DEMONREAL HILL
Houston,Tx
Summary
Customer Service Representative with strong communication skills and a commitment to providing excellent service. Experienced in handling inbound and outbound calls, resolving customer concerns, and processing claims and account information with accuracy and confidentiality.
Customer service professional with proven ability to improve customer satisfaction and streamline support processes. Valued for strong collaboration and adaptability in dynamic environments. Known for problem-solving skills and empathetic communication.
Overview
9
9
years of professional experience
Work History
Customer Support Specialist
Equiniti
Remote
12.2025 - 05.2026
- Resolved customer inquiries through multiple channels, ensuring timely and effective support.
- Implemented process improvements to enhance customer satisfaction and reduce response times.
- Trained new team members on systems, processes, and best practices for customer engagement.
- Developed knowledge base articles to streamline information access for customers and staff.
- Led and supported a team of customer service representatives during high-volume tax season.
- Assisted customers with securely accessing confidential tax documents through the online portal.
CLAIMS CUSTOMER SERVICE REPRESENTATIVE
Progressive
01.2023 - 01.2025
- Assisted policyholders with filing claims, answering questions, and providing timely updates throughout the claims process.
- Reviewed claim documentation for accuracy, completeness, and compliance with company policies.
- Investigated claims by gathering necessary information from customers, adjusters, and third parties to facilitate resolution.
- Educated customers on coverage details, claim procedures, and next steps to enhance understanding and clarity.
- Coordinated with internal departments and external partners to expedite claim settlements, improving overall customer satisfaction.
- Investigated discrepancies between customers' records and company documents to resolve disputes quickly and efficiently.
- Integrated facts, confirmed coverage and liability, negotiated settlements, and determined payments for claims.
- Resolved customer issues and disputes with professionalism, empathy, and adherence to company standards.
- Maintained knowledge of insurance regulations, policy language, and fraud detection techniques.
- Supported efforts to reduce claim cycle times and improve customer satisfaction metrics.
FRAUD CUSTOMER SERVICE REPRESENTATIVE
FIS Global
01.2020 - 01.2022
- Investigated suspicious account activity, unauthorized transactions, and identity theft reports to prevent fraud exposure.
- Handled high-volume inbound calls from cardholders regarding fraud alerts, chargebacks, and account security concerns.
- Verified customer identity using multi-step authentication protocols to ensure compliance with banking regulations.
- Documented all case activity and resolutions in internal fraud systems and customer account records.
- Educated customers on fraud prevention tools, dispute processes, and account security best practices.
- Collaborated with internal fraud teams and financial institutions to resolve cases efficiently.
- Processed claims, account freezes, and refunds in accordance with company policies and regulatory guidelines.
- Delivered empathetic and professional support during sensitive fraud situations while maintaining high service standards.
- Monitored real-time transactions and flagged suspicious activity for review to reduce risk.
- Maintained up-to-date knowledge of bank fraud trends, regulatory changes, and compliance requirements.
- Remote
CUSTOMER SERVICE REPRESENTATIVE
Advanced Call Center Technologies
01.2019 - 01.2020
- Managed high-volume inbound and outbound calls, addressing customer inquiries, complaints, and service requests efficiently.
- Resolved complex customer issues by actively listening, troubleshooting, and providing accurate solutions.
- Maintained detailed records of customer interactions using CRM and call tracking systems.
- Assisted customers with billing questions, account updates, and service troubleshooting.
- Followed company policies and procedures to ensure compliance and quality standards.
- Demonstrated empathy and professionalism to build positive customer relationships and enhance satisfaction.
- Collaborated with internal teams to escalate and resolve technical or service-related problems.
- Met or exceeded daily performance metrics including call quality, average handling time, and customer satisfaction scores.
- Provided product information, upsell opportunities, and promoted service enhancements during calls.
- Participated in ongoing training to stay current on company offerings, systems, and customer service best practices.
MEMBER SERVICE REPRESENTATIVE / TELLER
Woodforest National Bank
01.2017 - 01.2020
- Served a large volume of customers during high-traffic shifts while maintaining professionalism, composure, and service accuracy.
- Addressed customer demands, calls, billing inquiries, payment processing, fraud concerns, and account support.
- Adhered to regulatory and internal guidelines to safeguard sensitive financial and customer data from misuse or breaches.
- Set up and activated new cardholder accounts, walking customers through terms, online access, and usage policies.
- Used strong knowledge of financial products and services to confidently educate customers on card features, benefits, and pricing.
- Provided outstanding service to both new and long-standing cardmembers by listening attentively, resolving concerns, and building rapport.
- Verified customer identification against required documents per bank procedures, ensuring regulatory compliance.
- Processed card payments, updated billing details, issued credits, and addressed transaction disputes with accuracy and care.
- Answered inbound customer calls, chats, and emails promptly, delivering clear and supportive communication across channels.
- Maintained accurate system records by inputting customer data and documenting service activity during and after calls.
- Balanced daily balancing of transactions and ensured any discrepancies were promptly addressed or escalated.
- Ensured compliance with federal banking regulations and internal standards while supporting cardmember services operations.
- Assisted customers with card activation, PIN resets, account lockouts, and fraud prevention steps, ensuring secure and efficient resolution.
- Provided account support related to payment plans, statement reviews, late fee inquiries, and credit limit understanding.
- Promoted digital tools such as paperless billing and mobile banking apps to enhance customer convenience and engagement.
Education
Diploma -
Jones Futures Academy
Houston, TX05.2017
Skills
- Inbound and outbound calling
- Complaint resolution
- Call Management
- Policy adherence
- Multitasking and organization
- Denied claims identification
- Claim amount calculations
- Appraisal regulations
- Claims management
- Client account management
- Multitasking and prioritization
- Calm and professional under pressure
- Building customer trust and loyalty
- Data entry and maintenance
- Report creation and generation
- Policy renewals
- Account updating
- CRM software proficiency
- Data entry proficiency
- Loan processing
- Banking regulations
- Credit solutions guidance
- Client confidentiality
- Technical troubleshooting
- Payment processing
- Claims processing
- Database management
- Conflict resolution
- Attention to detail
- Effective communication
- Claims support
- Active listening
- Claim processing
- Insurance terminology
- Issue resolution
- Billing reconciliation
- Credit assessment
- Banking software
- Billing resolution
Timeline
Customer Support Specialist
Equiniti
12.2025 - 05.2026
CLAIMS CUSTOMER SERVICE REPRESENTATIVE
Progressive
01.2023 - 01.2025
FRAUD CUSTOMER SERVICE REPRESENTATIVE
FIS Global
01.2020 - 01.2022
CUSTOMER SERVICE REPRESENTATIVE
Advanced Call Center Technologies
01.2019 - 01.2020
MEMBER SERVICE REPRESENTATIVE / TELLER
Woodforest National Bank
01.2017 - 01.2020
Diploma -
Jones Futures Academy