Rihana Miah
Chicago,IL
Summary
Detail-oriented Customer Service Representative seeking a stable position with growth opportunities where I can utilize my communication, problem solving, and multitasking skills to deliver excellent customer support and contribute to team success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Zing Health
Chicago
05.2022 - Current
- Provide clear, compassionate assistance to Medicare Advantage members regarding benefits, claims, provider networks, and billing inquiries, ensuring HIPAA compliance and confidentiality.
- Manage high-volume inbound and outbound calls, accurately documenting member interactions and resolutions in CRM systems while meeting daily productivity goals.
- Educate members on plan benefits, enrollment, eligibility, and preventive care, improving member satisfaction and plan engagement.
- Assist members with provider searches, scheduling appointments, and understanding Explanation of Benefits (EOBs).
- Utilize problem-solving skills to de-escalate concerns and ensure a positive member experience, aligning with Zing Health's commitment to culturally competent care.
Customer Service Representative
Illinois Tollway
Chicago, IL
05.2021 - 05.2022
- Provide prompt, professional assistance to over 100 customers daily regarding tollway accounts, violation notices, billing, payments, and general inquiries.
- Resolve customer concerns efficiently, ensuring a positive customer experience while maintaining high call quality standards.
- Assist customers with technical issues, including transponder troubleshooting and account navigation, ensuring clear, step-by-step guidance.
- Educate customers on Illinois Tollway programs and policies, ensuring compliance and clarity in all communications.
Residential Security
Titan Security Group
Chicago, IL
10.2018 - 02.2021
- Monitored and maintained building security through effective use of access control systems, visitor management systems, and CCTV monitoring to ensure tenant safety.
- Enforced access control procedures by verifying identities of all tenants, visitors, and vendors, maintaining accurate visitor logs, and ensuring compliance with building protocols.
- Responded promptly to incidents, emergencies, and property alarms, taking appropriate action while maintaining clear documentation of all occurrences and security activities.
- Conducted regular security patrols to deter theft, vandalism, and safety hazards, ensuring the protection of tenant and building property.
- Trained new security personnel on site-specific protocols, emergency procedures, and customer service expectations.
HealthCare Customer Service Representative
Maximus
Chicago, IL
10.2017 - 10.2018
- Answer incoming calls and respond to customer inquiries related to healthcare plans, benefits, claims, and billing.
- Provide clear and accurate information regarding medical coverage, provider networks, and prior authorizations.
- Assist customers with navigating healthcare portals and understanding Explanation of Benefits (EOBs).
- Research and resolve customer complaints, escalations, and complex issues in a timely and professional manner.
- Document all customer interactions accurately in the system following HIPAA and company confidentiality guidelines.
Cashier
Food 4 Less
Chicago, IL
05.2016 - 05.2018
- Greet customers promptly and courteously as they approach the checkout area.
- Accurately scan, weigh, and ring up customer purchases using POS systems.
- Handle cash, credit, debit, EBT, and other forms of payment accurately and responsibly.
- Provide correct change and issue receipts to customers.
- Maintain cleanliness and organization at the checkout area, including wiping counters and organizing bags.
Education
High School -
Percy L. Julian High School
Chicago, IL06.2015
Skills
- Active Listening
- Conflict Resolutior
- De-escalation Techniques
- Empathy and CompassionCal
Center Etiquette - HIPAA Compliance
- Internet-Based Program
Navigation - Email Communication
- Multitasking in High-Volume
Environmentsl
Data Entry & Record Keeping
Certification
CPR certified, 2014
Community Service
- Helping with orientation or drop-off/pick-up routines, monitoring safe transitions, and maintaining classroom tidiness.
- Assisting with special events or seasonal programs, such as summer or winter camp activities.
- Supporting routine care tasks like preparing snacks, organizing materials, cleaning learning areas, or assisting with basic administrative duties.
Timeline
Customer Service Representative
Zing Health
05.2022 - Current
Customer Service Representative
Illinois Tollway
05.2021 - 05.2022
Residential Security
Titan Security Group
10.2018 - 02.2021
HealthCare Customer Service Representative
Maximus
10.2017 - 10.2018
Cashier
Food 4 Less
05.2016 - 05.2018
High School -
Percy L. Julian High School