Call Center Support Representative
American Home Shield Corporation
Grenada, Ms
08.2016 - 05.2026
- Managed high-volume inbound calls relating to coverage, eligibility, authorizations, or claims
- Met daily performance KPIs including AHT, QA, and first-call resolution
- Documented call outcomes in CRM while ensuring HIPAA compliance
- Educated callers regarding benefits, co-pays, deductibles, or pharmacy processes
- Followed escalation workflows for complex clinical or billing issues
- Resolved customer inquiries and complaints with empathy and efficiency.
- Conducted follow-ups with customers to ensure satisfaction with resolutions.
- Assisted customers with troubleshooting hardware and software issues.