Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

SORNA KANNAN

San Antonio,TX

Summary

Dynamic Customer Care Representative with a proven track record at Maximus, excelling in processing applications and ensuring compliance with state health programs. Adept at delivering exceptional customer service and leveraging strong problem-solving skills to enhance client satisfaction and operational efficiency. Proficient in data management and confidentiality protocols.

Overview

2
2
years of professional experience
1
1
Certification

Work History

Customer Care Representative

Maximus
San Antonio, Texas
05.2025 - Current
  • Assisted in processing licensing applications and renewals for childcare operations, maintaining 100% accuracy across all submissions.
  • Collaborated with CCR investigators to track and document complaint investigations, ensuring timely resolution, and proper escalation.
  • Utilized HHSC systems (such as GENESYS or CCP) to input, update, and retrieve case data, supporting efficient case management workflows.
  • Educated clients on program benefits, renewal processes, and documentation requirements, improving access and retention rates.
  • Determined eligibility and processed applications for state health programs, including Medicaid, CHIP, HTW, FFCC, TANF, and SNAP, ensuring compliance with HHSC guidelines.
  • Maintained confidentiality and compliance with HIPAA and HHSC data protection protocols in all case handling and communications.

SENIOR DATA ADMIN

MAXIMUS
San Antonio, Texas
06.2024 - 04.2025

· Maintains data entry requirements by following data program techniques and procedures.

· Verifies entered customer and account data by reviewing, correcting, deleting, or reentering data.

· Combines data from both systems when account information is incomplete.
Purges files to eliminate duplication of data.

SENIOR DATA ADMIN

RANDSTAD
San Antonio, Texas
04.2023 - 05.2024
  • Completed day-to-day duties accurately and efficiently.
  • Processes customer and account source documents by reviewing data for deficiencies.
    Resolves deficiencies by using standard procedures, or returning incomplete documents to the team leader for resolution.
  • Identified needs of customers promptly and efficiently.
  • Maintains customer confidence and protects operations by keeping information confidential.

Education

Completed Masters in Computer Applications, India

Skills

  • Foundational knowledge of auto insurance coverages including liability, collision, comprehensive, glass, roadside, and rental
  • Understanding of claims handling process: damage evaluation, investigation, documentation, negotiation, and settlement principles
  • Ability to provide exceptional customer service using professional communication across phone, email, chat, and digital tools
  • Strong problem-solving and multitasking skills with the ability to navigate multiple business applications simultaneously

Certification

  • Achieved internal certification in CCR, demonstrating strong knowledge of customer communication, claims intake, and service workflows.
  • Completed internal certification in Data Administration, applying structured data management and reporting practices to support operational teams.
  • Completed HHSC policy training on Medicaid and CHIP eligibility.
  • HIPAA Compliance Certification – Maximus HHSC.
  • Certified Tableau Desktop Specialist .

Timeline

Customer Care Representative

Maximus
05.2025 - Current

SENIOR DATA ADMIN

MAXIMUS
06.2024 - 04.2025

SENIOR DATA ADMIN

RANDSTAD
04.2023 - 05.2024

Completed Masters in Computer Applications, India
SORNA KANNAN
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