NIYA PATTERSON
eTeam
Columbus,GA
5
years of professional experience
Customer service and insurance professional with experience assisting customers with policy, claims, coverage, account, and service-related inquiries. Skilled in researching complex issues, reviewing documentation, explaining information clearly, maintaining accurate records, and providing professional support in high-volume environments. Experienced with inbound and outbound customer communication, confidential information, and navigating multiple systems while delivering timely resolutions.
Work History
Insurance Customer Service Representative
6 Months- Assisted members, policyholders, and providers with questions regarding insurance coverage, claims, benefits, eligibility, and policy information.
- Researched customer inquiries using internal systems and available policy information to provide accurate, timely responses.
- Reviewed account and policy details to determine appropriate resolutions and explain coverage information in clear, customer-friendly language.
- Handled complex service requests while documenting interactions, research, and resolutions accurately.
- Conducted inbound and outbound calls to obtain information, provide updates, and resolve outstanding customer requests.
- Protected confidential customer information while following established procedures and service standards.
Fraud & Dispute Intake Specialist
1 Year 1 Month- Responded to high-volume customer inquiries regarding disputed transactions, account activity, claims, and fraud concerns.
- Researched account history and transaction details across multiple systems to determine appropriate next steps.
- Gathered and reviewed documentation needed to accurately initiate claims and disputes.
- Explained procedures, requirements, timelines, and claim status information clearly to customers.
- Verified customer information, maintained detailed records, and ensured accurate documentation of every interaction.
- De-escalated complex customer situations while providing professional and solution-focused assistance.
Data Entry Specialist
1 Year 8 Months- Entered, reviewed, and maintained confidential patient and administrative information with a strong focus on accuracy.
- Researched records and corrected incomplete or inconsistent information when necessary.
- Processed high volumes of information while maintaining productivity and quality standards.
- Supported internal teams by retrieving records, updating documentation, and ensuring information was properly maintained.
- Followed privacy and confidentiality requirements when handling sensitive information.
Fraud Analyst
1 Year 2 Months- Assisted cardholders with account, transaction, fraud, and dispute-related inquiries in a high-volume customer service environment.
- Researched transaction histories and account records to identify potential fraudulent activity and determine appropriate actions.
- Explained account findings, procedures, and next steps clearly while maintaining a positive customer experience.
- Documented customer interactions and account actions thoroughly and accurately.
- Managed complex and sensitive customer situations while following security, verification, and compliance procedures.
Life Insurance Agent
4 Months- Assisted customers with understanding life insurance products, policy options, coverage features, premiums, and available benefits.
- Conducted needs-based conversations to identify appropriate insurance solutions based on customer circumstances and coverage goals.
- Explained policy provisions, eligibility requirements, coverage details, and application processes in clear, easy-to-understand terms.
- Conducted outbound calls to prospective and existing customers regarding insurance products, applications, and follow-up needs.
- Completed and reviewed insurance applications for accuracy and maintained detailed customer and policy documentation.
- Built customer relationships through professional follow-up, responsive service, and knowledgeable insurance guidance.
- Maintained confidentiality and followed applicable company procedures when handling personal and policy information.
Education
High School Diploma
Skills
Insurance Policy & Claims Support
Policyholder & Provider Assistance
Policy Research & Interpretation
Inbound & Outbound Calls
Claims & Documentation Review
Customer Service
Account Research
Data Entry & Recordkeeping
Issue Resolution
Customer Verification
CRM & Multi-System Navigation
Confidential Information Handling
De-escalation
High-Volume Call Support
Timeline
Insurance Customer Service Representative
eTeam
03.2025 - 09.2025Read More
Fraud & Dispute Intake Specialist
U.S. Bank
01.2024 - 02.2025Read More
Data Entry Specialist
St. Francis Emory Hospital
02.2022 - 10.2023Read More
Fraud Analyst
TSYS
12.2020 - 02.2022Read More
Life Insurance Agent
Liberty National Life Insurance
06.2020 - 10.2020Read More
George Washington Carver High School
High School Diploma
Read More