Support Specialist Customer Service
Resume:
Nehemiah Richardson
Determined and dependable customer service professional looking to further my career. Proficient in problem-solving and working in a fast-paced environment. San Antonio, TX
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EXPERIENCE
CVS CareMark - Claims Support Specialist
San Antonio,Texas
July 2023 - Present
Remote
● Handled 30+ inbound calls daily, providing expert guidance on prescription coverage, eligibility, and plan selection for Medicare and commercial members.
● Managed 25+ outbound follow-up calls per week to update members, return supervisor-requested callbacks, and ensure timely resolution of open claims.
● Interpreted complex benefits, pricing tiers, and out-of-pocket costs, simplifying information to support informed member decisions.
● Maintained HIPAA compliance while managing sensitive medical and financial data, demonstrating strong attention to detail and data integrity.
● Liaised with healthcare providers and pharmacies to resolve escalated claims issues, ensuring timely medication access and patient satisfaction.
● Delivered empathetic, solution-focused service during high-stress interactions, upholding quality standards and protecting company reputation.
● Supported cross-functional operations for high-profile clients including Aetna, Blue Cross Blue Shield, Google, Nokia, and USAA.
● Consistently exceeded KPIs in quality assurance, first-call resolution, and customer retention, contributing to department-wide success.. Concentrix - Telematics Support Specialist
San Antonio,Texas
January 2019 - July 2023
Remote
● Responded to high-stress inbound calls from OnStar members experiencing emergencies, vehicle breakdowns, or requiring roadside assistance, delivering calm and efficient support.
● Used advanced GPS tools and member verification protocols to accurately locate drivers and dispatch the appropriate services including tow trucks, emergency responders, or law enforcement when necessary.
● Collected, verified, and documented sensitive personal and vehicle information in a secure system, ensuring compliance with privacy regulations and company policy.
● Monitored real-time vehicle diagnostics and alerted members of safety concerns or technical malfunctions, helping prevent further risk or damage.
● Maintained clear, professional communication while multitasking between systems, ensuring timely and accurate responses to both members and service providers.
SKILLS
Customer Service Excellence
Problem Solving
Outlook/Gmail
Communication Skills
Multitasking
Data Entry/Database
Management
Call Center Experience
Product Knowledge
Billing
Handling Escalations
Conflict Resolution
HIPAA Compliance
Team Collaboration
Empathy and Patience
Remote Work Tools (Zoom,
Teams, Slack)
Technical Proficiency
Script & Compliance
Adherence
EXTRACURRICULAR
Debate Club 05/2021 - 09/2022
YMCA 05/2021- 09/2022
EDUCATION
K-12 Online School – San
Antonio, TX
High School Diploma
Graduated August 2022
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