Erica Walker-Nelson
Wilmer,USA
Summary
Versatile customer service expert with extensive experience in claims processing, technical support, and client operations. Proven ability to adapt to various roles while maintaining high performance and quality assurance standards. Dedicated to fostering customer trust through effective communication and problem-solving.
Overview
1
1
Certification
22
22
years of professional experience
Work History
Claims Ambassador
SUTHERLAND GLOBAL SERVICES
Tulsa, US
01.2023 - 12.2023
- It was a work at home position. I supported Host for Airbnb with a claim they submitted that a Guest was responsible for.
- Researched and validated invoice accuracy to ensure fair claim payouts.
- The claim was in reference to physical damage or loss to their property.
- Updated claim cases to maintain accuracy and compliance with company policies.
- Then paid them out a fair amount according to our policies.
- Reviewed coworkers' cases to ensure adherence to procedural standards.
- Monitored task completion and updates.
- With assisting with cases, I also took over cases and completed the review and payouts myself with meeting deadlines.
- I rated in top performance in my metrics and QA weekly reports.
Tech Support Specialist
Continuum Global Solutions
Dallas, US
01.2022 - 11.2022
- Provided tech support for Verizon contract, addressing customer inquiries and technical issues.
- Supported various devices including phones, tablets, hums, and jet packs, resolving user issues effectively.
- Assisted in troubleshooting signal problems related to Verizon towers.
- Managed billing, porting, reconnects, and disconnects to ensure seamless customer service.
- Supporting and tech issues they have and performing the best resolution for the problem.
- Worked remotely to provide customer service support.
Customer Service Representative
Conduent
Dallas, US
05.2019 - 05.2021
- Resolved customer issues related to refunds, shipping errors, and fraud, ensuring customer satisfaction.
- Assisted customers as both chat agent and sales associate, enhancing overall customer experience.
- Worked remotely in customer service role, assisting customers with inquiries and issues.
- I handled Apple customer orders and business accounts.
- Scored highly on my weekly metrics and QA reports.
Client Operations Associate
TTEC
Englewood, US
01.2018 - 04.2019
- Assisted in processing over-the-counter mail order medicine orders, ensuring timely delivery to customers.
- Verified insurance eligibility by coordinating with various insurance companies to facilitate patient access to medications.
- Filled medications while guiding patients through the process of selecting appropriate medical coverage.
- Informed them what coverage they have and what theirs they are on to see what they qualify for.
- Was transferred to the Humana dept filling medical prescriptions and dealing with all types of medical ins.
- Fulfilled contract requirements according to the timeline.
- Worked remotely for a home-based position.
- The reason I left is that all staff received a layoff.
Customer Service
Will Power Lawn Care
Dallas, US
06.2016 - 03.2018
- Provided excellent customer service to ensure satisfaction.
- Provided excellent customer service to guests.
- Provided customer service support to ensure satisfaction.
- Managed inbound and outbound calls to address customer inquiries and concerns.
- Coordinated appointment scheduling and processed customer payments in person and over the phone.
Preschool Teacher
Heavens Little Angels Academy
Dallas, US
02.2013 - 04.2016
- Taught preschool curriculum aligned with state standards weekly.
- Prepared and served nutritious lunches and snacks for preschool children to support healthy development.
- Prepared nutritious lunches and snacks for preschool children.
Healthcare Aide
Advanced Healthcare
Duncanville, US
12.2011 - 12.2012
- Provided compassionate care and support to patients.
- Supported patients' needs to enhance their well-being.
- Escorted patients to stores, clinics, and pharmacies to ensure access to essential services.
- Cleaned homes and prepared meals to support patients' daily living needs.
Customer Service Rep
Neiman Marcus
Irving, US
03.2007 - 05.2012
- Handled customer service calls, resolving complaints and processing refunds to ensure customer satisfaction.
- Processed customer orders and returns efficiently to ensure satisfaction.
- Shipped replacement items and processed returns, facilitating a smooth exchange process for customers.
- Assisted customers with inquiries about luxury products and services.
- Collaborated with team members to enhance customer service strategies.
Remittance Processor
Bank of America
Dallas, US
06.2002 - 03.2007
- Processed remittance transactions accurately and efficiently for customer accounts.
- Verified payment details to ensure compliance with banking regulations.
- Collaborated with team members to resolve transaction discrepancies promptly.
- Scanned checks and entered data into company accounts to ensure accurate processing.
Education
MA certificate - Medical Assisting
USA Career Institute
Remote04-2026
High School Diploma -
D.W.Carter High School
Dallas01-1998
Skills
- Claims operations
- Customer support
- Customer service
- Claims processing
- Customer Care
- Patient interaction
- Customer satisfaction improvement
- Technical Support
- Troubleshooting
- Quality assurance
- Research
- Root cause analysis
- Communication skills
- Attention to detail
- Organizational skills
- Time management
- Salesforce
- CRM software
- Computer skills
- Data entry
- Typing
- Windows
- Mac OS
- IOS
- Operating Systems
- Computer operation
- Computer networking
- Network support
- Adobe Acrobat
- Writing and editing
- Report writing
- Phone inquiries
- Conducting sales calls
- Negotiation
- Team collaboration
- CSR
- Research and analysis
- Policy analysis
- Sales
- Call Center
- Healthcare
- CRM software
- Customer advocacy
- Claims processing
- Research and analysis
- Policy analysis
- Attention to detail
- Writing and editing
- Report writing
Certification
- Driver's License
- CPR certificate
Additional Information
True, Customer Service, Filing, CPR, Healthcare, I am a very hard worker who loves to get the job done and always put 100% and over in the jobs I do.
Timeline
Claims Ambassador
SUTHERLAND GLOBAL SERVICES
01.2023 - 12.2023
Tech Support Specialist
Continuum Global Solutions
01.2022 - 11.2022
Customer Service Representative
Conduent
05.2019 - 05.2021
Client Operations Associate
TTEC
01.2018 - 04.2019
Customer Service
Will Power Lawn Care
06.2016 - 03.2018
Preschool Teacher
Heavens Little Angels Academy
02.2013 - 04.2016
Healthcare Aide
Advanced Healthcare
12.2011 - 12.2012
Customer Service Rep
Neiman Marcus
03.2007 - 05.2012
Remittance Processor
Bank of America
06.2002 - 03.2007
MA certificate - Medical Assisting
USA Career Institute
High School Diploma -
D.W.Carter High School