Stephanie Diaz
Anna
Summary
Experienced support specialist with a keen eye for detail. Adept at document preparation, ensuring data accuracy, and thriving in compliance-driven settings. Demonstrated success in efficiently handling large quantities of sensitive records, collaborating with various stakeholders, and optimizing operational processes. Proficient in CRM systems, Excel, file assembly, and streamlining invoice processing for enhanced productivity.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative (Phone & Digital Support)
Capital One
04.2025 - Current
- Focused on account documentation and CRM updates, supporting internal teams via written communication.
- Promoted digital banking tools to minimize customer call volume.
- Accurately logged all client interactions and escalations in internal systems.
- Remote
Claims Representative
Cigna Group
02.2023 - 11.2024
- Processed medical insurance claims, verifying documentation and reviewing benefits for accuracy.
- Confirmed eligibility, authorizations, and coverage according to policy guidelines.
- Communicated via email and internal systems to resolve claim issues and ensure compliance.
- Remote
Member Support Specialist (Email & Ticketing)
Ridwell
09.2023 - 09.2024
- Managed all support inquiries exclusively via email and support tickets.
- Ensured data accuracy across customer accounts and billing platforms.
- Resolved discrepancies and optimized workflows, reducing response time by 15%.
- Remote
Chat Agent
Capital One
02.2021 - 02.2023
- Delivered real-time customer support through secure chat, assisting with account access, updates, and digital form processing.
- Consistently exceeded productivity benchmarks in a high-volume chat environment.
- Supported documentation compliance and trained peers in quality assurance practices.
Funding Analyst
Capital One
02.2020 - 02.2021
- Assembled loan documents and verified data through internal systems and digital tools.
- Collaborated primarily via internal email and messaging platforms.
- Maintained 99% accuracy and supported audit processes.
Underwriter
National Debt Relief
10.2015 - 06.2018
- Reviewed client applications and financial documents for approval decisions.
- Documented all actions in CRM tools; maintained data integrity across channels.
- Coordinated updates and next steps through email with clients and team leads.
Education
Medical Billing and Coding Course
AAPC
Associate Degree - Psychology
CUNY Bronx Community College
Bronx, NY05.2015
Skills
- Chat & Email Customer Support
- CRM & Ticketing Systems (Salesforce, Zendesk)
- High-Volume Case & Data Management
- Digital Document Preparation & File Assembly
- Billing & Invoice Processing
- Microsoft Office (Excel, Outlook, Word)
- Workflow Optimization & Quality Assurance
- Compliance & Confidential Data Handling
- Critical thinking
Certification
- Property & Casualty Insurance License
- Certified Phlebotomy Technician
Timeline
Customer Service Representative (Phone & Digital Support)
Capital One
04.2025 - Current
Member Support Specialist (Email & Ticketing)
Ridwell
09.2023 - 09.2024
Claims Representative
Cigna Group
02.2023 - 11.2024
Chat Agent
Capital One
02.2021 - 02.2023
Funding Analyst
Capital One
02.2020 - 02.2021
Underwriter
National Debt Relief
10.2015 - 06.2018
Associate Degree - Psychology
CUNY Bronx Community College
Medical Billing and Coding Course
AAPC
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