Customer Support Specialist

Resume

Phillip Wright

**** ****** ** *** **** Houston, TX 77060

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

Summary of Qualifications:

I have over 25 years' experience working with customers in person and on the phone working to resolve customer issues.

Professional Experience:

AWL:

December 2025-Present

Perform Outbound calls on auto to clients to see Insurance products such as Auto, Home, Renters, Health and Life Insurance.

Screen callers with questions about the current services. Transfer leads to license agents in their area to process an insurance quote. Activus Connect LLC.

August 2024-May 2025

Take inboard intake calls from employees from different companies to begin the leaves of absence process for medical and mental health claims. Ensure employees are providing the proper documentation in a timely manner so, the claims manager reviews the information to decide.

Explain how the determination process is approved/denied and the next steps to take based on status of claim.

June 2025-Present

Help Participants with their Health Saving Accounts/Flexible Spending Accounts/Dependent Care Accounts.

Explain to participants the process of submitting a claim for reimbursement and the receipt needed to ensure their claim is approved.

Explain the options available to submit a claim mail, mobile app, or through the benefits link on the corporate site.

Inform Participants which mobile app they should use based on which platform their company is housed.

Escalate Issues with claims where the participant provided correct information however, is still denied. Communicate status of escalation as needed for participants. World Pay

September 2017-February 2024

Work to diffuse upset customers and use the tools provided to me to address their needs. Assist with merchants with billing issues by explaining why they were billed the fees on their monthly statement.

Fully resolve customer issues to their satisfaction. Interface with Internal and External teams to help resolve any issues. Work the escalation mailbox to address compliant from regulatory agencies IE(State Attorney General's Office, BBB, and PUC)

Report any network outages to a management and appropriate Network Database Team Perform a deep dive into customers' accounts to determine alternatives to prevent future issues.

Education:

High School Diploma : Cypress Creek Senior High Graduated :1984