Professional Customer Service Leader with 15+ Years of Experience

MADALINE HIGGINS

Customer Service Professional

Bronx, NY 10468 347-***-**** **********@*****.*** PROFESSIONAL SUMMARY

Customer Service Specialist with 15+ years of experience managing high-volume call environments across healthcare, utilities, aviation, and public sectors. Known for empathetic communication, strict HIPAA compliance, and consistently leading teams in performance and client satisfaction. Proven ability to deliver accurate information, protect sensitive data, and build lasting customer trust.

CORE COMPETENCIES

Customer Service (Expert) HIPAA Compliance (Expert) Microsoft Office Suite (Expert) Administrative Support (Expert) Medical Records Management Data Entry & Filing (Expert) Billing & Collections Reception & Front Desk Travel Coordination PROFESSIONAL EXPERIENCE

Customer Service Representative May 2023 – Aug 2025 UnitedHealthCare — Bronx, NY

• Managed 80+ daily inbound calls, delivering exceptional service and accurate claim and benefit information.

• Led division in phone-based sales of member-relevant products, significantly boosting member engagement.

• Safeguarded sensitive member data in strict adherence to HIPAA privacy and security regulations. Customer Service Representative Sep 2022 – Jan 2023 Con Edison — Bronx, NY

• Handled 80+ daily customer calls, ensuring satisfaction, data protection, and account integrity.

• Provided empathetic support during high-volume periods, improving efficiency and customer trust.

• Processed transactions accurately while maintaining confidentiality of all sensitive information. Contact Tracer Jun 2020 – Jan 2021

Apex Systems — New York, NY

• Conducted structured interviews using empathy and professionalism, achieving high community engagement.

• Educated the public on contact tracing protocols, fostering community trust and public health awareness.

• Ensured accurate data entry and strict confidentiality throughout all tracing activities. Medicare Risk Adjustment Retrieval Specialist Apr 2015 – Feb 2019 Humana — Bronx, NY

• Prepared and audited medical charts across multiple healthcare facilities, ensuring data integrity.

• Scanned and securely uploaded medical records, enhancing accessibility and regulatory compliance.

• Coordinated travel logistics across facilities, optimizing scheduling and resource allocation.

• Adhered to HIPAA and security protocols, contributing to consistently strong audit outcomes. Medical Records Technician Nov 2011 – Jan 2013

ECS — New York, NY

• Prepared, audited, and uploaded medical charts across multiple Tri-State area facilities.

• Conducted thorough compliance audits, improving records accuracy and facility ratings. H.I.M. Associate Dec 2011 – May 2012

WestMed — Purchase, NY

• Organized patient EMR data ensuring HIPAA compliance, accuracy, and efficient retrieval.

• Collaborated with healthcare teams to validate diagnoses and streamline information indexing. Billing Specialist Sep 2008 – Oct 2010

Linsilato Billing — Bronx, NY

• Analyzed outstanding claims and followed up with insurance companies to expedite resolutions.

• Processed billing for no-fault and workers' compensation cases; generated daily A/R reports.

• Evaluated claim discrepancies, resulting in improved accuracy and faster processing times. Customer Service Agent Nov 2008 – Mar 2009

Northwest Airlines — LaGuardia Airport, NY

• Assisted customers with ticketing, check-in, and travel accommodations, ensuring smooth operations.

• Managed secure luggage processing, improving boarding reliability and traveler satisfaction. Field Representative Nov 2013 – Apr 2014

U.S. Census Bureau (Contract) — New York, NY

• Conducted in-home interviews maintaining strict confidentiality and achieving high completion rates.

• Built trust with respondents through effective communication, contributing to accurate national statistics. Receptionist Aug 2000 – May 2002

SUNY at Buffalo — Buffalo, NY

• Managed front desk operations, answered multi-line phones, and greeted clients professionally.

• Supported staff with administrative tasks and handled sensitive data with discretion. EDUCATION

105 Credits Toward Bachelor of Arts

SUNY at Buffalo — Buffalo, NY 2004

High School Diploma

Washington Irving High School — New York, NY 2000 CERTIFICATIONS & PROFESSIONAL DEVELOPMENT

Microsoft Office Specialist Certification

Microsoft 2014

Office Skills & Professional Development

Grace Institute 2014

COMMUNITY INVOLVEMENT

Active volunteer with Make-A-Wish Foundation and Community Board 7 (Bronx, NY). Recipient of awards for outstanding community service.

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