PAUL LEIGHTON
Lincoln,NE
Summary
Customer service professional with extensive experience in claims management and conflict resolution. Skilled at leveraging CRM software to enhance customer engagement and ensure timely resolutions. Known for active listening and for maintaining high-quality standards in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Engagement Specialist
Carenet
San Antonio , Tx
04.2026 - 06.2026
- Contacted members regarding prescriptions identified as late for pickup or refill, ensuring timely medication access.
- Assisted customers in identifying specific medication needs, addressing Medicaid plan issues to promote adherence.
- Provided support and answered questions about plans
CUSTOMER SERVICE REPRESENTATIVE
Ameritas
Lincoln, NE
07.2023 - 09.2025
- Resolved dental claims and eligibility inquiries for policyholders, contributing to increased customer satisfaction.
- Troubleshot website issues, assisting users with password resets and navigation to enhance online access experience.
- Maintained call center quality standards and performance metrics, escalating complex claims to appropriate teams to ensure timely resolution.
- Documented interactions and claim updates in CRM, ensuring efficient follow-up and accurate billing reconciliation.
CUSTOMER SERVICE REPRESENTATIVE
Ntt Data
Lincoln, NE
09.2022 - 05.2023
- Managed inbound calls from customers regarding policy coverage, claims filing, and status, offering clear guidance on next steps to enhance customer understanding.
- Guided Ntt Data customers through claim processes using internal resources, ensuring accurate documentation and smoother claims experience.
- Adhered to call center guidelines and performance metrics, maintaining high quality and productivity in customer service delivery.
CUSTOMER SERVICE REPRESENTATIVE
First National Bank of Omaha
Omaha, NE
10.2021 - 06.2022
- Managed inbound calls to resolve credit card billing disputes, employing active listening and targeted questioning to gather essential information for investigators.
- Set clear expectations for dispute process, reviewed account details for accuracy, and coordinated with investigators to facilitate timely resolutions.
- Maintained thorough case documentation to support investigations and reduce follow-up contacts.
CUSTOMER SERVICE REPRESENTATIVE
Cabela's/Capital One
Lincoln, NE
01.2019 - 07.2021
- Provided front-line support for Capital One products, explaining features, answering account questions, and recommending services to meet customer needs.
- Resolved billing inquiries and processed payments accurately, using active listening to ensure customer satisfaction.
- Ensured quality standards and met call center performance metrics, enhancing customer loyalty through attentive service.
Education
High School Diploma -
Tri- County High School
Dewitt, Nebraska01-1994
Skills
- Data Entry
- Customer Support
- Claims management
- CRM expertise
- Call center regulations
- Problem Solving
- Customer excellence
- Communication Skills
- Conflict management
- Active Listening
Timeline
Engagement Specialist
Carenet
04.2026 - 06.2026
CUSTOMER SERVICE REPRESENTATIVE
Ameritas
07.2023 - 09.2025
CUSTOMER SERVICE REPRESENTATIVE
Ntt Data
09.2022 - 05.2023
CUSTOMER SERVICE REPRESENTATIVE
First National Bank of Omaha
10.2021 - 06.2022
CUSTOMER SERVICE REPRESENTATIVE
Cabela's/Capital One
01.2019 - 07.2021
High School Diploma -
Tri- County High School