Muleba Mwewa
Westchester,IL
Summary
Dedicated Customer Service Representative with extensive experience in high-volume call center environments, healthcare customer support, and billing inquiries. Skilled in handling patient concerns, explaining benefits, and resolving payment issues while ensuring compliance with company policies and HIPAA regulations. Strong communication, problem-solving, and conflict-resolution abilities. Seeking to leverage my expertise in client support and billing services at CareCentrix.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Airport Customer Service Agent
American Airlines
Chicago, Illinois
01.2023 - Current
- Assisted customers with booking, payment inquiries, and travel policies, ensuring compliance with regulations.
- Resolved billing and payment discrepancies, ensuring customer satisfaction.
- Managed high call volumes efficiently while maintaining professionalism and empathy.
- Handled escalations and provided tailored solutions to customer concerns.
- Maintained detailed records of interactions to support company policies and procedures.
Aplication Advocate
OppLoans
, IL
01.2023 - 04.2023
- Investigated and assessed loan applications to determine financial responsibility and risks.
- Provided customer support regarding billing inquiries, payment options, and account discrepancies.
- Assisted customers in understanding payment plans and resolving outstanding balances.
- Managed high call volumes remotely, troubleshooting minor technical issues when necessary.
- Input data to document care and service plans and needs assessments.
Customer Service Representative
United Airlines
Chicago, IL
01.2022 - 12.2022
- Assisted customers with reservations, payments, and refund inquiries.
- Provided solutions for billing and payment discrepancies while ensuring a seamless customer experience.
- Maintained compliance with company policies, including handling confidential financial data.
- Implemented innovative methods for streamlining the customer service process.
- Handled escalations and collaborated with departments to resolve issues promptly.
Inventory Coordinator
TJX Companies
Queens, New York
01.2020 - 12.2021
- Managed inventory records and resolved discrepancies.
- Assisted customers with transactions, including refunds and billing-related concerns.
- Trained and supported associates in customer service and problem resolution.
- Oversaw the receiving, storing, and issuing of stock to ensure efficiency.
- Scheduled space or equipment for special programs, meetings and conferences.
Education
BBA - International Trade And Economics
Zhejiang A&F University
China07-2020
Skills
- Call Center & Customer Support (1 Year)
- Billing & Payment Resolution (1 Year)
- Healthcare & Insurance Industry Knowledge
- Patient Support & Education
- HIPAA Compliance
- Conflict Resolution & Problem-Solving
- Multi-Tasking & Time Management
- Communication & Active Listening
- Data Entry (30 WPM) & CRM Systems
Certification
- Astral Certification
- Basic Life Support certification
- Quik certification
- Sabre certification
- Certified medication technician
Languages
2,3
Timeline
Airport Customer Service Agent
American Airlines
01.2023 - Current
Aplication Advocate
OppLoans
01.2023 - 04.2023
Customer Service Representative
United Airlines
01.2022 - 12.2022
Inventory Coordinator
TJX Companies
01.2020 - 12.2021
BBA - International Trade And Economics
Zhejiang A&F University