ANEKA WHIPPLE
Wisconsin Physicians Service (WPS) / TRICARE
Fort Lauderdale,FL
13
years of professional experience
Resourceful and results-driven Call Center Representative with over 10 years of experience delivering exceptional customer support across healthcare, insurance, and telecommunications sectors. Demonstrated expertise in complex claims reprocessing, technical troubleshooting, billing management, and omnichannel support (phone, email, web chat). Proven leader with a background in supervising agents, conducting quality assurance, and driving key performance metrics. Self-motivated, highly organized, and skilled in navigating CRM platforms to resolve complex issues on first contact.
Work History
CUSTOMER SERVICE REPRESENTATIVE
3 Years 1 Month- Responded to high-volume member inquiries via phone and email regarding medical claim statuses, coverage, and benefit details.
- Evaluated and reprocessed or adjusted complex healthcare claims to ensure accurate reimbursement and resolution.
- Provided real-time web support through live chat and phone channels to resolve navigation and account access issues efficiently.
- Maintained strict adherence to HIPAA guidelines and data privacy regulations when handling sensitive patient health information.
- Remote
CUSTOMER SERVICE REPRESENTATIVE
2 Years 2 Months- Guided members through inquiries regarding WellCare Medicare Prescription Drug Insurance coverage and policy benefits.
- Processed premium payments, enrollment requests, plan modifications, and disenrollments accurately in alignment with CMS standards.
- Investigated and resolved prescription claims inquiries on first contact to boost customer satisfaction and retention.
- Remote
CUSTOMER SERVICE REPRESENTATIVE
2 Years 8 Months- Resolved complex billing inquiries, explained statement details, and upgraded services to increase customer satisfaction and retention.
- Conducted step-by-step remote technical troubleshooting for internet, cable, and phone services to restore connectivity.
- Scheduled technician visits and managed appointment logistics to minimize service downtime for subscribers.
- Remote
CALL CENTER SUPERVISOR
1 Year 10 Months- Supervised, coached, and mentored call center agents to elevate service quality, call performance, and customer satisfaction metrics.
- Conducted regular quality assurance monitoring and maintained structured logs of call statistics and operational data.
- Partnered cross-functionally with internal insurance departments to expedite and resolve escalated member disputes.
CUSTOMER SERVICE REPRESENTATIVE
2 Years 4 Months- Initiated property insurance claim submissions and provided policyholders with regular status updates.
- Scheduled and coordinated adjuster appointments for on-site damage assessments following property loss events.
Education
High School Diploma
Skills
Customer Support: Inbound/Outbound Calls
Omnichannel Support (Phone
Email
Live Chat)
Problem Resolution
De-escalation
Healthcare & Insurance: Claims Processing & Reprocessing
Benefits Verification
TRICARE & Medicare Plans
Enrollment/Disenrollment
Call Center Operations: Quality Assurance (QA) Monitoring
Agent Coaching & Leadership
KPI & Performance Tracking
SLA Compliance
Technical Skills: Technical Troubleshooting
CRM Systems
Call Routing Software
Account Management
MS Office Suite
Timeline
CUSTOMER SERVICE REPRESENTATIVE
Wisconsin Physicians Service (WPS) / TRICARE
02.2023 - 03.2026Read More
CUSTOMER SERVICE REPRESENTATIVE
Teleperformance USA / WellCare
11.2020 - 01.2023Read More
CUSTOMER SERVICE REPRESENTATIVE
Arise Platform / Comcast
03.2018 - 11.2020Read More
CALL CENTER SUPERVISOR
Teleperformance / Centene
10.2015 - 08.2017Read More
CUSTOMER SERVICE REPRESENTATIVE
iQor / Citizens Property Insurance
05.2013 - 09.2015Read More
Wilkinson County High School
High School Diploma
Read More