaluation of company liability.

• Research and investigate claims to confirm accuracy and completeness of documentation, contributing to the integrity of the claims process.

Texas Medical Center Houston, TX

Customer Service Officer Feb 2020 - Apr 2022

• Processed financial transactions with precision, maintaining cash drawer accuracy and ensuring billing reliability.

• Delivered high-quality customer service by facilitating a smooth check-in process, contributing to enhanced guest satisfaction.

• Managed a multi-line phone system, directing calls accurately and responding to inquiries through various channels in a timely manner.

PTCL Pakistan

Customer Service Officer Dec 2018 - Dec 2019

• Provided comprehensive support across telecommunications functions, enhancing customer service delivery and operational effectiveness.

• Facilitated project execution by actively participating in cross-departmental collaboration, ensuring alignment with team goals.

MCB Bank Pakistan

General Banking Officer May 2014 - Nov 2017

• Managed the creation of diverse financial accounts, adhering to regulatory standards and ensuring compliance with banking policies.

• Facilitated loan approval processes and executed financial transactions within established legal frameworks.

• Verified payroll and vendor payments, upholding strict financial compliance and organizational integrity. EDUCATION

Bachelor of Science in Business Management, Accounting, Finance, Management Bachelor of Science, Business Management, Accounting, Finance, Management N/A

N/A

Bachelor of Commerce

Bachelor of Commerce, N/A

N/A

N/A

CERTIFICATIONS

HIPPA, WTW 2022

SKILLS

Claims Processing • Invoicing Proficiency • Verbal and Written Communication • Customer Service • 10-Key Data Entry • CRM Software • Microsoft Office • Coverage Determination • Incident and Accident Reports • Decision Making • Conflict Resolution • Interpersonal Communication • Policy Knowledge • Problem-Solving • Documentation Research • Eligibility Determination • Data Entry • Teamwork and Collaboration • Critical Thinking

• Active Listening • MS Office • Communication Skills • Problem-Solving • Time Management • Technical Proficiency With Customer Service Software

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