Maya Atwater
Greenville,US
Summary
Customer Support Representative with 3+ years of experience in the insurance and customer service sectors, skilled in handling claims, policy inquiries, and customer issues with precision and confidentiality. Proficient in various systems including Microsoft Outlook and adept at complaint handling, leveraging advanced communication skills to deliver exceptional service to foster strong client relationships. Committed to continuous improvement and organizational efficiency, ensuring compliance with industry standards and enhancing customer satisfaction.
Overview
9
9
years of professional experience
Work History
Claims Specialist/Customer Service Associate II
- Conduent
REMOTE
10.2022 - 05.2025
- Processed insurance applications, renewals, additionally handling an average of 75-100 inbound calls daily with for billing, and claims with high accuracy while maintaining confidentiality and HIPAA compliance.
- Responded to customer inquiries by phone explaining policies, healthcare coverage, billing procedures, and claim status.
- Collaborated with internal departments and billing teams to resolve account issues, claim status, health coverage accuracy ensuring timely premium collections and claim approvals.
- Verified client information, updated account changes, and notated client's accounts accordingly for compliance reviews.
- Delivered excellent customer service by troubleshooting policy concerns, assisting with insurance claims and optimizing coverage solutions.
- Handled phone inquiries from insurance companies to identify and prepare premium quotes and agreements and send renewal quotes to clients.
- Developed strong relationships with customers by providing clear and concise communication through inbound phone calls.
- Processed new applications, renewals, cancellations, and other changes as needed.
- Kept records of customer interactions or transactions, recording details of inquiries.
- Successfully handled customer complaints, troubleshooting issues including technical difficulties and finding solutions.
- Reviewed accounts at renewal to determine the best fit by clarifying customer needs.
- Provided timely and accurate responses to customer inquiries regarding policies, procedures, and coverage.
- Managed multiple accounts simultaneously while meeting deadlines for completion of tasks.
- Assisted clients in verifying claims and how to make and receiving payments.
- Explained insurance features and service advantages to existing and potential customers.
- Adhered to all applicable laws when issuing new policies or making changes to existing ones.
- Verified accuracy of data entered the system while maintaining confidentiality of customer information.
- Determined charges for services requested.
- Demonstrated ability to provide excellent customer service in resolving complex insurance claims.
Customer Service Representative
- Overtons
Greenville
09.2018 - 08.2022
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Demonstrated excellent communication skills, both verbal and written, to effectively interact with customers.
- Developed strong customer relationships and loyalty through effective communication.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Utilized problem-solving techniques to identify solutions for complex customer inquiries.
- Assisted with training and mentoring new team members.
- Processed orders, returns, and exchanges in an accurate and efficient manner.
- Adhered to company policies and procedures while providing superior service.
- Assisted customers with product selection by providing detailed information about available products and services.
- Maintained an updated knowledge base of current products, services, pricing, promotions.
Technical Customer Support Specialist
- Convergys
Greenville
06.2016 - 09.2018
- Developed strong customer service skills, including active listening, problem solving, conflict resolution and root cause analysis.
- Demonstrated excellent communication skills when interacting with customers face-to-face or remotely.
- Provided feedback to management regarding customer concerns or suggestions for process improvements.
- Conducted regular training sessions for staff members on latest technologies or updates.
- Provided technical support to customers over the phone and via email, troubleshooting hardware and software issues.
- Aided colleagues with complex technical problems by providing guidance on best practices.
- Identified potential areas for improvement in processes, procedures, or customer experience.
- Collaborated with other departments to ensure customer satisfaction was met quickly and accurately.
- Evaluated current processes for efficiency and accuracy while suggesting modifications as needed.
- Created detailed documentation of customer interactions, including notes on resolutions.
- Monitored performance metrics such as response times, call duration, issue resolution rates.
- Researched innovative technologies and methods for providing improved technical support services.
- Utilized ticketing systems to track customer inquiries and document progress towards resolution.
- Maintained up-to-date knowledge of product lines as well as industry trends related to IT services.
- Handled escalated customer inquiries professionally while keeping focus on resolution.
- Tracked all customer contacts using established database systems and generated reports accordingly.
- Diagnosed system malfunctions and recommended proper solutions promptly.
- Implemented changes based on feedback from customers to improve overall user experience.
- Assisted customers with installation or configuration of hardware or software products.
- Handled customer complaints and escalated issues according to procedures.
- Troubleshot issues on device-specific problems, network performance, and internet connectivity.
Education
HIGH SCHOOL DIPLOMA -
Ayden-Grifton High School
01-2016
Skills
- Organization
- Complaint Handling
- Client Education
- Insurance
- Trade Policy
- Adaptability
- Teamwork
- Customer Service
- CRM
- Order Processing
- Data Entry
- Call Center
- Sales
- Time Management
- Microsoft Outlook
- Microsoft Excel
- Medical Billing
- HIPAA
- Genysys Cloud
- KYMMIS System
- NEXTIVA UNITY
- Dayforce
- CITRIX Gateway
Personal Information
Title: Claims Adjuster, Customer Support Specialist
Timeline
Claims Specialist/Customer Service Associate II
- Conduent
10.2022 - 05.2025
Customer Service Representative
- Overtons
09.2018 - 08.2022
Technical Customer Support Specialist
- Convergys
06.2016 - 09.2018
HIGH SCHOOL DIPLOMA -
Ayden-Grifton High School