SCHUNEAKA WATSON
Summerville,SC
Summary
Customer Service and Technical Support Specialist with over 10 years of experience in high-volume call centers, healthcare administration, billing, and financial account assistance. Proven record of improving customer satisfaction, resolving complex account issues, and consistently meeting performance metrics. Skilled at handling large call volumes, de-escalating difficult situations, and providing clear solutions with empathy.
Overview
11
11
years of professional experience
Work History
Healthcare Representative
Alorica
02.2025 - Current
- Successfully manage 80+ calls daily, resolving benefit, claim, and account issues with a 95%+ accuracy rate.
- Consistently recognized by supervisors for exceeding call quality and compliance standards.
- Increased customer understanding by simplifying complex insurance terms, leading to improved satisfaction scores.
- Assisted customers in navigating appeals and reimbursement, reducing repeat call volume.
- Collaborated with team members to meet referral and performance benchmarks.
Mail Order Pharmacy Technician
DLH
Ladson, SC
12.2023 - 03.2025
- Processed hundreds of prescriptions daily with zero major errors, ensuring patient safety and accuracy.
- Provided phone support for patients, reducing call escalations by addressing concerns proactively.
- Improved team efficiency by suggesting workflow changes that reduced order delays by 15%.
- Maintained 100% HIPAA compliance during handling of patient data.
- Praised by leadership for reliability and ability to multitask in a fast-paced environment.
Medical Billing Representative
Trident Cancer Center
North Charleston, SC
08.2022 - 03.2023
- Resolved 80% of denied claims successfully, improving reimbursement rates for the organization.
- Boosted patient satisfaction by providing clear explanations of bills and payment options.
- Improved accuracy of claims submissions by identifying recurring errors and suggesting corrections.
- Assisted patients with sensitive financial concerns, reducing escalations to supervisors.
- Recognized by management for handling high call volumes while maintaining professionalism.
Referral Specialist
MUSC
Charleston, SC
01.2019 - 06.2020
- Streamlined referral processes, cutting average patient wait times by 20%.
- Handled daily referral calls and account verifications with consistently high accuracy.
- Strengthened patient trust by providing timely updates and ensuring coordinated care.
- Trained new staff on referral systems, reducing onboarding time for new employees.
- Earned commendations from physicians and staff for reliability and customer service.
Financial Eligibility Specialist
Fetter Healthcare Network
Charleston, SC
10.2017 - 01.2019
- Processed an average of 40+ financial assistance applications daily with a high approval accuracy rate.
- Improved patient access by connecting over 200 families to healthcare programs.
- Recognized for outstanding customer service in simplifying complex program requirements.
- Partnered with community organizations to expand available resources for patients.
- Consistently exceeded departmental productivity goals.
Tier 2 Technical Support Specialist
KellyConnect
Troy, MI
12.2016 - 12.2017
- Delivered advanced support for Apple products, achieving a 90%+ first-call resolution rate.
- Recognized by Apple for exemplary customer satisfaction scores.
- Mentored and trained Tier 1 agents, improving overall team efficiency by 25%.
- Documented recurring issues, helping improve troubleshooting guides for the department.
- Stayed calm under pressure, reducing escalations during high-stress calls.
Billing Specialist
SYKES
Fayetteville, NC
08.2014 - 12.2016
- Handled 60–80 inbound calls daily, consistently meeting resolution and satisfaction goals.
- Achieved department’s highest billing accuracy scores for two consecutive quarters.
- Reduced repeat calls by explaining account adjustments clearly to customers.
- Processed payments and credits quickly, maintaining a 98%+ accuracy rate.
- Frequently praised by supervisors for patience and professionalism with irate customers.
Education
Associate in Arts (A.A.) - Pharmacy Technician Candidate
Miller-Motte College
01-2026
Bachelor of Arts (B.A.) - Business Administration
Strayer University
01-2024
Skills
- High volume Inbound and outbound calls
- Financial services support
- Customer satisfaction
- De-escalation techniques
- HIPAA compliance
- Technical troubleshooting
- Remote support
- Time management skills
Timeline
Healthcare Representative
Alorica
02.2025 - Current
Mail Order Pharmacy Technician
DLH
12.2023 - 03.2025
Medical Billing Representative
Trident Cancer Center
08.2022 - 03.2023
Referral Specialist
MUSC
01.2019 - 06.2020
Financial Eligibility Specialist
Fetter Healthcare Network
10.2017 - 01.2019
Tier 2 Technical Support Specialist
KellyConnect
12.2016 - 12.2017
Billing Specialist
SYKES
08.2014 - 12.2016
Associate in Arts (A.A.) - Pharmacy Technician Candidate
Miller-Motte College
Bachelor of Arts (B.A.) - Business Administration
Strayer University
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