QUANICIA CALVIN
Houston
Summary
Dynamic and empathetic Customer Support Specialist with a wealth of experience in fast-paced SaaS environments. Demonstrated track record of providing exceptional support across phone, live chat, and email channels, adept at comprehending and fulfilling customer requirements. Proficient in onboarding, troubleshooting, and nurturing enduring customer relationships to ensure retention and contentment. Enthusiastic about technology and committed to assisting customers in reaching their objectives.
Overview
7
7
years of professional experience
Work History
Health Claims Specialist
Humana
04.2024 - 01.2026
- Reviewed and processed health claims to ensure compliance with regulatory guidelines.
- Analyzed claim data for discrepancies, reducing error rates in submission processes.
- Collaborated with healthcare providers to resolve claim disputes effectively.
- Mentored junior team members on best practices in claims processing and customer service.
- Streamlined workflows through implementation of new software tools, enhancing efficiency in claims adjudication.
- Conducted regular audits of claims to maintain accuracy and adherence to company policies.
Customer Support Specialist
Elmer’s Home Services
11.2021 - 01.2024
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Success Associate
Convergent
11.2020 - 09.2021
- Managed a portfolio of key accounts, ensuring consistent communication and support throughout the customer lifecycle.
- Coordinated product demonstrations for prospective customers showcasing functionality and value proposition resulting in increased sales leads.
- Identified upsell opportunities within the existing client base delivering customized proposals that resulted in increased revenue for the organization.
- Tracked renewals for assigned accounts proactively contacting customers before expiration dates to ensure continuous service uninterrupted by contract lapses.
Technical Support Representative
Taskus
03.2019 - 11.2020
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Education
High School Diploma -
Yates High School
01-2016
Skills
- SaaS Product Support
- Customer Relationship Management (CRM)
- Onboarding and Training
- Troubleshooting and Problem Resolution
- Context Switching
- Empathy and Customer Understanding
- Strong Communication Skills
- Workflow Optimization
- Agility and Adaptability
- Resilience and Continuous Improvement
- Organizational growth
- Claims processing proficiency
- Medical billing experience
- HIPAA compliance
Timeline
Health Claims Specialist
Humana
04.2024 - 01.2026
Customer Support Specialist
Elmer’s Home Services
11.2021 - 01.2024
Customer Success Associate
Convergent
11.2020 - 09.2021
Technical Support Representative
Taskus
03.2019 - 11.2020
High School Diploma -
Yates High School