Niya Mahadeo
Brandon,FL
Summary
Over 6 yrs. Honing my skills. Detail-oriented professional with extensive experience in customer service and compliance across various sectors, including healthcare, finance, and insurance. Proven track record in processing Medicare enrollments, contributions, and claims for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) while ensuring adherence to IRS regulations. Killed at navigating complex regulatory environments and resolving escalated customer issues. Strong communicator with a focus on empowering clients to achieve financial wellness through educated decision-making. Experienced in utilizing CRM tools and internal systems to enhance service delivery and improve customer satisfaction. Dedicated to continuous learning and professional development in the evolving landscape of health and financial services.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Tier 2 CSR
Temp MARS INC/Webster Bank/HSA Bank
09.2023 - Current
- Tier 2 CSR receives inbound calls from customers regarding their HSA/FSA Spending accounts. Also advised of investment options within their HSA accounts. While striving to make sure customers have a first call resolution on every call, while advising on self-utilization for their own online accounts. Helped with submitting and ling new FSA/HRA/And Dependent care claims.
CSR - Customer Service Representative
Spectraforce/Pearson
05.2023 - 09.2023
- Handled inbound calls from Parents wanting to enroll their children in online Public School. Walked them through the enrollment process from beginning to end. Made sure students had all equipment and supplies needed to begin school. If parents could not afford laptops, placed orders for new laptops at no charge to the parents. Also provided information and where to find tutorials, on what to expect and how to navigate the online learning process.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Team Leader/CSR Escalations
NLB Services Inc./Cognizant/Bank of America
10.2018 - 05.2023
- Cognizant CSR - Medicare Customer Service Rep Handled inbound calls from Account Holders wanting information on current plans and open enrollment regarding their Medicare accounts. Assisted account holders with submitting insurance claims and determining eligibility for Medicare. Went over rules, guidelines and deadlines for claim submission process. Helped determine provides in their area, as well as educating them on how their accounts worked and all benefits provided for them depending on what part of Medicare were on.
- Bank of America Escalations CSR-Issue Resolution: Handles escalated calls/emails/chats from customers, internal partners, or external actions (complaints, legal). Complex Problem Solving: Investigates and resolves varied, difficult account issues, often requiring gathering more information. System Navigation: Masters multiple internal systems (host screens, banking platforms) to research and update cases. Internal Collaboration: Works with other support teams (Financial Centers, Fraud, Legal, Global Compliance) to achieve resolution. Documentation & Compliance: Maintains detailed records and adheres strictly to bank policies, procedures, and financial regulations (e.g., fraud, sanctions). Customer Experience: Sets client expectations, provides seamless service, and aims for positive outcomes, even in high-stress situations.
Sales Associate
Victoria’s Secret PINK
02.2021 - 10.2022
- Sales Rep Greeted customers and provided exceptional customer service. Assisted customers with product selection, sizing and styling. Processed transactions using a point-of-sale system. Maintained up to date knowledge of store merchandise and policies. Built relationships with customers to encourage repeated business and overall satisfaction of our company, brand all while providing outstanding customer service. Gap in employment is due to college courses
Education
Diploma -
Riverview High School
Riverview, FL05.2025
AA - Business Relations and Communications
Hillsborough Comm. College
Tampa, FL05.2024
Bachelor of - Computer Science
University of South Florida
Tampa, FL01.2026
Skills
- CUSTOMER SERVICE (5 years)
- SALESFORCE (5 years)
- EXCEL (5 years)
- HELP DESK Tech Support (5 years)
- Microsoft Windows
- Live chat support
- Call handling (5 years)
Certification
Certied Telecom Management Communications
Timeline
Tier 2 CSR
Temp MARS INC/Webster Bank/HSA Bank
09.2023 - Current
CSR - Customer Service Representative
Spectraforce/Pearson
05.2023 - 09.2023
Sales Associate
Victoria’s Secret PINK
02.2021 - 10.2022
Team Leader/CSR Escalations
NLB Services Inc./Cognizant/Bank of America
10.2018 - 05.2023
Diploma -
Riverview High School
AA - Business Relations and Communications
Hillsborough Comm. College
Bachelor of - Computer Science
University of South Florida