Customer Service Support Specialist
Resume:
Nyasha Chabata
Conroe, TX *****
*******************@*****.***
Work Experience
Customer Service / Finance Support Specialist
Sunset Agency Health Group-Houston, TX
June 2021 to October 2025
• Managed 70+ high-volume inbound calls daily, expertly resolving member inquiries on policies, billing, claims, and account management with a 92%+ first-call resolution (FCR) rate—consistently ranking in the top 5% for quality and efficiency.
• Investigated and corrected payment discrepancies, processed refunds, and executed premium adjustments while maintaining strict PCI and HIPAA compliance, reducing billing errors by 25%.
• Partnered with Finance and Billing teams to redesign claims reimbursement workflows, cutting processing time by 18% and accelerating member reimbursements.
• Spearheaded a critical CRM system migration as Project Coordinator, designing training modules and upskilling 40+ representatives—achieving 100% adoption within two weeks and zero post-launch escalations.
• Leveraged Salesforce and Zendesk to document interactions, track trends, and deliver actionable insights that improved CSAT by 15 points and reduced repeat calls by 22%. Financial Customer Service Representative
First Choice Taxes-Conroe, TX
April 2018 to May 2021
• Delivered white-glove support to high-net-worth banking clients, resolving account management, credit card disputes, payment discrepancies, and fraud alerts with 100% transactional accuracy and zero compliance violations.
• Executed real-time balance verifications, loan payment restructures, and secure transactions while upholding FDIC and Reg E standards, preventing $2.3M in potential fraud losses annually.
• Partnered with Project Management and IT to launch a seamless digital statement platform, slashing related inbound calls by 15% and boosting self-service adoption to 68%.
• Surpassed aggressive KPIs for 12 straight months—averaging 98% CSAT, 94% FCR, and 120+ daily interactions—earning “Top Performer” recognition and peer-nominated quarterly awards.
• Harnessed CRM (Salesforce Financial Services Cloud) to log interactions, flag trends, and generate reports that informed product enhancements and reduced dispute recurrence by 20%. Education
Bachelor of Science in Nursing (Bachelor's degree) Chamberlain University
Skills
• • Telemarketing (4 years) • Upselling (4 years) • Cold Calling (5 years) • Business Development • Computer Skills (10+ years) • Sales • Microsoft Office (10+ years) • Microsoft Excel (Less than 1 year) • Order Entry • Customer support • Computer networking • Microsoft Excel • Merchandising
• Windows • Typing • Office Administration • Facebook Advertising • Accounting • Data Entry
(5 years) • Computer Operation • Account Management • Cold Calling • Salesforce (5 years) • Customer Service (7 years) • English • Data Analysis • Google Ads • Analysis skills • VoIP • Sales Management • Technical Support (10+ years) • Technical Support • Call Centre (6 years) • Sales
(4 years) • Advanced • Microsoft Outlook (3 years) • Phone Etiquette (10+ years) • Communication Skills • Cash Handling • Database Management • Administration (4 years) • Live Chat (4 years) • Tax experience • Research • B2B sales • Help Desk • Microsoft Word (10+ years) • Cold calling
• Live chat • Order entry • Cash handling • Business development • Talent acquisition • Product management • Typing • Customer service • Computer networking • Salesforce • Data analysis skills
• B2B sales • Sales management • Merchandisin
• Customer service
• Zoho CRM
• Microsoft Word
• Data entry - Data entry experience (11-15 years)
• Microsoft Excel
• Customer support - Customer support experience (6-10 years) Certifications and Licenses
Driver's License
Certified Safe Agile ( Project Management ) – PM
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