Remote Customer Service Specialist with 8 Years Experience

KAFFY SUMON

Professional Summary

Dedicated Remote Customer Service Specialist with 8 years of experience in delivering top-tier customer support. Adept at resolving customer inquiries, troubleshooting issues, and ensuring customer satisfaction through clear communication and problem-solving skills. Proficient in CRM systems, live chat, and email support, with a strong ability to work independently in a remote setting.

Work History

United Health Group- Healthcare Customer Service Specialist Feb 2023 – Present

Fulshear, TX

Assist patients with inquiries regarding insurance coverage, billing, and claims processing.

Verify patient eligibility, benefits, and prior authorization requirements.

Resolve escalated customer complaints and work with insurance carriers to ensure smooth processing of claims.

Maintain HIPAA compliance while handling sensitive patient information.

Utilize electronic health record (EHR) systems and customer management software to update and track patient information.

Process and document patient payments and assist with financial aid applications.

Provide follow-up support to ensure patient satisfaction and issue resolution.

Train new team members on company policies and best practices for handling patient concerns.

Capital One– Customer Service Support Specialist Jan 2021 – Feb 2023 Fulshear, TX

Worked with customers daily to sustain and improve business relationships.

Ensured accurate setup, maintenance, and closure of all customer account information.

************@*****.*** 281-***-****

Fulshear, TX

Skills

Excellent communication skills

Empathy and patience

Strong problem-solving abilities

Adaptability and flexibility

Active listening skills

Strong product knowledge

Multitasking and prioritization

Teamwork and collaboration

Appointment Scheduling

Data entry & documentation

CRM Systems – Salesforce, Zendesk, etc.)

Education

University of North Texas

Denton, Texas

Bachelor of Science: Kinesiology

Handled all customer issues by following the customer complaint resolution policy, addressing concerns promptly and effectively.

Performed soft collections for customers on credit hold or with past due accounts, and effectively managed cash handling responsibilities.

Actively engaged in ongoing training and professional development to stay updated on industry trends and enhance sales and customer service skills.

Collaborated with internal teams and departments to coordinate efforts and deliver seamless customer experiences.

Maintained a high level of product knowledge and awareness of industry trends to educate customers on available offerings and promote additional products or services.

Received positive feedback from customers and colleagues for delivering exceptional customer service and achieving sales targets.

Ensured accurate and timely setup, maintenance, and closure of customer account information, minimizing errors and improving data integrity.

Effectively resolved customer issues and complaints by following established policies and procedures, resulting in high levels of customer satisfaction and retention.

Managed soft collections activities for customers on credit hold or with past due accounts, utilizing effective communication and negotiation skills to facilitate timely payments and reduce outstanding balances.

Verizon Wireless- Customer Service Rep. Jan 2018 – Dec 2020 Fulshear, TX

Provide top-tier customer support for Verizon Wireless customers via phone, chat, and email.

Troubleshoot technical issues, billing inquiries, and account- related concerns.

Guide customers through plan upgrades, device activations, and troubleshooting steps.

Maintain high customer satisfaction ratings through excellent problem resolution.

Assist customers with understanding their wireless plans, features, and account settings.

Process payments, adjustments, and resolve billing discrepancies.

Handle escalations and collaborate with other departments to ensure customer issues are resolved efficiently.

Educate customers on self-service options and digital tools to enhance their experience.

Adhere to company policies and compliance regulations while handling sensitive customer information.

Participate in team meetings and training sessions to stay updated on new products and procedures.

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