ANISHA GERMANY
Summary
Results-driven customer service and claims professional with 16+ years of experience delivering exceptional client support, resolving complex issues, and building strong customer relationships in fast-paced environments. Skilled in handling high-volume calls, de-escalating concerns, processing claims, and providing accurate coverage information with professionalism and empathy. Strong background in communication, problem-solving, multitasking, and attention to detail, with the ability to manage sensitive situations while maintaining compliance and customer satisfaction. Adaptable team player committed to delivering efficient service and positive outcomes for both members and the company.
Overview
8
8
years of professional experience
Work History
Claims Contact Center Representative
USAA
San Antonio, Texas
07.2025 - Current
- Handle inbound and outbound claims-related calls, providing exceptional member service and empathy to alleviate stress during difficult situations.
- Assist members in filing new insurance claims, clarifying coverage and deductibles to enhance understanding.
- Educate members on claim timelines and next steps, promoting transparency and satisfaction with available benefits.
- Manage high call volumes while meeting performance metrics such as quality assurance, productivity, and customer satisfaction goals.
- Assist with team training by mentoring new representatives that join the team.
SAFETY SUPPORT SPECIALIST
Uber
San Antonio, US
07.2024 - 07.2025
- Supported safety incidents, enhancing user protection and confidence.
- Delivered empathetic, real-time assistance during high-stress situations.
- Managed communications via calls, chats, and emails for safety-related issues, facilitating timely resolutions.
- Managed communications via calls, chats, and emails for safety-related issues.
- Contributed to safety measures and user satisfaction, fostering a safer environment.
FRAUD PREVENTION SPECIALIST
Social Security Administration
San Antonio, US
04.2023 - 06.2024
- Analyzed complex data to detect fraud patterns, enhancing prevention strategies.
- Identified transaction discrepancies to enhance fraud detection accuracy.
- Understand fraud schemes to anticipate and prevent issues effectively.
- Filed fraud disputes with financial institutions to ensure compliance.
- Ensured adherence to fraud prevention laws and standards to mitigate legal risks.
TECHNICAL SUPPORT
Apple
San Antonio, US
08.2020 - 01.2023
- Delivered tier 1 and tier 2 technical support to end-users via phone, email, and live chat, effectively resolving hardware and software issues.
- Diagnosed and troubleshot issues related to operating systems, network connectivity, and application errors, achieving a 95% first-call resolution rate.
- Managed and updated the company's ticketing system. Ensuring all incidents and requests were logged, tracked, and resolved within SLA timelines.
- Conducted remote desktop sessions to assist users with complex technical problems. Resulting in a 20% reduction in average resolution time.
- Created and maintained a comprehensive knowledge base of FAQs and troubleshooting guides, enhancing team efficiency and user self-service capabilities.
- Developed and updated comprehensive knowledge base of FAQs and troubleshooting guides, improving team efficiency and user self-service options.
DISPATCHER
Amazon DSP
San Antonio, US
11.2018 - 07.2020
- Optimized delivery routes for 50+ drivers, enhancing efficiency and timely deliveries.
- Utilized GPS and routing software to adjust for traffic, optimizing delivery timelines.
- Managed driver schedules, ensuring compliance and peak hour coverage.
- Monitored real-time conditions, adapting routes to enhance customer satisfaction.
- Streamlined communication protocols among drivers, improving response times and team collaboration.
Education
HIGH SCHOOL DIPLOMA - General Studies
Berkeley High
Berkeley, CASkills
- Claims Processing
- Claims Analysis
- First Notice of Loss
- Insurance Proficiency
- Risk Assessment
- Team Training
- Compliance Awareness
- Customer Service
- De-Escalation
- Active Listening
- Customer Assistance
- Call Center
- Process Improvement
- Time Management
- Problem Solving
- Conflict Resolution
- Patient Care
- Time Management
Personal Information
- Date of Birth: 03/07/84
- Driving License: 1
Timeline
Claims Contact Center Representative
USAA
07.2025 - Current
SAFETY SUPPORT SPECIALIST
Uber
07.2024 - 07.2025
FRAUD PREVENTION SPECIALIST
Social Security Administration
04.2023 - 06.2024
TECHNICAL SUPPORT
Apple
08.2020 - 01.2023
DISPATCHER
Amazon DSP
11.2018 - 07.2020
HIGH SCHOOL DIPLOMA - General Studies
Berkeley High