Andrea Pope
Katy,TX
Summary
Professional support specialist with proven track record in delivering high-quality customer interactions and efficient problem resolution. Skilled in active listening, clear communication, and multitasking within fast-paced environments. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability and flexibility in meeting changing needs.
Overview
9
9
years of professional experience
Work History
Health Insurance Claims Support Representative
WellSense Health Plan
Katy, TX
10.2025 - Current
- Support health plan members and providers by reviewing claim-related questions, account details, benefit information, and service issues in a remote call-based environment.
- Research member records, claim status, eligibility details, and prior interaction notes across internal systems to provide accurate, consistent responses.
- Document each customer interaction with clear notes, action steps, and follow-up details to support continuity, quality review, and escalation handling.
- De-escalate frustrated callers by listening carefully, confirming the issue, explaining next steps in plain language, and keeping the conversation professional.
- Route complex or unresolved issues to the appropriate internal teams with complete background information so the next representative can act quickly.
- Maintain productivity, attendance, and service quality standards while balancing customer care, system navigation, and accurate documentation.
- Resolved claims inquiries, providing accurate information to members and providers.
Virtual Customer Support Assistant
HouseCall Pro
09.2022 - 10.2024
- Handled inbound customer communications for homeowners, technicians, and contractors while supporting account, service, and workflow questions.
- Resolved customer inquiries through phone, email, and chat channels to enhance user satisfaction.
- Provided phone and digital support by clarifying customer concerns, researching information in CRM tools, and guiding users through next steps.
- Maintained organized customer records, service notes, and follow-up details to improve information retrieval and reduce repeat contacts.
- Resolved customer complaints with empathy and clear communication, helping improve satisfaction and retention in a fast-paced support environment.
- Collaborated with teammates to share updates, clarify customer issues, and support consistent handling of escalations and unresolved cases.
- Managed multiple priorities at once, including customer responses, data entry, system updates, and timely follow-through on open items.
Customer Service and Sales Support Representative
Results Companies
Mobile, AL
12.2020 - 11.2021
- Supported customers through account questions, service concerns, order or product inquiries, and issue resolution while maintaining a professional tone.
- Used CRM tools to track customer interactions, update records, capture issue details, and monitor progress from first contact through resolution.
- Explained options clearly, matched customers with appropriate solutions, and used upselling or cross-selling only when aligned with customer needs.
- Consistently worked toward performance goals in a metrics-driven environment focused on quality, customer satisfaction, and timely responses.
- Handled high-volume interactions while staying organized, managing time effectively, and keeping customer details accurate in the database.
- Shared customer feedback and recurring issue trends with team members to support service improvement and smoother customer experiences.
Customer Service Representative
Hertz Car Rental
Mobile, AL
01.2017 - 09.2020
- Resolved customer concerns involving reservations, rental details, account questions, billing issues, and service problems with a calm and helpful approach.
- Guided customers through online processes and service options, breaking down steps clearly for customers who needed extra support.
- Handled escalated customer situations by identifying the core issue, confirming available options, and working toward a fair resolution.
- Updated customer information and service records accurately to support internal follow-up and reduce repeat explanations for customers.
- Supported revenue goals through needs-based upgrades and service recommendations while keeping the customer experience first.
- Helped train and mentor newer team members on service expectations, customer communication, and daily workflow responsibilities.
Education
Bachelor of Science - Marketing
Strayer University
Houston, TX06.2026
Skills
- Live chat and digital customer support
- CRM documentation and case notes
- Customer issue research and resolution
- Escalation handling and follow-through
- Clear written communication
- Multitasking across systems and conversations
- De-escalation and empathy-based support
- Data entry and record accuracy
- Remote support and productivity standards
- Customer satisfaction and quality standards
- CRM tools
- Microsoft Outlook
- Microsoft Excel
- Microsoft Teams
- Customer databases
- Phone and digital support tools
Timeline
Health Insurance Claims Support Representative
WellSense Health Plan
10.2025 - Current
Virtual Customer Support Assistant
HouseCall Pro
09.2022 - 10.2024
Customer Service and Sales Support Representative
Results Companies
12.2020 - 11.2021
Customer Service Representative
Hertz Car Rental
01.2017 - 09.2020
Bachelor of Science - Marketing
Strayer University