Data-Driven Customer Service Representative

Collins Amaechi

Innovative Customer Service Representative Leveraging Data-Driven Insights

to Elevate Customer Experience

Douglasville, GA 30135 +1-770-***-**** ***********@*****.*** Professional Summary

• Seasoned customer support with a proven track record of driving operational excellence, fostering high-performing teams, and delivering measurable business results.

• Adept at leveraging data-driving insights to optimize processes, improve efficiencies, and spearhead transformative change.

• Skilled communicator and collaborator, able to align cross-functional stakeholders around shared goals.

• Versatile leader who excels at cultivating inclusive, goal-oriented cultures that empower employees to thrive.

• Passionate about continually enhancing personal and team capabilities to stay ahead of evolving industry trends and market demands.

Willing to relocate: Anywhere

Work Experience

Insurance Verification Specialist

Aveanna Healthcare Remote

November 2022 to May 2026

• Verified insurance coverage for patients by contacting insurance companies and obtaining necessary information

• Reviewed patient records and insurance policies to ensure accuracy of information

• Identify and escalate recurring HMO claim patterns, including underpayments or untimely denials, to support recovery efforts and process improvement.

• Maintain detailed documentation of claim actions within the ticketing system or claims platform to ensure audit-ready records and clear communication across departments.

• Respond to provider and patient inquiries regarding HMO claim status, payment delays, or denial rationale in a timely, professional, and solution-focused manner.

• Identified discrepancies in insurance coverage and resolved issues with appropriate parties

• Maintained up-to-date knowledge of insurance plans, policies, and procedures

• Collaborated with healthcare providers to obtain required documentation for claim submission

• Processed insurance claims accurately and efficiently within specified timeframes

• Investigated and resolved billing errors or denials related to insurance verification

• Communicated effectively with patients regarding their insurance coverage and any potential out-of-pocket expenses

• Ensured compliance with HIPAA regulations when handling sensitive patient information Customer Service Representative

InCommunity Remote

January 2020 to October 2022

• Initiate outbound emails and telephone calls to resolve collection related issues in a professional manner while building and fostering customer relationships.

• Exhibit an understanding of debtor issues and take appropriate actions leading to resolution while acting with sense of urgency.

• Perform reconciliation on outstanding balances by analyzing data in collection related tools and account payment history.

• Collaborate professionally with internal customers to resolve process difficulties and system issues.

• Maintain a daily and accurate record of actions taken to resolve outstanding balances.

• Monitor collection history against monthly plan to ensure individual and department goals achieved.

• Exhibit a positive, problem-solving, and collaborative approach within team. Customer Service Representative

Google Remote

September 2017 to December 2019

• Respond to customer inquiries by phone, email, social media, and chat

• Resolve customer complaints and concerns

• Provide product and service information

• Process orders and prepare correspondences

• Identify opportunities to sell more products and services

• Collect feedback and respond to reviews

• Create helpful content

• Track KPIs

• Maintain accurate records of customer interactions and transactions Education

Computer Science (Bachelor's degree)

University of Buea Buea

October 2013 to August 2017

Skills

Microsoft Word Beauty & cosmetics sales Medical records Active listening Microsoft PowerPoint Telemarketing Windows Software implementation Documentation review Clear language communication Marketing Office experience Growing experience E-commerce Critical thinking Customer-facing systems Sales experience within tech UX Empathy Attention to detail Customer returns handling Manufacturing Phone call management Customer training English IT Phone triage Salesforce Working with people with autism Teamwork Applied behavior analysis Supervising experience Microsoft Teams Technical support representative experience Alternative dispute resolution Payroll SMS customer support Lead generation Data entry Customer support experience within retail industry Customer service manager experience Order inquiry handling Dental office experience Project management Benefits administration Business development Client services Customer retention Customer support - Customer support experience (6–10 years) Detailing Creative problem-solving Sales Analytical thinking Customer support experience within technology industry Customer service through social media Technical troubleshooting support Prospecting Electrical experience Primary care Friendly demeanor Relationship management Leadership Workers' compensation Carrier sales Technical support via phone Microsoft Office Medical collection UI Proactiveness Product demos Medical claim denial management Slack Process management Logistics Mental health facilities Data analytics Organizational skills Time management CRM software Employment & labor law Order management system Writing skills Mechanical knowledge Analysis skills SAP Cash handling Computer literacy Customer support specialist experience Providing product information Customer relationship management SaaS Law office Task prioritization Phone customer support Case management Order processing Customer issue escalation Technical Proficiency Typing Improving customer support response time - Customer support response time improved (More than 30%) Cabling Medical billing Microsoft Project Workers' compensation law Customer support experience within healthcare industry Technical support Call center Aloha POS SAS Bilingual Microsoft Outlook Dentrix Google Workspace Client interaction via phone calls Handling customer inquiries Outbound calling Conflict management HubSpot Computer operation Account management Email customer support HIPAA Cross-departmental negotiation Communication skills Managing teams in a customer support role - Largest customer support team managed (6-10 team members) Adaptive learning Adaptability Experience in startups DME Insurance verification Software troubleshooting Revenue cycle management Electrical systems Call center experience Software development Zendesk Jira WCAG Employee orientation Microsoft Excel Live chat Negotiation Web accessibility B2B Hospitality EHR systems Optical experience Computer skills Professional email communication EMR systems Joint problem solving Intellectual property law Customer service VoIP Confluence Phone etiquette Customer service video conferencing Management Legal administrative experience Trello Social media management Billing issue inquiries Customer support experience within finance industry Managing customer accounts Call center agent experience Medical terminology Languages

English - Fluent

French - Fluent

Canadian French - Fluent

Certifications and Licenses

Driver's License

Additional Information

Authorized to work in the US for any employer

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