Experienced Customer Service Specialist in Insurance & Health

Moses Elabor

Atlanta, GA 470-***-**** ***********@*****.***

Professional Summary

Results-oriented Customer Service Representative with over 8 years of experience providing exceptional customer support in insurance, healthcare, and telecommunications industries. Proven ability to manage high-volume inquiries, resolve complex issues, and deliver solutions that improves customer satisfaction. Skilled in CRM systems, claims handling, HIPAA compliance, and technical troubleshooting. Recognized for strong communication, empathy, and cross functional collaboration.

Core Skills

● Claims & Policy Support

● Appointment & Care Coordination

● Technical & Billing Support

● Insurance Verification

● CRM & Call Center Operations

● Conflict Resolution

● Multichannel Communication (Email, Chat)

● HIPAA & Regulatory Compliance

● Upselling & Customer Retention

● Team Collaboration & Documentation

Professional Experience

Customer Service Representative

Allstate Insurance – Atlanta, GA

March 2022 – Present

● Respond to inbound customer inquiries regarding auto, home, and renter’s insurance policies, coverage, billing, and claims.

● Provide detailed policy explanations and guidance, helping customers make informed coverage decisions.

● Process changes to policies, including endorsements, cancellations, reinstatements, and payment plans.

● Support claims filing by gathering information, initiating claims, and following up with adjusters and customers.

● Utilize Allstate’s internal CRM and claims systems to document customer interactions and case statuses.

● Identify opportunities to upsell additional coverage or offer bundled insurance solutions.

● De-escalate complaints effectively while maintaining a professional and empathetic tone.

● Collaborate with underwriting, billing, and technical teams for complex resolution.

● Meet performance metrics such as average handle time, first contact resolution, and customer satisfaction scores.

● Stay current with state insurance regulations and Allstate updates through continuous training.

Patient Services Representative

Emory Healthcare – Atlanta, GA

May 2018 – Feb 2022

● Handled an average of 60+ patient calls daily regarding appointments, test results, billing inquiries, and referrals.

● Scheduled and coordinated appointments across multiple specialties using EPIC and other EHR systems.

● Verified insurance coverage and pre-authorizations prior to appointments and procedures.

● Explained billing statements and assisted patients with setting up payment plans. • Maintained strict confidentiality of medical records and patient interactions in compliance with HIPAA regulations.

● Triaged patient concerns and routed calls to the appropriate medical or administrative departments.

● Participated in training new staff on communication protocols and front-desk procedures.

● Resolved patient complaints quickly, increasing patient satisfaction scores by 15%. • Updated demographic information and ensured accuracy in the system for future medical correspondence.

● Supported physicians and nurses with administrative tasks, including faxing referrals and checking lab result statuses.

Customer Service Representative – Call Center

AT&T – Atlanta, GA

January 2015 – April 2018

● Handled high-volume inbound calls regarding wireless, internet, and TV services for both residential and business customers.

● Provided real-time technical support for service disruptions, device issues, and account setups.

● Processed billing adjustments, payments, plan upgrades, and service modifications. • Educated customers on new products, promotions, and service bundles tailored to their usage and needs.

● Achieved customer retention by proactively addressing concerns and offering effective solutions.

● Collaborated with technical support and field service teams to resolve escalated service issues.

● Consistently exceeded call quality and customer satisfaction goals with a 95%+ CSAT score.

● Resolved disputes and service complaints with diplomacy, leading to improved Net Promoter Scores (NPS).

● Documented all interactions accurately in internal CRM systems for future reference.

● Participated in monthly team briefings and continuous learning sessions to stay updated on AT&T’s evolving services.

Education

University of Lagos, Nigeria

BSc Computer Science & Information Technology

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