Key’Era Hall
Augusta,GA
Summary
Customer service and insurance operations specialist resolving billing discrepancies across insurance and mortgage environments. Strengths include clear customer education, accurate account updates, and documentation quality. Consistent performance in call handling metrics and customer satisfaction targets.
Overview
8
8
years of professional experience
Work History
Billing Customer Service Representative
State Auto
03.2025 - Current
- Provided high-volume inbound customer support for billing inquiries, policy updates, and account research, ensuring timely resolution of customer issues.
- Investigate and resolve billing discrepancies, payment posting issues, and account adjustments across multiple systems.
- Educated policyholders on billing cycles, payment methods, policy impacts, and self-service account tools to enhance customer understanding and engagement.
- Achieved performance goals for call handling time, resolution accuracy, and customer satisfaction, contributing to overall team success.
- Document all interactions accurately to maintain compliance with company and regulatory standards.
- Worked remotely to provide customer support
Customer Service Representative
Safeco Insurance
02.2024 - 02.2025
- Resolved customer issues through extensive multi-system research for efficient problem resolution.
- Assisted policyholders with billing inquiries and clarified coverage details to improve understanding.
- Maintained strong performance metrics in call quality, productivity, and customer experience.
- Provided accurate documentation to support underwriting and billing teams, facilitating smoother operations.
- Executed tasks effectively in a remote work environment.
- Answered customer inquiries and provided accurate information regarding products and services.
Escrow Insurance Specialist
Evergreen Home Loans
Tempe, AZ
03.2020 - 04.2023
- Reviewed hazard and flood insurance policies to ensure compliance for escrowed and non-escrowed mortgage accounts.
- Resolved insurance coverage discrepancies in accordance with investor and compliance guidelines.
- Processed and managed policy renewals, cancellations, endorsements, and force-placed insurance actions to maintain continuous coverage.
- Communicated with borrowers, insurance agents, and carriers to obtain required documentation.
- Handled inbound calls regarding escrow accounts and insurance verification, providing timely responses to customer inquiries.
Customer Service Representative / Administrative Assistant
Evergreen Home Loans
Tempe, AZ
07.2018 - 12.2020
- Resolved borrower inquiries and documentation issues to support servicing teams in delivering timely assistance.
- Collected and verified insurance documentation while updating borrower records for data accuracy.
- Maintained organized electronic records through high-accuracy data entry for efficient access.
- Coordinated staff scheduling to ensure adequate coverage for operations., internal correspondence, and administrative workflows effectively.
Education
Medical Assistant Certificate -
UEI College
Mesa, AZ01-2022
High School Diploma -
Brookshire International
San Francisco, CA01-2021
Skills
- Billing research
- Insurance verification
- Policy updates
- Escrow Insurance Processing
- Mortgage servicing
- Call center support
- Call de-escalation
- Documentation & Compliance
- Data Entry & Records Management
- Data Entry Systems
- CRM & Multi-System Navigation
- CRM Platforms
- Call Center Software
- Microsoft Office (Excel, Word, Outlook)
- SLA performance
- Document handling
- Customer account management
- Payment processing
- Insurance knowledge
- Data entry accuracy
- Phone etiquette
Timeline
Billing Customer Service Representative
State Auto
03.2025 - Current
Customer Service Representative
Safeco Insurance
02.2024 - 02.2025
Escrow Insurance Specialist
Evergreen Home Loans
03.2020 - 04.2023
Customer Service Representative / Administrative Assistant
Evergreen Home Loans
07.2018 - 12.2020
Medical Assistant Certificate -
UEI College
High School Diploma -
Brookshire International