Customer Experience Specialist - Healthcare & Banking

FANTASIA ARMSTRONG

Customer Experience Specialist

Avondale, AZ 623-***-**** ********.*********@*****.*** PROFESSIONAL SUMMARY

Customer Experience Specialist with 8+ years of experience providing exceptional service in healthcare, banking, travel, and membership environments. Skilled in high-volume contact centers, de-escalation, Salesforce CRM, Avaya, Genesys, Microsoft Teams, Outlook, Excel, HIPAA compliance, and first-contact resolution. Recognized for professionalism, empathy, and delivering outstanding customer experiences. CORE COMPETENCIES

Customer Experience • Customer Care • Inbound Call Support • Salesforce CRM • Avaya • Genesys • HIPAA Compliance • Conflict Resolution • Case Management • Microsoft Teams • Outlook • Excel • Data Entry • Active Listening • Problem Solving • Relationship Building PROFESSIONAL EXPERIENCE

Cognizant Technology Solutions Customer Experience Specialist – Health Insurance Member Services Oct 2024 – Jul 2026

• Delivered exceptional support for benefits, claims, eligibility, referrals, provider networks, and prior authorizations.

• Accurately documented customer interactions in Salesforce CRM while maintaining HIPAA compliance.

• Resolved complex member concerns and collaborated with internal teams to ensure timely resolutions. Wells Fargo Customer Experience Specialist – Phone Banking Jul 2022 – Oct 2024

• Assisted customers with account maintenance, wire transfers, stop payments, fraud inquiries, and account servicing.

• Protected confidential financial information while consistently delivering outstanding customer service. CLEAR Customer Experience Specialist

Dec 2019 – Mar 2022

• Guided members through enrollment and identity verification while delivering personalized customer support.

• Maintained accuracy, professionalism, and efficiency in a fast-paced airport environment. Hertz Customer Experience Specialist

Aug 2015 – Sept 2019

• Provided consultative customer service, resolved customer concerns efficiently, and built long-term customer loyalty.

• Supported rental operations while maintaining high customer satisfaction and service standards. EDUCATION

UEI College – Phoenix, Arizona

Medical Assisting

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