Akaila Thigpen
Columbus,OH
Summary
Customer service and operations professional with 8+ years of experience supporting customers, members, providers, and account holders across healthcare, financial services, travel, claims administration, and education. Experienced in high-volume remote environments, resolving complex concerns, reviewing confidential documentation, explaining account or claim status, and documenting each interaction accurately. Known for clear communication, empathy, de-escalation, problem solving, and consistently meeting quality, compliance, and productivity expectations.
Overview
8
8
years of professional experience
Work History
SERVICE CONTRACTOR
Senture Inc.
10.2025 - Current
- Support members and healthcare providers by reviewing and processing medical claims and authorization requests for accuracy, completeness, compliance, and timely resolution.
- Explain claim status, authorization updates, documentation requirements, and next steps in a clear, professional, and customer-focused manner.
- Handle confidential medical records and verify supporting documents while maintaining privacy standards and detailed case notes.
- Coordinate with providers, members, and internal teams to resolve missing information, reduce delays, and meet quality and productivity goals.
- Remote
SENIOR ACCOUNT MANAGER II
Discover Financial Services
Columbus, OH
10.2023 - 10.2024
- Managed a high volume of customer accounts and provided individualized support for past-due balances, payment concerns, and account questions.
- Used active listening and de-escalation techniques to understand financial situations, explain available options, and negotiate realistic payment arrangements.
- Analyzed payment history and account activity to recommend appropriate resolution strategies while following company and regulatory guidelines.
- Documented customer interactions accurately and maintained professionalism during sensitive or difficult conversations.
- Remote
PAYMENT SOLUTIONS ASSOCIATE
Bread Financial
Columbus, OH
12.2021 - 07.2023
- Assisted customers with account balances, billing questions, payment processing, delinquent accounts, and available payment solutions.
- Negotiated payment plans that balanced customer needs with account requirements and helped improve account resolution.
- Maintained accurate records of conversations, commitments, and account updates in internal systems.
- Built rapport with customers while handling confidential financial information and meeting service, compliance, and productivity standards.
- Remote
TRAVEL AGENT
iX Loyalty
05.2021 - 12.2021
- Supported Chase customers with travel reservations, itinerary changes, cancellations, and service-related questions by phone.
- Identified traveler preferences and researched suitable flight, hotel, and transportation options to create accurate, personalized itineraries.
- Resolved booking issues promptly, communicated policy information clearly, and maintained detailed reservation records.
- Delivered calm, courteous service during time-sensitive travel disruptions and schedule changes.
- Remote
CLAIMS ANALYST I
Epiq Solutions
Dublin, OH
04.2020 - 08.2021
- Reviewed claim submissions and supporting documentation for accuracy, eligibility, completeness, and processing requirements.
- Responded to claimant questions, researched case details, and provided clear updates regarding claim status and required information.
- Conducted quality checks, identified processing errors, and maintained organized, accurate records in a deadline-driven environment.
- Handled sensitive information responsibly and supported efficient claim resolution through strong attention to detail.
LEAD TEACHER
Little Tigers Learning Center
Columbus, OH
07.2018 - 12.2019
- Built trusting relationships with children and families through consistent communication, empathy, and responsive problem solving.
- Managed daily classroom routines, records, and family concerns while maintaining a safe, organized, and welcoming environment.
- Created individualized learning activities and communicated student progress, needs, and next steps to families and staff.
- Strengthened transferable customer service skills including patience, conflict resolution, documentation, and multitasking.
Education
Bachelor of Science - Primary Education
Franklin University
Columbus, OH09.2026
High School Diploma - undefined
Electronic Classroom of Tomorrow
Columbus, OH06.2017
Skills
- Remote Customer Support
- Claims & Authorizations
- Account Resolution
- De-escalation
- Inbound/Outbound Calls
- Medical Records Review
- Payment Plan Negotiation
- Case Documentation
- Additional: Microsoft Office Data Entry CRM/Case Management Systems Confidential Records Quality Assurance Compliance Time Management Team Collaboration
Personal Information
Title: REMOTE CUSTOMER SERVICE | CLAIMS | ACCOUNT MANAGEMENT
Section name
- AKAILA THIGPEN
- REMOTE CUSTOMER SERVICE | CLAIMS | ACCOUNT MANAGEMENT
- Columbus, OH | 614-707-3043 | akailadthigpen@gmail.com
- REMOTE CUSTOMER SERVICE RESUME
Timeline
SERVICE CONTRACTOR
Senture Inc.
10.2025 - Current
SENIOR ACCOUNT MANAGER II
Discover Financial Services
10.2023 - 10.2024
PAYMENT SOLUTIONS ASSOCIATE
Bread Financial
12.2021 - 07.2023
TRAVEL AGENT
iX Loyalty
05.2021 - 12.2021
CLAIMS ANALYST I
Epiq Solutions
04.2020 - 08.2021
LEAD TEACHER
Little Tigers Learning Center
07.2018 - 12.2019
High School Diploma - undefined
Electronic Classroom of Tomorrow
Bachelor of Science - Primary Education
Franklin University