Remote Customer Support Specialist with 3+ Years Experience
Resume:
C O N T A C T
*************@*****.***
Dallas, Texas 76131
UNIVERSITY OF BENIN
BACHELOR OF ARTS -
LANGUAGES
BENIN- CITY, NIGERIA
E D U C A T I O N
S K I L L S
Active Listening
Quick Typing Skills
Detail-Oriented
Confidentiality & HIPAA
Ticket Management
Microsoft 365
Issue Resolution
Data Entry
Zendesk
Salesforce
Customer Service
Communication Skills
Empathy
English: Fluent
French: Basics
L A N G U A G E S
P R O F I L E S U MMARY
Experienced and compassionate Customer Service Representative with 3+ years in healthcare and service industries. Skilled in resolving complex issues, managing sensitive data, and delivering exceptional support in fast-paced, remote environments. Proficient in Microsoft 365, Salesforce, and Zendesk, with a strong focus on empathy and customer satisfaction.
WORK E X P E R I E N C E
JAN 2023- DEC 2025
HIS & HER HEALTH
CUSTOMER SERVICE REPRESENTATIVE (REMOTE)
TRINITY NANNIES SEP 2023 - DEC 2023
CALL CENTER AGENT (REMOTE)
Aug 2022 - Aug 2023
CAREFIRST INC
PATIENT SERVICE REPRESENTATIVE
Served as the first point of contact for patients seeking mental health and medical services via phone, email, and secure chat platforms. Scheduled telehealth and in-person appointments across multiple providers, ensuring accuracy in time zones and provider availability. Verified patient insurance coverage and eligibility, including Medicaid, Medicare, and commercial carriers.
Assisted patients with intake forms, portal access, billing inquiries, and follow-up reminders, maintaining HIPAA compliance at all times. Triaged urgent calls and routed critical mental health needs to clinicians or crisis teams appropriately.
Maintained accurate electronic health records (EHR) by updating contact info, appointment notes, and communication logs.
Handle inbound and outbound calls, emails, and chat messages from prospective clients and caregivers.
Answer questions about services, availability, onboarding process, pricing, and policies.
Screen caregiver applicants; collect application details, verify availability, and initiate background check documentation.
Assist families: gather requirements, explain placement steps, schedule interviews, and guide via CRM updates.
Maintain and update accurate records of communications in internal systems. Participate in weekly team briefings to align on updates, challenges, and best practices.
Respond to member inquiries: clarify requests, research solutions, and provide accurate information; escalate complex issues as needed. Process and analyze claims: assess diagnosis, procedures, provider data, contracts, and system guidelines to calculate deductibles, benefits, and manage payment discrepancies.
Handle enrollment and billing: execute enrollment transactions per underwriting guidelines; support accurate billing for new, existing, or transferred clients; manage payment methods (e.g., direct pay, credit card, ACH). Collaborate on care management: identify members who may benefit from managed care interventions and coordinate with clinical staff to implement them. GLORIA EFERARO
CUSTOMER SERVICE EXPERT
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