Candace Benjamin
Cleveland,OH
Summary
Customer focused professional with extensive experience in financial services, healthcare insurance, and telecommunications, delivering high-quality support across phone, chat, email, and digital channels. Proven ability to handle high-volume inquiries, review and resolve complex claims and benefits related issues, and maintain accuracy while navigating multiple systems. Strong background in compliance, account servicing, customer verification, and collaborations with members, providers, and internal teams, with a consistent track record of improving customer satisfaction. Skilled in clear, empathetic communication and simplifying complex information to support informed decision-making. Self-motivated, detail-oriented, and committed to delivering efficient, solutions-driven service in fast-paced, multi-channel environments.
Overview
9
9
years of professional experience
Work History
Card Specialist Customer Support
Discover
Hybrid- Chicago, Illinois
04.2024 - 02.2026
- Resolved member inquiries through diverse communication channels, including telephone, email, chat, mail, fax, and in-person interactions.
- Facilitated collaboration among healthcare providers, members, and internal teams to optimize claim processing efficiency.
- Oversaw handling of over 65 calls daily, ensuring efficient communication and resolution.
- Investigated and rectified claim payment discrepancies, ensuring compliance and accuracy through collaboration with internal teams.
- Delivered education and guidance to members and providers regarding benefits coverage and claims processes.
- Oversaw compliance with HIPAA, NCQA, and company policies through rigorous documentation management.
- Oversaw multiple inquiries with efficiency, delivering professional and timely support.
Customer Service Representative
Allstate
Remote
03.2021 - 02.2024
- Maintained a customer resolution rate of 95% over tenure
- Upheld quality control policies and procedures to increase customer satisfaction
- Participated in ongoing proprietary product trainings and certifications
- Executed timely resolution of complex customer issues
- Led team engagement to assist cross-functional departments
Customer Care Advocate
Blue Cross and Blue Shield
Remote
12.2019 - 03.2021
- Resolved member inquiries through diverse communication channels, including telephone, email, chat, mail, fax, and in-person interactions.
- Facilitated collaboration among healthcare providers, members, and internal teams to optimize claim processing efficiency.
- Investigated and rectified claim payment discrepancies, ensuring compliance and accuracy through collaboration with internal teams.
- Delivered education and guidance to members and providers regarding benefits coverage and claims processes.
- Handled 50–70 member inquiries per day via phone, email, chat, and mail, resolving claims, benefits, and enrollment questions efficiently
- Reviewed and processed 100+ healthcare claims per week, ensuring accuracy and compliance with HIPAA and company policies
- Oversaw multiple inquiries with efficiency, delivering professional and timely support.
Quality Assurance Lead
Verizon Wireless Corporation
Livonia, MI
02.2017 - 12.2019
- Set daily, weekly, and monthly goals and plans for the grievance department
- Cross-trained team members, resulting in a 17% increase in customer satisfaction ratings
- Engaged customers via live chat, email, and phone to ensure satisfaction
- Successfully multitasked while navigating service management systems
- Volunteered to handle complaints and escalations during peak periods
Education
High School Diploma - Computational Science
Academy For Business And Technology
Melvindale, MIAssociate of Science - Business Administration And Management
Ohio State University
Columbus, OHSkills
- Customer Support (Chat, Email & Phone)
- Excellent Written & Verbal Communication
- Empathy & Active Listening
- Conflict Resolution & De-escalation
- Problem Solving & Critical Thinking
- Ability to Explain Complex Information Clearly & Simply
- Health & Wellness Communication
- Customer Needs Assessment & Solution Recommendation
- CRM Systems & Customer Data Management
- Multitasking in High-Volume Environments
- Attention to Detail & Accuracy
- Adaptability & Resilience
- Self-Starter with Strong Initiative
- Time Management & Organization
- Team Collaboration & Cross-Functional Support
- Growth-Oriented Mindset
Timeline
Card Specialist Customer Support
Discover
04.2024 - 02.2026
Customer Service Representative
Allstate
03.2021 - 02.2024
Customer Care Advocate
Blue Cross and Blue Shield
12.2019 - 03.2021
Quality Assurance Lead
Verizon Wireless Corporation
02.2017 - 12.2019
High School Diploma - Computational Science
Academy For Business And Technology
Associate of Science - Business Administration And Management
Ohio State University