Diamond Deal
Houston,TX
Summary
Compassionate and customer-focused customer service professional with experience supporting healthcare members, insurance claims inquiries, benefits education, and high-volume call center operations. Skilled in resolving customer concerns, documenting interactions accurately, navigating multiple systems, and delivering empathetic service in fast-paced remote environments. Proven ability to build trust with customers while maintaining compliance, professionalism, and high satisfaction ratings. Eager to contribute strong communication, problem-solving, and patient support skills to a great team.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Clinical Customer Service Representative
American Specialty Health
Remote
01.2023 - 09.2025
- Assisted members, providers, and healthcare offices with benefit authorization, and claims-related inquiries.
- Educated members on healthcare coverage, claim approvals, denials, and available resources.
- Researched and resolved customer concerns while documenting interactions accurately and efficiently.
- Maintained professionalism and empathy during high-volume inbound calls.
- Achieved a 98% customer satisfaction rating through effective communication and first-call resolution.
Call Center Agent (hybrid Remote)
Macy's Credit & Customer Service
Houston, TX
06.2021 - 12.2022
- Resolved customer inquiries, ensuring timely and accurate information delivery while maintaining positive customer experiences.
- Managed high-volume calls related to billing, payments, online orders, and account concerns while maintaining exceptional service standards.
- Collaborated with team members to enhance call handling processes and efficiency.
- Demonstrated strong listening and problem- solving skills to improve customer satisfaction.
- Navigated multiple customer systems simultaneously in a fast-paced environment.
Patient Service Representative
Alorica
Remote
11.2018 - 06.2021
- Managed patient inquiries and provided information regarding services and appointments.
- Processed patient registrations and coordinated scheduling for optimal efficiency.
- Maintained accurate patient records using electronic health record systems.
- Assisted with resolving billing and insurance issues for patients promptly with a 95% resolution rate.
- Delivered compassionate support while assisting customers with healthcare-related questions.
- Managed 60+ inbound customer calls daily while meeting productivity and quality goals.
Education
Pharmacy Technician - Pharmacy
The College of Healthcare Professions
Houston, TX11-2025
High School Diploma -
Cypress Falls High School
Houston, TX06-2016
Skills
- Time management
- Customer relationship building
- Organizational proficiency
- HIPAA compliance & confidentiality
- Customer service & member support
- Healthcare benefits & claim assistance
- Conflict resolution & de-escalation
- Insurance verification & documentations
- Appointment scheduling
- Data entry & multi-system navigation
- Microsoft Office & Computer skills
Certification
- Pharmacy Technician Trainee License
- CPR Certified
Timeline
Clinical Customer Service Representative
American Specialty Health
01.2023 - 09.2025
Call Center Agent (hybrid Remote)
Macy's Credit & Customer Service
06.2021 - 12.2022
Patient Service Representative
Alorica
11.2018 - 06.2021
Pharmacy Technician - Pharmacy
The College of Healthcare Professions
High School Diploma -
Cypress Falls High School