Hananiah Lilly
Orlando,FL
Summary
Detail-oriented business professional with extensive experience in data entry, customer service, sales, and call centers. Capable of prioritizing tasks and thriving in fast-paced environments. Demonstrates strong performance under pressure while consistently meeting deadlines and delivering quality service.
Overview
1
1
Certification
24
24
years of professional experience
Work History
Customer Support Specialist
One Inc.
04.2024 - Current
- Delivered empathetic and efficient customer service as first point of contact for inquiries and complaints. Resolved and de-escalated situations, achieving 95% customer satisfaction rating. Navigated multiple software platforms to troubleshoot and provide optimal resolutions for customers. Assists daily with insured and claims adjusters while following HIPAA guidelines to ensure security procedures.
- Supported insurance payment customers using One Inc platform and CRM tools.
- Resolved billing, claim, and account questions through phone and email.
- Documented customer cases in Salesforce and ticketing systems.
Benefits Verification Specialist
TalentBridge
11.2021 - 11.2023
- Contacted insurance companies to verify patient benefits for physician's office, ensuring accurate coverage information for patient care. Handled inbound and outbound calls addressing healthcare-related questions, providing timely assistance to patients and their families. Entered data from medical and insurance forms into company database, linking patient benefits to streamline verification process. Worked with patients and their healthcare provider to complete enrollment activities. Served two separate seasonal enrollment periods.
- Worked in a seasonal role during high-demand periods
- Verified insurance eligibility and benefits for TalentBridge healthcare client accounts.
- Contacted carriers to confirm coverage details and plan limitations.
- Reviewed patient demographics and insurance records for accuracy.
GCX Teammate II
eBay Inc.
05.2022 - 11.2022
- Provided expert guidance on site navigation, streamlined account set-up, and addressed inquiries, payments, and general questions, facilitating seamless transactions.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Lead Facilities Coordinator
DWM, Inc.
06.2018 - 01.2020
- Received, prioritized, and dispatched client service requests to DWM International Technician Network. Scheduled and documented client calls from inception to completion as account specialist. Motivated customer service department of 25 staff members to achieve set goals. Dispatched work orders to company-employed technicians while handling 50-80 work orders per day.
- Coordinated DWM, Inc. facility maintenance requests and service schedules.
- Tracked work orders and updated facilities records for DWM, Inc. operations.
- Arranged vendor visits and followed up on DWM, Inc. repair needs.
Revenue Specialist
FedEx Randstad
07.2010 - 05.2018
- Developed and applied optimal solutions for collections of accounts receivables and payables, reporting, and billing procedures.
- Reviewed shipment invoices for FedEx Randstad revenue accuracy and billing errors.
- Processed billing adjustments using accounts receivable and customer account records.
- Resolved customer revenue inquiries with clear updates and timely follow-up.
Caption Specialist
CapTel Services
07.2013 - 02.2014
- Transcribed live audio for a special telephone service designed for the hearing impaired.
- Supported CapTel call captioning operations for hearing-impaired customers.
- Monitored voice-to-text accuracy during relay conversations.
- Reviewed captions for spelling, punctuation, and timing errors.
YSA/HSA Benefits Consultant
Aon Hewitt (Apple One)
02.2008 - 07.2010
- Liaisons between employees, customers, pharmacies and other clients per telephone contact. Managed ongoing contacts for annual enrollment and changes in health benefits spending accounts.
- Advised Apple One employees on Aon Hewitt benefits enrollment and eligibility questions
- Explained medical, dental, vision, and retirement plan options during open enrollment
- Reviewed employee records for coverage accuracy and dependent verification
Senior Sales Account Executive
Connexions
12.2002 - 02.2008
- Executed business to business sales for large accounts generating over $100K in yearly revenue through targeted outbound calls using multiple software programs.
- Managed enterprise accounts for Connexions clients across assigned territories.
- Developed new business through prospecting and cold outreach.
- Negotiated pricing and contract terms with decision-makers.
Education
Diploma -
WEST ORANGE HIGH
Winter Garden, FloridaSkills
- Excellent Customer Service
- Customer Issue Resolution
- Insurance Benefits Verification
- Claims
- Data Management
- Accounts Receivable & Payable
- Microsoft Suite Expert
- SalesForce expertise
- Technical Troubleshooting
- Troubleshooter
- Conflict Resolution
- Time Management
- Organization
- Scheduling and Dispatch
- Multitasker
- Project Management
- Analytical research
- 10-Key by Touch
- Cash management
- Supervisor Skills
- Exceeding resolution goals
- Works Well With Deadlines
- Self-motivation
- Independent work
- Collaborative efficiency
- Effective communicator
- Chat support
- Problem-solving motivation
- UI Design Research
- Exceeding resolution goals
Personal Information
Title: CUSTOMER SERVICE PROFFESIONAL
Certification
- P.A.C.T. Certification
- BUILDSTRONG ACADEMY
- 2023
Accomplishments
- Making 40% Profit Increase for DWM
- Employee Of The Month 16x
- Promoted 5x
- Supervised team of 5
- No escalations for 6 year duration(sales career)
- 89% Performance Rating (60% Company Average )
Timeline
Customer Support Specialist
One Inc.
04.2024 - Current
GCX Teammate II
eBay Inc.
05.2022 - 11.2022
Benefits Verification Specialist
TalentBridge
11.2021 - 11.2023
Lead Facilities Coordinator
DWM, Inc.
06.2018 - 01.2020
Caption Specialist
CapTel Services
07.2013 - 02.2014
Revenue Specialist
FedEx Randstad
07.2010 - 05.2018
YSA/HSA Benefits Consultant
Aon Hewitt (Apple One)
02.2008 - 07.2010
Senior Sales Account Executive
Connexions
12.2002 - 02.2008
Diploma -
WEST ORANGE HIGH