Customer Service & Administrative Support Specialist

Akeila Herron

Orland Park, IL 660-***-**** ************@*****.***

PROFESSIONAL SUMMARY

Dedicated customer service and administrative professional with more than 18 years of experience delivering high-quality support across financial services, healthcare, insurance, and utility industries. Proven ability to manage high-volume customer interactions, resolve complex account issues, and maintain accurate documentation while ensuring professionalism and compliance. Recognized for strong communication, problem-solving, relationship-building, and the ability to provide empathetic, solution-focused service in fast-paced environments.

CORE COMPETENCIES

Customer Service Excellence • Account Management • CRM & Database Systems • Call Documentation • Administrative Support • Conflict Resolution • Professional Communication • Billing & Account Assistance • Time Management • Multi-Tasking • Data Entry Accuracy • Confidential Information Handling

PROFESSIONAL EXPERIENCE

Customer Care Advocate – Berlin Packaging, Chicago, IL (July 2025 – Present)

Provide timely and professional support to customers through phone and email communication regarding orders, product inquiries, and account concerns.

Maintain accurate customer records and detailed documentation of interactions within internal systems to ensure service continuity.

Collaborate with internal departments to resolve customer issues efficiently and improve overall customer satisfaction.

Demonstrate strong problem-solving skills while managing multiple priorities in a fast-paced customer service environment.

Provider Network Coordinator I – CareSource, Remote (March 2022 – January 2024)

Served as a primary point of contact for healthcare providers, responding to inquiries related to network participation, claims, and policy information.

Reviewed and documented provider communications while ensuring accuracy, compliance, and timely follow-up.

Coordinated with internal teams to resolve escalated concerns and improve provider experience.

Managed sensitive healthcare information with professionalism and confidentiality.

Customer Service Representative – Kansas City Water, Kansas City, MO (January 2019 – March 2022)

Assisted customers with billing inquiries, payment arrangements, account updates, and service-related concerns.

Resolved customer issues by identifying solutions, explaining policies, and ensuring positive customer outcomes.

Processed account information accurately while maintaining compliance with company procedures and standards.

Handled high call volumes while delivering professional and courteous service.

Claims Support Specialist – AIG, Olathe, KS (July 2017 – September 2018)

Supported claims operations by gathering, reviewing, and documenting claim-related information and supporting documentation.

Communicated with customers and internal teams regarding claim status updates and required documentation.

Maintained organized records while ensuring accuracy and attention to detail throughout the claims process.

Customer Service Representative – Credit Card Division – U.S. Bank, Overland Park, KS (February 2015 – July 2017)

Provided customer support for credit card accounts, including account inquiries, payment processing, and transaction assistance.

Resolved account concerns while maintaining professionalism, empathy, and adherence to banking regulations.

Educated customers on available products, services, and account features to enhance customer satisfaction.

EDUCATION

A.A.S. in Criminal Justice Colorado Technical University 2012

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