Customer Service Specialist

FUNGIA FRANK TONGOONA

Texas City, TX 409-***-**** ***************@*****.***

Summary

Customer Service Specialist with 5+ years of experience in healthcare, telecom, and technology. Resolves 50–90 inquiries daily, manages billing and account issues, and provides clear guidance to customers in remote environments. Skilled at handling complex cases, collaborating with teams, and consistently delivering high-quality service.

Work Experience

Customer Service Analyst – Remote

Maximus / Amerit Consultancy Jul 2025 – Sep 2025

• Assisted consumers and enrollees with questions, claims, and support needs.

• Provided clear, accurate guidance while ensuring compliance with company policies.

• Maintained detailed records of customer interactions and resolutions.

• Followed up on escalated cases to ensure timely resolution.

• Supported team initiatives to improve service quality and efficiency. Customer Service Specialist – Remote

Capgemini Jan 2025 – Jul 2025

• Responded to customer inquiries across phone, email, and chat.

• Assisted customers with technical troubleshooting and billing concerns.

• Collaborated with internal teams to resolve complex issues.

• Documented customer interactions for accurate reporting and follow-up.

• Contributed to process improvements that enhanced customer satisfaction. Customer Service Representative – Remote

Becton Dickinson – Plano, TX Apr 2023 – Aug 2025

• Processed and resolved customer claims, ensuring accuracy and compliance.

• Coordinated with the Medical Billing department to handle disputed charges.

• Provided timely updates to customers regarding claim status and resolutions.

• Maintained comprehensive records of claims and customer communications.

• Supported training and mentoring for new team members. Customer Support Associate – Remote

Telecom Company Jun 2021 – Mar 2023

• Assisted customers with account management, billing, and service inquiries.

• Troubleshot technical issues, escalating when necessary to specialized teams.

• Ensured customer satisfaction by providing personalized support.

• Monitored service requests to ensure timely completion.

• Participated in team meetings to share best practices and improve workflow. Customer Care Specialist – Remote

Healthcare Services Jan 2019 – May 2021

• Handled patient and client inquiries with empathy and efficiency.

• Supported billing, claims, and insurance verification processes.

• Documented all interactions for quality control and reporting purposes.

• Assisted with onboarding and training of new team members.

• Contributed to initiatives to improve overall customer experience. Education

Bachelor of Science in Information Technology

University of Nebraska–Lincoln 2015 – 2018

Skills

• Customer Support: Inbound & outbound calls Billing & account resolution Claims processing Service resolution Escalation handling Customer satisfaction

• Technical Tools: CRM systems (Salesforce, Zendesk, Five9) Microsoft Office Suite Google Workspace Remote desktop support Ticketing systems

• Core Strengths: Communication Active listening Problem-solving Time management Conflict resolution Compliance (HIPAA, quality standards) Team collaboration

Contact this candidate