Sharon A Acheampong
Clermont,USA
Summary
Results-driven Customer Relationship Advocate with over 3 years of experience in customer service within healthcare and tolling operations. Specializes in resolving complex inquiries and interpreting benefits through various communication channels. Proficient in Proclaim, One Guide, Facets, and AI Companion Text & Learn Group, consistently achieving high quality and resolution rates.
Overview
3
3
years of post-secondary education
5
5
years of professional experience
Work History
Customer Relationship Advocate
Cigna Healthcare
Clermont, USA
09.2025 - Current
- Supported customers through inbound calls, emails, and messaging, providing clear guidance on benefits, eligibility, claims, and coverage to enhance understanding and resolve inquiries.
- Took ownership of calls, independently researched issues using Proclaim, OneGuide, Facets, and multi-screen navigation tools to ensure accurate and timely resolution.
- Resolved sensitive or escalated cases with sound judgment and problem-solving skills, ensuring accuracy in outcomes and maintaining customer trust.
- Reviewed claims and generated eligibility letters while managing documentation and streamlining workflows with AI Companion tools, improving overall process efficiency.
- Ensured quality standards were maintained at over 95% in all interactions. 90%+ contact resolution, strong satisfaction scores, and 98% attendance.
Customer Service Representative | Mentor
Conduent Inc | Emovis
Ocoee, USA
09.2023 - 09.2025
- Achieved 95%+ QA compliance, contributing to high customer satisfaction ratings.
- Handled 45-70 inbound calls daily, resolving billing issues and account questions to improve customer satisfaction.
- Mentored 15+ new hires, improving QA scores and reducing resolution times.
- Processed 70-100 toll images per hour, ensuring accurate billing and reducing errors.
Logistics Manager
Distinction Port Agency
Tema, Ghana
01.2022 - 01.2023
- Managed inventory levels and scheduled drivers to meet demand, optimized delivery timelines.
- Coordinated end-to-end shipping logistics, achieving timely delivery and ensuring compliance with customs regulations.
- Acted as primary customer liaison, enhancing communication and reducing follow-up calls.
Education
High School Diploma -
Mfantsiman Girls Senior High School
Salt Pond, Central Region 09.2013 - 05.2016
Some College (No Degree) - Social Work & English
Kwame Nkrumah University of Science And Technology
Kumasi, Ashanti Region, GhanaSkills
- Benefits , Eligibility & Enrollment, Claims Interpretation
- AI Companion Tools & Data Interpretation
- High-Volume Call Management
- Multichannel support
- Proclaim One Guide Facets CRM Software Microsoft Excel Google Workspace
- Cross functional collaboration
Accomplishments
Cross-trained in Facets and AI Companion Text & Learn Group, enhancing my ability to independently research issues and resolve complex customer inquiries.
Timeline
Customer Relationship Advocate
Cigna Healthcare
09.2025 - Current
Customer Service Representative | Mentor
Conduent Inc | Emovis
09.2023 - 09.2025
Logistics Manager
Distinction Port Agency
01.2022 - 01.2023
High School Diploma -
Mfantsiman Girls Senior High School
09.2013 - 05.2016
Some College (No Degree) - Social Work & English
Kwame Nkrumah University of Science And Technology