Summary
Overview
Work History
Education
Skills
Timeline
Generic

Desiree Holloway

Houston,TX

Summary

Customer service and claims specialist with 6+ years of experience supporting high-volume, remote contact centers. Adept in long-term care and insurance claims processing, policy interpretation, and cross-functional collaboration.

Overview

8
8
years of professional experience

Work History

Client Support Associate

AmeriGas
06.2022 - 04.2025
  • - Resolved 40+ inbound inquiries daily regarding billing and claims, maintaining a 95% first-call resolution rate.
  • - Interpreted policy provisions to determine payment eligibility, ensuring claims were processed in accordance with SOPs and internal guidelines.
  • - Delivered clear, policy-based explanations to policyholders and authorized representatives regarding coverage, benefit periods, and required documentation.
  • - Mentored new associates on SOPs, de-escalation strategies, and multi-monitor navigation, helping reduce onboarding time by 30%.

Chat Support Specialist

Saleytics
08.2019 - 05.2022
  • - Provided real-time support for eligibility, claims, and benefits inquiries, achieving 97% documentation accuracy.
  • - Processed inquiries aligned with contract terms and coverage details, escalating complex medical scenarios for adjudication.
  • - Collaborated with QA and training departments to enhance knowledge base articles and support consistent resolution practices.
  • - Completed remote training modules and consistently met compliance and quality assurance standards.

Customer Support Representative

Sitel
10.2017 - 07.2019
  • - Handled account, billing, and technical issues across multiple platforms, contributing to a 25% reduction in repeat calls.
  • - Delivered empathetic, accurate service in a fast-paced environment while meeting KPIs for handling time and customer satisfaction.
  • - Trained in policy explanation and conflict de-escalation, strengthening customer trust and improving retention.

Education

Some College (No Degree) - Child and Family Services

Stephen F. Austin State University
Nacogdoches, TX

Skills

  • Claims Processing
  • Policy Interpretation
  • HIPAA Compliance
  • Microsoft Office
  • CRM Systems
  • Customer Service
  • Conflict Resolution
  • Cross-Functional Collaboration
  • Multitasking
  • Communication

Timeline

Client Support Associate

AmeriGas
06.2022 - 04.2025

Chat Support Specialist

Saleytics
08.2019 - 05.2022

Customer Support Representative

Sitel
10.2017 - 07.2019

Some College (No Degree) - Child and Family Services

Stephen F. Austin State University

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