Customer Support and Claims Specialist

SARAH PINKA QUAYE

Phone: 515-***-**** Email: ********@*****.***

CAREER PROFILE SUMMARY

Experienced professional with a proven track record in customer-centric roles, showcasing adaptability and proficiency in diverse environments. Adept at fostering positive client relationships and addressing complex inquiries with a solution-oriented approach. Possesses strong organizational skills, ensuring the maintenance of a clean and supportive environment. Demonstrates empathy and effective communication in assisting individuals in reaching their goals and navigating various aspects of their lives. Skilled in utilizing multiple computer systems and maintaining a high level of professionalism in all interactions.

CORE COMPETENCIES

•Customer Service Excellence: Proven ability to handle inbound calls, resolve complex inquiries, and provide exceptional service to clients in various capacities, including mortgage transactions and medical claims.

•Client Support and Empowerment: Adept at creating a positive and collaborative environment, offering support for personal care, cooking, and goal attainment. Demonstrated success in fostering independence and well-being for clients.

•Problem-Solving and Resolution: Expertise in addressing and resolving complex issues, complaints, and past-due accounts with a focus on finding effective solutions, ensuring customer satisfaction, and maintaining positive relationships.

•Communication and Education: Effective communication skills demonstrated in explaining complex topics such as escrow analysis, medical benefits, and financial literacy. Proven ability to educate clients and customers on various aspects of their accounts and services.

KEY SKILLS

•Goal-setting

•Personal care assistance

•Appointment coordination

•Inbound call handling

•Claims review

•Mortgage payment processing

•Escrow analysis

•Complaint resolution

•Debt recovery

•Team collaboration

•Computer literacy

•Multitasking

•Conflict resolution

•Organizational proficiency

EXPERIENCE

Direct Support Professional (DSP) Tyniques Rose Garden LLC Jun 2022-Present

•Spearheaded cooking sessions to foster a collaborative environment with clients, aligning with their individual goals.

•Maintained a clean and organized living space for clients, enhancing their overall well-being and comfort.

•Assisted clients with personal care needs, ensuring a supportive and respectful approach.

•Facilitated community outings and transportation to medical appointments, prioritizing clients' accessibility and well-being.

•Collaborated with clients to identify and work towards personal goals, fostering a positive and empowering atmosphere.

Customer Service Representative Wells Fargo (Aerotek) Jan 2021-Jun 2022

•Managed inbound calls, assisting customers in making mortgage payments and addressing general inquiries.

•Explained and conducted escrow analysis reviews, ensuring customers had a comprehensive understanding of their mortgage.

•Resolved complex customer inquiries and complaints, demonstrating effective problem-solving skills.

•Provided customers with necessary loan documents, ensuring accurate and timely information dissemination.

•Utilized multiple computer systems, including ICMP, Easy Pay, and Chucky, to efficiently execute day-to-day tasks.

Claims and Benefits Specialist Humana (C3) 2018-2021

•Conducted thorough reviews of medical claims and communicated benefits to customers, ensuring clarity and understanding.

•Assisted customers in locating suitable doctors for international travel, emphasizing comprehensive healthcare coverage.

•Provided support in determining and communicating customers' membership status, fostering positive customer relations.

Collections Specialist Wells Fargo Collector1 2016-2017

•Managed the collection process for accounts up to 180 days delinquent, demonstrating effective debt recovery strategies.

•Assisted customers in creating feasible payment plans for past due accounts, promoting financial responsibility.

•Informed and educated customers on credit and interest, enhancing their financial literacy and understanding.

•Demonstrated empathy and understanding in handling past-due accounts, contributing to positive customer relations.

•Maintained a professional approach in all interactions, adhering to regulatory guidelines and ensuring ethical collection practices.

EDUCATION BACKGROUND

Des Moines Area Community College- Business 2013 - 2014 Rock Island High School

REFERENCES

Available Upon Request

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