Samika Washington

• Handled 40–60 inbound customer calls per shift in a high-volume remote call center environment.

• Researched and reviewed customer account histories to resolve service and billing inquiries.

• Documented detailed call notes in CRM systems while meeting quality assurance and compliance standards.

• De-escalated customer concerns professionally while communicating clear resolution options.

• Navigated multiple systems and dual-screen setups to ensure accurate and efficient data entry.

• Responded to high-volume inbound inquiries regarding benefits, billing, eligibility, and payment history.

• Reviewed and interpreted account documentation to provide accurate information to members.

• Maintained HIPAA-compliant documentation and accurate electronic records.

.• Educated members on available services, payment processes, and program options.