Customer Service & Benefits Support Specialist

NATHAN OWUSU APPIAH

***** *** ********** ****, *** 2112, Laurel MD 20708

email: **************@*****.***

CELL: +1-936-***-****

HEALTHEQUITY

Customer Service Representative (Sept 2025 – July 2026) Roles and Responsibilities

● Answered incoming customer calls, emails, and chats.

● Assisted members with Health Savings Accounts (HSAs), Flexible Spending Accounts

(FSAs), Health Reimbursement Arrangements (HRAs), and other benefits accounts.

● Explained account balances, transactions, contributions, and reimbursements.

● Educated members on account features, benefits, and eligible expenses.

● Guided customers through online account access and mobile app usage.

● Researched and resolved account-related issues and discrepancies.

● Processed and followed up on customer requests and inquiries.

● Escalated complex issues to the appropriate department when necessary.

● Verified customer identity according to security and compliance procedures.

● Provided accurate information regarding policies, procedures, and regulations.

● Met performance metrics such as quality, productivity, and customer satisfaction goals.

● Collaborated with team members and other departments to resolve customer concerns. SAFELITE

Customer Advocate (Feb 2024 – July 2025)

Roles and Responsibilities

● Answered inbound phone calls, emails, and customer inquiries.

● Assisted customers with windshield repair and replacement services.

● Scheduled, rescheduled, and confirmed appointments.

● Guided customers through the auto glass claims process.

● Verified insurance coverage, deductibles, and claim information.

● Explained service options, pricing, warranties, and company policies.

● Resolved customer concerns, complaints, and service issues professionally.

● Processed work orders, invoices, and customer documentations.

● Reviewed and updated customer records for accuracy.

● Coordinated with technicians, dispatch teams, and insurance providers.

● Managed appointment changes, cancellations, and same-day requests.

● Ensured all required information is collected before service appointments.

● Processed payments, credits, rebills, and account adjustments when required. INDOTRONIX

Customer Service Representative (March 2023 – Nov 2023) Roles and Responsibilities

● Handled inbound and outbound calls regarding inquiries about order status, shipment tracking, and product availability.

● Assisted clients with Resolve customer issues related to accounts, billing, and service delivery.

● Provided product information, pricing, and service options clearly and accurately.

● Troubleshooting basic technical or software issues and escalate complex problems to technical teams.

● Documented all customer interactions, cases, and resolutions in company systems.

● Coordinated with internal departments such as logistics, IT, or operations to resolve client concerns.

● Monitored and follow up on open tickets or service requests to ensure timely resolution.

● Maintained customer account data and ensured accuracy in records. MACY’S, WHEATON, MD

Assistant Manager (Dec 2022 – Feb 2023)

Roles and Responsibilities

• Managed in-store events, including new product launches and seasonal floor plan changes, to enhance customer engagement.

• Led employee training initiatives, ensuring staff proficiency in customer service, operational duties, and product knowledge.

• Oversaw staffing schedules and service standards, optimizing team efficiency and improving customer satisfaction.

• Analyzed sales trends and generated detailed reports for management on a weekly, monthly, and annual basis.

• Maintained accurate inventory levels, coordinating stock replenishment and product organization.

EDUCATION

Bachelor’s in Business Administration (10/2011 - 07/2015) University of Buea

LANGUAGE

● English - Fluent

● French - Fluent

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