Ivana Loving
Irving
Summary
Experienced Customer Support Specialist with over a decade of proven track record in financial services, insurance, healthcare, and retail. Skilled in handling customer inquiries, navigating complex financial transactions, and conducting thorough investigations into claims. Recognized for providing top-notch support via remote communication platforms, ensuring data precision, and elevating customer contentment levels in fast-paced settings.
Overview
10
10
years of professional experience
Work History
Recovery Specialist
Cotiviti
01.2025 - 06.2025
- Prepared and distributed provider collection letters in line with organizational guidelines and timelines.
- Demonstrated HIPAA awareness and professionalism by maintaining the privacy and security of PHI at all times
- Followed up on outstanding claims via phone and email to verify receipt and assess resolution progress.
- Conducted investigations into disputed claims, gathering documentation and coordinating with internal departments.
- Maintained detailed records in claims systems to support compliance and audit processes.
- Collaborated with cross-functional teams to implement best practices in claims resolution processes.
Customer Advocate
Activus Connect
08.2024 - 01.2025
- Verified insurance benefits and processed enrollment updates with a focus on accuracy and compliance.
- Resolved billing issues and managed financial transactions, including 401(k) distributions.
- Maintained precise customer records using internal CRM tools.
- Delivered responsive and professional support through remote communication channels.
- Resolved customer inquiries regarding policy details and coverage options to enhance client satisfaction.
- Streamlined enrollment processes, enhancing operational efficiency and reducing processing times.
Customer Care Specialist – Credit Member Services
U.S. Bank & Elan Financial Services
03.2020 - 04.2024
- Responded to inquiries related to credit limits, rewards, and account management via phone, chat, and email.
- Handled fraud claims, balance transfers, and refunds in accordance with compliance procedures.
- Maintained a high customer satisfaction rate by ensuring timely and effective resolution of issues.
- Documented customer interactions and outcomes to ensure service accuracy and quality control.
Customer Advocate – Retail Credit Card Services
Neiman Marcus Group
04.2017 - 03.2020
- Supported credit card customers across online, catalog, and in-store platforms.
- Guided customers through rewards redemption, promotions, and account services.
- Managed escalations and resolved service issues promptly to ensure customer loyalty.
- Ensured all account updates and case details were documented accurately.
Insurance Claims Clerk
Catastrophe Management Solutions
04.2016 - 04.2017
- Evaluated insurance claims and validated submitted documentation for payment eligibility.
- Maintained accurate and up-to-date logs and communicated with claimants and providers.
- Supported claim resolution by coordinating with internal and external stakeholders.
- Processed insurance claims efficiently, ensuring adherence to company policies and regulatory guidelines.
- Reviewed policy documents for accuracy, identifying discrepancies and facilitating timely corrections.
- Coordinated communication between clients and adjusters, enhancing customer service experience during claims process.
- Utilized claims management software to track case progress and maintain organized documentation for audits.
House Calls Representative
Optum
10.2015 - 04.2016
- Scheduled home visits for healthcare professionals, ensuring optimized service delivery.
- Collected and logged appointment data to inform service improvements and support scheduling efficiency.
Warehouse Associate
Neiman Marcus Group
06.2015 - 10.2015
- Inspected, packaged, and fulfilled merchandise orders while ensuring quality standards.
- Assisted in inventory tracking and order logging to improve shipping operations.
Bookseller & Café Server
Barnes & Noble
01.2015 - 06.2015
- Provided customer assistance in retail and café settings, enhancing the customer experience.
- Maintained operations and ensured efficient product and food service in a fast-paced environment.
Education
High School Diploma -
Life School
Dallas, TX01.2011
Skills
- Customer Service & Remote Support (Phone, Email, Chat)
- Credit Card Services & Fraud Resolution
- Claims Processing & Insurance Verification
- Financial Transactions & Benefits Administration
- Conflict Resolution & Problem Solving
- Experience with CRM and Office tools
- Data Accuracy & Documentation
- Team Collaboration & Self-Management
- Skip tracing
- Documentation
- Basic maintenance skills
5. TOOLS & TECHNOLOGY
- CRM Systems (e.g., Salesforce, internal platforms)
- Microsoft Office Suite (Word, Excel, Outlook)
- Internal Claims & Financial Management Tools
- Secure Data Entry & Documentation Platforms
Timeline
Recovery Specialist
Cotiviti
01.2025 - 06.2025
Customer Advocate
Activus Connect
08.2024 - 01.2025
Customer Care Specialist – Credit Member Services
U.S. Bank & Elan Financial Services
03.2020 - 04.2024
Customer Advocate – Retail Credit Card Services
Neiman Marcus Group
04.2017 - 03.2020
Insurance Claims Clerk
Catastrophe Management Solutions
04.2016 - 04.2017
House Calls Representative
Optum
10.2015 - 04.2016
Warehouse Associate
Neiman Marcus Group
06.2015 - 10.2015
Bookseller & Café Server
Barnes & Noble
01.2015 - 06.2015
High School Diploma -
Life School
Similar Profiles
Carson TimberlakeCarson Timberlake
Coach 3 at CotivitiCoach 3 at Cotiviti
Ashia ReynoldsAshia Reynolds
Payment Accuracy Specialist I at CotivitiPayment Accuracy Specialist I at Cotiviti
Sneha GonsalvezSneha Gonsalvez
Team Lead at CotivitiTeam Lead at Cotiviti
Moises DiazMoises Diaz
Medical Assembler at Abbott Laboratories Employees Credit UnionMedical Assembler at Abbott Laboratories Employees Credit Union
SARAH MUKENDISARAH MUKENDI
Hair Braider at Braids by SarahHair Braider at Braids by Sarah