Work Preference
Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Timeline
References
Personal Information
Generic
HUMU WEEKS
Open To Work

HUMU WEEKS

Help desk 2/customer service
Indianapolis,USA

Work Preference

Job Search Status

Open to work
Desired start date: Immediately

Desired Job Title

Help Desk SupportHelp Desk Specialist IISenior Claims RepresentativePrivate Client BankerCustomer Service Representative

Work Type

Full TimeContract Work

Location Preference

RemoteHybridOn-Site
Location: Indianapolis, USA, US
Open to relocation: Yes

Summary

Accomplished professional with a strong background in customer service, technical support, and claims processing. Expertise in managing high-volume inquiries while ensuring compliance, accuracy, and timely resolutions, fostering trust and loyalty among clients.

Overview

1
1
Certificate
20
20
years of professional experience

Work History

Help Desk Support

Infosys
Indianapolis, USA
05.2025 - Current
  • Provided efficient technical support for State of Georgia users, resolving password resets, access issues, tree maintenance tickets, and DCR deletions with attention to detail and customer service
  • Enhanced user satisfaction through responsive support and clear communication during each request
  • Managed critical support tickets to ensure timely resolution in a high-volume, contract-based environment
  • Supported business continuity by handling sensitive administrative requests with attention to detail and compliance

Help Desk Specialist II

NCR Atleos/Cardtronics
Frisco, USA
08.2024 - 05.2025
  • Resolved ATM service tickets and technical support issues nationwide, achieving prompt resolution and reducing customer downtime
  • Managed customer calls on card errors, service disruptions, and ATM functionality, providing clear and professional support
  • Collaborated with internal teams to streamline creation and updates of service tickets for company-supported accounts and technical issues
  • Strengthened customer satisfaction through efficient troubleshooting and remote support in a fully remote environment

Senior Claims Representative

Optum
Dallas, USA
10.2022 - 07.2024
  • Managed 200 calls daily from providers regarding claim status, reconsiderations, eligibility, and coverage questions, ensuring clear and accurate information delivery
  • Resolved complex claim concerns by researching account details and providing precise explanations in high-volume environment, enhancing provider satisfaction
  • Enhanced provider experience through consistent communication, professionalism, and timely follow-up, fostering stronger partnerships
  • Maintained remote productivity while managing a demanding workload and supporting member care

Private Client Banker

Charles Schwab
Arlington, USA
05.2020 - 08.2022
  • Resolved high-volume inbound calls, providing exceptional service and identifying solutions to safeguard client accounts
  • Enhanced customer retention by assisting clients in reducing fees and resolving concerns to improve overall account satisfaction
  • Built trust with clients by delivering clear guidance, strong problem-solving, and personalized support
  • Advised clients on banking concerns, resolving disputes and facilitating debit card replacements, fraud claims, and withdrawal issues to enhance client satisfaction

Customer Service Representative

Dovenmuehle Mortgage, Inc.
Aurora, USA
03.2019 - 03.2020
  • Managed 75–80 calls daily while maintaining accuracy, empathy, and compliance in a remote work setting
  • Strengthened customer confidence through clear communication and efficient service
  • Resolved mortgage-related concerns by answering account questions and guiding borrowers to effective issue resolution
  • Provided support that enabled customers to understand mortgage accounts and explore available options

Referral Specialist I

AIM Specialty Health
Westchester, USA
11.2017 - 03.2019
  • Coordinated with doctors and nurses to obtain procedure authorizations, ensuring timely access to care for patients
  • Managed high-volume authorization requests with urgency and attention to detail, minimizing delays in service delivery
  • Processed 75–100 inbound calls daily for prior authorizations related to BCBC patients and medical testing requests
  • Learned medical coding and ICD-10 requirements to support claims processing with accuracy and compliance

Retention Specialist/Inside Sales

Time Warner Cable
Milwaukee, USA
11.2014 - 09.2016
  • Retained customers by identifying service concerns, offering tailored solutions, and preventing cancellations through effective communication strategies
  • Increased revenue by recommending package upgrades and add-on services tailored to customer needs
  • Resolved billing and service issues while educating customers on maximizing value from their plans and ensuring satisfaction
  • Strengthened customer loyalty by combining sales strategy with problem-solving and service recovery

Inbound Sales Representative

Comcast
Oak Brook, USA
04.2010 - 10.2014
  • Converted inbound calls into sales opportunities through tailored presentations of packages, promotions, and service options that met customer needs
  • Achieved service and sales goals by engaging customers with confident communication and solution-based selling
  • Enhanced customer satisfaction by swiftly resolving inquiries and guiding customers through informed product decisions
  • Supported new customers with product setup and troubleshooting for routers and modems, ensuring quick resolution of service issues

Outage Dispatcher

Wide Open West Cable Company
Naperville, USA
03.2006 - 03.2010
  • Coordinated large-scale outage response efforts by serving as a key point of contact for operational communication
  • Monitored databases and service information, ensuring accurate updates and prompt response actions during outages
  • Managed 100–150 inbound and outbound calls daily, tracking outage-related updates and addressing customer concerns to facilitate timely service restoration
  • Improved customer confidence by keeping communication clear, consistent, and responsive during service disruptions

Education

Cybersecurity -

Maryville University of Saint Louis
St. Louis, MO
06-2026

Business management - High school or equivalent

Bolingbrook High School
Bolingbrook, IL
05-2004

Skills

  • Customer Service
  • Technical Support
  • Help Desk Support
  • Troubleshooting
  • Ticket Management
  • Issue Resolution
  • Inbound/Outbound Calls
  • CRM Systems
  • Microsoft Office
  • Documentation Review
  • Attention to Detail
  • Communication Skills
  • Cross-Functional Collaboration
  • HIPAA Compliance
  • Call Center Operations

Certification

  • Property & Casualty License
  • Driver's License

Personal Information

  • Willing To Relocate: Anywhere
  • Authorized To Work: US for any employer

Timeline

Help Desk Support

Infosys
05.2025 - Current

Help Desk Specialist II

NCR Atleos/Cardtronics
08.2024 - 05.2025

Senior Claims Representative

Optum
10.2022 - 07.2024

Private Client Banker

Charles Schwab
05.2020 - 08.2022

Customer Service Representative

Dovenmuehle Mortgage, Inc.
03.2019 - 03.2020

Referral Specialist I

AIM Specialty Health
11.2017 - 03.2019

Retention Specialist/Inside Sales

Time Warner Cable
11.2014 - 09.2016

Inbound Sales Representative

Comcast
04.2010 - 10.2014

Outage Dispatcher

Wide Open West Cable Company
03.2006 - 03.2010

Cybersecurity -

Maryville University of Saint Louis

Business management - High school or equivalent

Bolingbrook High School

References

  • Chris Saunders, +1 (773) 383-6498
  • Ashley Barns (Charles Schwab), (214) 771-5601

Personal Information

  • Willing To Relocate: Anywhere
  • Authorized To Work: US for any employer

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HUMU WEEKSHelp desk 2/customer service