Amaya Land
Pearland,TX
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
6
6
years of professional experience
Work History
Customer Service Claims Specialist
Assurant
03.2023 - Current
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
- Followed up with customers on unresolved issues.
Customer Service Representative
Kaiser Permanente
12.2021 - 01.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Healthcare Customer Service Representative
Alorica
02.2021 - 10.2021
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
Cashier-Part Time
HEB
11.2020 - Current
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
Beauty Chat Advisor
Sephora
06.2019 - 09.2020
- Worked closely with supervisors on quality assurance initiatives to uphold excellent service standards across all channels.
- Succeeded in maintaining a high level of professionalism during high-pressure situations or challenging conversations with customers.
- Handled sensitive customer information securely while adhering to strict confidentiality guidelines.
- Identified opportunities for upselling or cross-selling during chat interactions, driving revenue growth.
- Maintained up-to-date knowledge of company policies, procedures, products, and services for effective assistance.
- Provided detailed documentation of chat interactions to enhance record keeping and facilitate future communications with customers.
Education
Bachelor of Science - Kinesiology With Teacher Certification
Prairie View A&M University
Prairie View, TX05-2025
High School Diploma -
George Bush High School
Richmond Texas05-2022
Skills
- Claims
- Claims processing
- Claims investigation
- Verbal communication
- Microsoft office
- Documentation review
- Customer service
- Patient care
- medical terminology
- MS Office Proficiency
- Patience
- Teacher Support
- Insurance Plan Verification
- Insurance Terminology
- Trouble shooting and Assistance
Timeline
Customer Service Claims Specialist
Assurant
03.2023 - Current
Customer Service Representative
Kaiser Permanente
12.2021 - 01.2023
Healthcare Customer Service Representative
Alorica
02.2021 - 10.2021
Cashier-Part Time
HEB
11.2020 - Current
Beauty Chat Advisor
Sephora
06.2019 - 09.2020
Bachelor of Science - Kinesiology With Teacher Certification
Prairie View A&M University
High School Diploma -
George Bush High School
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