Nya Thomas
Dallas,TX
Summary
Dynamic Customer Service Representative with extensive experience Insurance & healthcare, adept at managing high call volumes and resolving complex inquiries. Skilled in Salesforce and conflict resolution, I enhance customer satisfaction through effective communication and support. Proven ability to maintain compliance while improving service delivery and fostering strong client relationships.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
NewRez
06.2024 - Current
- Manage 80 - 120 inbound calls assisting borrowers with mortgage account inquiries.
- Explain loan details including principal, interest, escrow, and payment breakdowns.
- Process payments and guide customers through online and automated payment options.
- Assist customers with escrow questions related to property taxes and homeowner’s insurance.
- Handle delinquent account inquiries and provide information on repayment or hardship options.
- Maintain compliance with federal regulations and company servicing guidelines.
- Assisted customers with billing discrepancies, account updates, and service troubleshooting.
- Accurately document all interactions in servicing systems ( Salesforce).
Customer Service Representative
Concentrix
05.2020 - 05.2024
- Serve as the first point of contact for patients and families, handling inquiries about services, scheduling, and care plans.
- Coordinate appointments and caregiver assignments to ensure timely service delivery.
- Verify insurance coverage and assist with eligibility and authorization processes.
- Maintain accurate patient records in EHR/EMR systems while ensuring HIPAA compliance.
- Address and resolve patient concerns with empathy, improving satisfaction and retention.
- Communicate with nurses, caregivers, and administrative staff to ensure seamless care coordination.
- Handle 50–100+ calls daily in a fast paced healthcare environment.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
Customer Service Representative
AFICS
06.2018 - 04.2020
- Served as the primary point of contact for customers, handling routine service inquiries and troubleshooting issues efficiently.
- Documented and entered service requests accurately into internal systems, ensuring timely resolution by appropriate service teams.
- Collected and verified all relevant customer information to support quick and effective issue resolution.
- Collaborated with supervisors and coaches to continuously improve service delivery and request processing accuracy.
- Developed working knowledge of company systems, policies, and procedures to educate customers and advisors on new services and self-service tools.
- Provided guidance on company products, policies, and system navigation while resolving basic usability issues by 80%.
- Escalated complex or unresolved issues to specialized teams while maintaining ownership of customer concerns.
Education
Bachelor of Science - Business Administration And Management
University of South Dakota
Vermillion, SDSkills
- Patient & Family Support
- Appointment Scheduling & Coordination
- Insurance Verification & Eligibility
- Electronic Health Records (EHR/EMR)
- HIPAA Compliance & Confidentiality
- Call Center Operations (Inbound/Outbound)
- Conflict Resolution & De-escalation
- Multitasking & Time Management
- Customer Relationship Management Systems (CRM)Salesforce, SAP, Genesys
- Microsoft Office Suites
- Payment Processing & Posting
- Data collection & Data Entry
Timeline
Customer Service Representative
NewRez
06.2024 - Current
Customer Service Representative
Concentrix
05.2020 - 05.2024
Customer Service Representative
AFICS
06.2018 - 04.2020
Bachelor of Science - Business Administration And Management
University of South Dakota