Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Anya Paullus

Wyoming,MI

Summary

Compassionate and dedicated customer service professional with 5+ years of experience supporting customers across healthcare, retail, and hospitality industries. Proven success in remote roles, with strong communication, technical, and multitasking skills. Adept at resolving customer issues quickly and thoroughly, maintaining detailed records, and delivering empathetic service in high-pressure environments. Seeking a remote customer service role to apply my skills in communication, problem-solving, and customer advocacy.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Concentrix
Remote, US
11.2024 - Current
  • Handled inbound and outbound calls daily, assisting members with insurance claims, medication coverage, provider searches, and plan benefits.
  • Demonstrated empathy and professionalism in every interaction, helping members navigate healthcare concerns and reducing call escalations.
  • Accurately updated member data and processed claim information in internal systems while adhering to HIPAA privacy regulations.
  • Followed up with members to confirm resolution, educate them on upcoming policy changes, and promote benefit utilization, increasing member satisfaction.
  • Collaborated with internal teams to troubleshoot claim discrepancies, and ensure timely resolutions.

Guest Service Usher

GLC Live at 20 Monroe
Grand Rapids, MI
09.2022 - Current
  • Greeted over 1,000 guests per week, and provided personalized service in a fast-paced live event venue.
  • Guided patrons to their seats, addressed inquiries about venue policies, and ensured that ADA accommodations were met when needed.
  • Processed ticket transactions and handled point-of-sale systems for merchandise.
  • Acted as a point of contact for conflict resolution during events, successfully de-escalating guest issues.
  • Maintained a clean, safe, and organized environment to enhance guest satisfaction.

Sales Associate

Spencer's Gifts
Grand Rapids, MI
10.2020 - 10.2021
  • Assisted customers with product selection, upselling, and returns, resulting in consistently meeting daily sales goals.
  • Supported store operations by managing inventory restocks, visual merchandising, and loss prevention.
  • Operated registers, processed transactions, and handled refunds while maintaining cash accuracy.
  • Educated customers on promotions and loyalty programs, increasing reward sign-ups.

Sales Floor Associate

F.Y.E Entertainment
Grand Rapids, MI
11.2019 - 03.2020
  • Maintained a clean and engaging store layout by organizing shelves and managing displays.
  • Assisted customers in finding products, placing orders from other store locations, and making informed purchases.
  • Delivered excellent service that encouraged repeat business and promoted positive customer reviews.
  • Helped monitor inventory to reduce stock discrepancies and support accurate restocking.

Assistant Manager

A&W® Restaurants
Grand Rapids, MI
06.2016 - 10.2019
  • Managed a team of 10+ staff, overseeing training, scheduling, and performance evaluations to improve service delivery.
  • Increased employee productivity through effective delegation and cross-training programs.
  • Handled customer concerns, special orders, and service recovery, improving customer satisfaction scores.
  • Ensured compliance with food safety and sanitation guidelines during all shifts.
  • Conducted inventory audits and assisted with ordering supplies to reduce food waste and control costs.

Education

High School Diploma -

Wyoming High School
Wyoming, MI
05-2019

Some College (No Degree) - Nursing

Davenport University
Grand Rapids, MI

Skills

  • Remote Customer Support
  • Healthcare Claims & Medical Terminology
  • CRM & Ticketing Systems
  • Conflict Resolution & De-escalation
  • Call Documentation & Data Entry
  • Time Management & Self-Discipline
  • Technical Troubleshooting
  • Empathetic Communication
  • Point-of-Sale Systems
  • Coaching & Team Leadership
  • HIPAA Compliance
  • Customer Satisfaction Optimization

Languages

Spanish
Limited

Timeline

Customer Service Representative

Concentrix
11.2024 - Current

Guest Service Usher

GLC Live at 20 Monroe
09.2022 - Current

Sales Associate

Spencer's Gifts
10.2020 - 10.2021

Sales Floor Associate

F.Y.E Entertainment
11.2019 - 03.2020

Assistant Manager

A&W® Restaurants
06.2016 - 10.2019

High School Diploma -

Wyoming High School

Some College (No Degree) - Nursing

Davenport University

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