Customer Service Representative

LANESHA WALLER

Atlanta, GA • *******.******@*****.*** • 770-***-****

MEMBER SUPPORT SPECIALIST CUSTOMER OPERATIONS EXPERT

Proactive and adaptable support professional with 10+ years of experience resolving member issues, managing high-volume inquiries, and ensuring accurate documentation across healthcare, education, and insurance sectors. Adept at using CRM platforms, navigating complex systems, and delivering compassionate service that builds trust and loyalty.

CORE COMPETENCIES

• Member Support & Customer Service

• Case Documentation & Resolution

• Conflict De-escalation

• Claims & Insurance Processing

• CRM Platforms (Salesforce, ADP, Remedy, Cornerstone)

• Data Entry & Reporting

• Cross-functional Coordination

• Microsoft Office Suite (Excel, Word, PowerPoint)

RELEVANT EXPERIENCE

Safe Guard — GAP Adjuster / Document Specialist

Atlanta, GA Feb 2023 – Present

• Respond to member inquiries, assess documentation, and resolve GAP insurance claims.

• Communicate professionally with underwriters, agents, and insured members.

• Submit accurate documentation for final audit review within compliance standards.

South College — Operations Coordinator

Atlanta, GA Oct 2022 – Jan 2023

• Managed student records and resolved administrative questions related to enrollment and support.

• Responded to student emails and calls, ensuring clarity on policies and procedures.

• Assisted with orientation events, offering guidance and support to new students.

Managed Health Solutions — Pharmacy Administrator

Duluth, GA Feb 2022 – Oct 2022

• Answered high volumes of incoming calls regarding pharmacy coverage issues.

• Provided members with timely updates, resolving credentialing and managed care concerns.

• Maintained accuracy in claims logs and support documentation.

State Farm — Claims Associate

Atlanta, GA Jan 2021 – Jan 2022

• Handled member claims via phone and online systems, explaining policy coverage and next steps.

• Resolved complaints and negotiated settlements with empathy and attention to detail.

• Maintained 100% monthly claim closure rate.

Country Oaks Apartments — Recertification Specialist

Atlanta, GA Apr 2019 – Jan 2021

• Supported residents by answering housing-related inquiries and walking them through recertification processes.

• Reduced income reporting errors by 50%+ through proactive follow-up and data checks.

ADDITIONAL EXPERIENCE

• Leasing Consultant One Sovereign Homes (Temp)

• Accounts Receivable Specialist Harcros Chemical (Temp)

• Quality Control Iron Mountain (Temp)

• Admin Assistant Dimension Pro Counseling

• Employee Services & HRIS CNN/Time Warner/AOL

EDUCATION

Delgado Community College

Business Administration New Orleans, LA

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