Bilingual Customer Service & IT Support Leader

Princely Ngwese

Bilingual Customer Service & IT Support Professional

Fort Worth, TX 76123 +1-214-***-**** ****************@*****.*** Professional Summary

Dedicated Customer Service and IT Support Professional with 8+ years of progressive experience delivering high-quality support across healthcare, insurance, and financial services industries. Skilled at managing complex claims processes, patient care coordination, and technical troubleshooting in fast-paced environments. Recognized for building trust with customers, resolving escalations effectively, and ensuring compliance with HIPAA and industry standards. Fluent in English and French, with a proven ability to exceed service-level goals, optimize workflows, and drive measurable improvements in satisfaction, retention, and operational efficiency.

Core Competencies

• Patient & Member Support Insurance Claims Processing Prior Authorization

• Customer Experience (CX) HIPAA Compliance Escalation Management

• IT & Technical Support Remote Troubleshooting Ticketing Systems

• Healthcare Navigation Appointment Scheduling Billing & Reimbursement

• CRM & Data Management (Zendesk, ERP, Remote Desktop)

• Bilingual Communication: English & French Complaint Resolution

• SLA Achievement Process Improvement Cross-Functional Collaboration Professional Experience

Allied Solutions — Fort Worth, TX (Remote)

Insurance Claims Customer Service Representative

October 2021 – February 2026

• Delivered frontline support to policyholders, lenders, and insurance carriers by handling auto, property, and GAP insurance claim inquiries across phone, email, and chat channels.

• Guided customers through the claims filing process, improving clarity of documentation submissions and reducing resubmission rates by 12%.

• Verified policy coverage, claim eligibility, and loan documents to ensure accuracy and compliance with regulatory standards and company policies.

• Coordinated with adjusters, underwriters, and financial institutions to accelerate claims approvals and settlements, contributing to a faster resolution cycle.

• Accurately processed claim forms, payment requests, and supporting documentation, maintaining error rates below 2%.

• Maintained detailed electronic claim records in CRM and claims management systems, enabling accurate tracking, reporting, and audit readiness.

• Resolved escalated disputes and processing delays, consistently achieving customer satisfaction scores above 90%.

• Recognized for exceeding SLAs in call handling, claim turnaround, and case resolution, contributing to department-wide performance targets. IKS Health — Dallas, TX (Remote)

Patient Care Specialist

July 2018 – March 2021

• Served as the primary contact for patients, addressing questions on medications, coverage, and care coordination, which resulted in enhanced patient engagement and retention by 15%.

• Scheduled and managed appointments remotely, reducing no-shows by 10% through proactive reminders, follow-ups, and rescheduling support.

• Verified insurance coverage and collaborated with providers and payors to resolve billing and claims issues, ensuring timely processing.

• Handled patient complaints and escalations with empathy, applying conflict resolution techniques that de-escalated issues and protected patient trust.

• Maintained accurate and up-to-date electronic medical records (EMR), ensuring continuity of care between doctors, nurses, and administrative staff.

• Supported prior authorization processes by coordinating with insurance companies, reducing approval turnaround times and minimizing care delays.

• Demonstrated adaptability by handling high call volumes while still providing individualized attention to each patient.

Ibex — Maryland City, MD

Customer Service Representative

October 2016 – July 2018

• Provided customer support to members regarding dental insurance coverage, eligibility, and benefits, achieving 98% accuracy in case documentation.

• Assisted members in locating in-network providers based on location, preferences, and network availability, increasing provider utilization rates.

• Coordinated appointment scheduling by forwarding detailed member information to dental offices, streamlining the booking process and reducing errors.

• Sent detailed benefit summaries to providers, ensuring treatment planning was informed, accurate, and compliant with policy coverage.

• Handled 80+ inbound calls daily with efficiency, professionalism, and adherence to SLA targets, balancing volume with quality service.

• Escalated complex coverage issues to internal teams, ensuring members received timely resolutions within company service standards.

• Processed transactions and reimbursement requests, reducing payment delays and improving claim cycle efficiency.

• Consistently exceeded performance benchmarks in resolution time, compliance, and member satisfaction scores.

Education

Bachelor's Degree in Economics and Management

University of Douala – Douala, Cameroon

October 2010 – June 2013

Technical Skills

Hardware & Networking: Computer Hardware Setup, System Imaging, Remote Desktop, IT Equipment Deployment, Network Troubleshooting, Windows, Citrix Software & Tools: Zendesk (CRM), Microsoft Office, Google Workspace, ERP Systems, Ticketing Systems, Remote Access Tools, Data Center Support

Customer Service & Communication: Inbound & Outbound Calling, Healthcare Navigation, Complaint Handling, Prior Authorization, HIPAA Compliance, Data Collection, Escalation Resolution

Additional: Fast & Accurate Typing Bilingual: English & French (Fluent)

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