Summary
Overview
Work History
Education
Skills
Timeline
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Isaac Kinity

Summary

Technical Support and Customer Service Professional with 6+ years of experience resolving complex technical issues for healthcare, telecommunications, and consumer clients in high-volume, remote environments. Skilled in troubleshooting network configurations, mobile platforms (iOS/Android), and service provider equipment. Fluent in English and Swahili with a proven record of providing detailed, empathetic customer support. Dedicated to continuous learning, process improvement, and driving outstanding customer experiences.

Overview

6
6
years of professional experience

Work History

Claims Support Specialist

MetLife
07.2024 - Current
  • .Manage 60–70 daily customer inquiries regarding healthcare claims, eligibility, and system troubleshooting.
  • Resolve complex service issues using proprietary platforms (Sir2000, AltDesk, InSight Production), with an emphasis on first-contact resolution.
  • Maintain clear and detailed documentation in CSR systems while ensuring HIPAA compliance.
  • Collaborate cross-functionally with internal teams to advocate for customer needs and recommend process improvements.

Resolution Support Analyst

GDiT
09.2023 - 07.2024
  • Handled 40+ daily provider inquiries via NC Tracks and ServiceNow, resolving billing, claims, and benefit issues
  • Collected and verified missing documentation with 98% accuracy
  • Logged resolutions in NICE-CX One to improve transparency and team efficiency
  • Proficiently used Microsoft Excel and Microsoft Outlook for follow-ups and escalations.
  • Provided critical support during major system updates and transition events.

Resolution Support Analyst

HTC Global Services
10.2022 - 08.2023
  • Delivered high-level customer support, resolving over 30 daily inbound tickets related to billing, member services, and claims clarification.
  • Handled inbound support requests for billing discrepancies, member services, and claims clarification.
  • Developed detailed case documentation for use by cross-functional support teams.
  • Utilized NICE CX-One to track issues and ServiceNow to escalate complex tickets.
  • Used Microsoft Excel to support issue tracking and Outlook to schedule follow-ups and communicate resolutions.

Customer Support Representative

Charter Communications, Spectrum
08.2019 - 09.2022
  • Supported home internet and TV customers, including troubleshooting WiFi routers, service modems, and mobile app configurations.
  • Handled escalated network and billing concerns with professionalism and technical expertise.
  • Consistently ranked in top 20 out of 250+ representatives for customer satisfaction and retention.

Education

Certificate - Information Technology

My Computer Career
Raleigh, NC
11-2022

Associate of Science - Health Education

Wake Technical Community College
Raleigh, NC
05-2019

Skills

  • Technical Customer Support (Phone, Email, Remote)
  • Home Networking Support (WiFi, Mesh Systems, Routers)
  • Mobile Device Troubleshooting (iOS, Android)
  • Claims Processing & Documentation
  • Zendesk CRM, ServiceNow, NICE CX-One
  • Microsoft Outlook, Excel, Word
  • HIPAA Compliance & Secure Data Handling
  • Cross-Functional Team Collaboration
  • Issue Tracking and Resolution Reporting
  • Written and Verbal Communication Excellence
  • Fluent in English and Swahili

Timeline

Claims Support Specialist

MetLife
07.2024 - Current

Resolution Support Analyst

GDiT
09.2023 - 07.2024

Resolution Support Analyst

HTC Global Services
10.2022 - 08.2023

Customer Support Representative

Charter Communications, Spectrum
08.2019 - 09.2022

Certificate - Information Technology

My Computer Career

Associate of Science - Health Education

Wake Technical Community College

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Isaac Kinity