Oceashiana Person
Conduent
Greenville,NC
4
years of professional experience
Dynamic Customer Service Representative with 4 years of customer satisfaction. Skilled in providing attentive customer service and increasing customer retention. Experienced in answering phones, assisting customers, processing applications, and supporting office operations.
Work History
Transaction Processing Associate
1 Year 2 Months- Review account details for eligibility verification and benefits administration support with careful attention to policy requirements.
- Respond to customer inquiries with accurate information and a professional, service-oriented approach.
- Document transaction outcomes and follow-up actions to support consistent case tracking across work queues.
- Maintain HIPAA-compliant handling of sensitive information during customer and benefits-related interactions.
- Follow established procedures to process documentation accurately and keep service requests moving.
Health Benefits Coordinator
1 Year 6 Months- Process 50 plus Medicaid renewal applications weekly, supporting timely benefits administration and eligibility verification.
- Support callers with translators to improve customer communication and empathy during benefits questions.
- Coordinate open enrollment periods for employees, guiding plan selection decisions and answering coverage questions.
- Apply HIPAA compliance standards when discussing sensitive benefit details and resolving account-related concerns.
Technical Support Representative
1 Year 1 Month- Resolved complex issues across multiple systems and applications for customers in different time zones.
- Escalated recurring technical issues to supervisors and the appropriate departments for timely resolution.
- Managed high call volume while responding to internet support needs with professionalism and empathy.
- Applied quality assurance checks to reduce risk and support compliance with consumer protection standards.
- Built trust with customers by listening closely, clarifying concerns, and explaining solutions in plain language.
Education
Associate of Science - Human Services Technology
High School Diploma
Skills
Customer service
Call center operations
Customer communication and empathy
Troubleshooting
HIPAA compliance
Benefits administration
Eligibility verification
Open enrollment coordination
Escalation management
Policy interpretation
Certifications
- Certificate of Addition & Recovery Services. (May,2025)
Timeline
Transaction Processing Associate
Conduent
09.2025 - CurrentRead More
Health Benefits Coordinator
Conduent
03.2024 - 09.2025Read More
Technical Support Representative
Focus Services
09.2022 - 10.2023Read More
North Pitt High School
High School Diploma
Read More
Edgecombe Community College
Associate of Science from Human Services Technology
Read More