Bilingual Remote Insurance Customer Service Specialist

SOMERIA HICKMON

Thomaston, GA ***** 205-***-**** ********@*****.***

PROFESSIONAL SUMMARY

Dedicated, efficient, and bilingual Customer Service Specialist with over 5 years of experience in high-volume, 100% remote call center environments. Proven track record of serving as the first point of contact for complex customer needs, with specific expertise verifying coverage and auto requirements, navigating internal client websites, and managing documentation with strict accuracy. Recognized as an exceptional communicator and problem solver who maintains a professional, positive, and empathetic demeanor while working collaboratively across internal departments to resolve claims and service inquiries under tight deadlines. CORE SKILLS

• First point of contact

• Answer incoming calls

• Make outgoing calls

• Enter new claim information

• Client website navigation

• Messages examiner

• Communicates with insureds

• Work collaboratively

• Problem solver

• Strong communicator

• Ability to multi-task

• High volume

• Tight deadlines

• Changing priorities

• Remote working

• Microsoft Office

• Good typing

• Spelling skills

• Bilingual Support

• Verifying coverage

• Insurance Verification

• Documentation Review

• CRM Data Entry

PROFESSIONAL EXPERIENCE

Atrium Staffing (PUBLIC PARTNERSHIP LLC) Remote

Customer Service Representative March 2023 – February 2026

• Served as the primary frontline contact to manage and resolve a high volume of inbound customer inquiries regarding auto requirements and service needs.

• Review, verify, and validate complex insurance documentation to resolve record inefficiencies and expedite service delivery.

• Utilized internal client websites and CRM databases to document interactions, input data, and track case statuses with strict accuracy.

• Communicates with insureds and internal teams using professional phone etiquette, scripted messaging, and active listening to ensure quality standards are exceeded.

• Successfully operated in a fast-paced, high-volume remote working environment, consistently meeting strict productivity metrics and department goals. CHEROKEE FEDERAL Remote

Customer Service Representative May 2022 – March 2023

• Acted as a front-line first point of contact handling incoming calls focused on service problem solver tasks and program education.

• Collected, analyzed, and verified specific data and client requirements to determine program eligibility.

• Navigated multi-line telephone systems and tracking tools to multi-task and handle accurate, real-time documentation of customer interactions.

• Followed corporate guidelines and scripted messaging to ensure consistent, accurate, and strong communicator interactions across all internal channels. ACCESS2CARE (GMR) Remote

Customer Service Representative July 2021 – May 2022

• Delivered high-quality, professional support by answering incoming calls and resolving 30–40 complex technical, coverage, and billing inquiries daily.

• Verifying coverage and insurance information, recognizing errors, and resolving systemic record inefficiencies to clear coverage gaps.

• Managed 100% on-the-phone workflows, efficiently ability to multi-task between live calls and CRM software to seamlessly update account records.

• Collaborative team player who worked collaboratively cross-departmentally to handle escalated tasks, helping the branch meet changing priorities and tight deadlines. EDUCATION

Bachelor of Business Administration and Management South University Graduated: 2023

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