Customer Service & Benefits Verification Specialist Resume

April ****-June ****

January ****- March ****

Rebecca Washington

*** * ***** **. ***** Point In, 46307

219-***-**** • ******************@*****.***

Objective

“Motivated and detail-oriented professional seeking a customer service position where I can apply my strong communication, problem-solving, and conflict resolution skills to improve client satisfaction and support efficient operations.” Work Experience

Benefits Verification Specialist

CVS Health

Conducted detailed insurance benefit investigations for pharmacy and medical claims to ensure patients received appropriate coverage for prescribed therapies.

• Verified patient insurance eligibility, prior authorization requirements, and co-pay responsibilities through direct payer contact and online portals.

• Collaborated with prescribers, payers, and specialty pharmacies to resolve benefit and coverage issues, ensuring timely medication access.

• Documented all case activities accurately within CVS Health’s internal systems while maintaining compliance with HIPAA and regulatory standards.

• Delivered high-quality customer service in a fast-paced, high-volume environment, supporting patients with empathy and professionalism.

• Provided support to cross-functional teams, contributing to improved turnaround times and operational efficiency.

Customer Service Representative

Geico

Delivered high-quality service to policyholders by handling inbound inquiries regarding auto insurance policies, billing, and claims with professionalism and empathy.

• Resolved complex customer issues, including coverage disputes and claim status questions, while maintaining compliance with company policies and industry regulations.

• Educated customers on policy options, deductibles, and claim processes to ensure transparency and trust throughout their insurance experience.

• Documented all interactions accurately using GEICO’s CRM system and followed up to ensure timely resolution of open issues.

• Assisted with claim escalations and collaborated with claims adjusters, underwriters, and team leads to ensure efficient processing and follow- December 2014

through.

Education

High School Diploma

Skills

• Exceptional Verbal & Written Communication

• Conflict Resolution & De-escalation

• Empathetic Customer Support

• Claims Assistance & Policy Explanation

• Multi-line Call Handling & High Call Volume Management

• Active Listening & Problem Solving

• CRM & Call Center Software (GEICO Systems, Salesforce, Zendesk)

• Accurate Data Entry & Documentation

• Microsoft Office Suite (Word, Excel, Outlook)

• Fast Typing Speed (40+ WPM)

• Adaptability in High-Pressure Environments

• Team Collaboration & Cross-Department Coordination

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