Sunila A
Customer Service Representative
Land O' Lakes,FL
Summary
Customer support professional with 2+ years of experience assisting customers, resolving inquiries, and delivering high-quality service. Experienced in troubleshooting account, billing, and system-related issues while maintaining professionalism and accuracy. Proven ability to handle high call and case volumes, document interactions accurately, and follow company policies while meeting service goals.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Results-CX
Dallas, TX
05.2025 - 12.2025
- Delivered high-quality customer service by handling inbound calls for health insurance members.
- Assisted members with benefits, eligibility, claims, and coverage details.
- Demonstrated strong communication and empathy when handling sensitive inquiries.
- Used Salesforce to manage customer accounts and maintain accurate records.
- Supported BCBS, Aetna, United and HMO members with explanations of policy benefits and provider networks.
- Guided customers on Medicare eligibility and coverage options.
- Applied strong listening skills to identify issues and resolve concerns.
- Assisted customers in understanding Medicaid rules and enrollment.
- Assisted customers in troubleshooting account access issues, login problems, and password resets by guiding them step by step.
Customer Support Specialist
Conduent
Dallas, TX
10.2024 - 04.2025
- Delivered frontline customer service for high-volume accounts.
- Resolved customer inquiries with accuracy, professionalism, and empathy.
- Documented interactions using CRM tools while managing multiple calls.
- Educated customers on covered services, referrals, and prior authorization.
- Coordinated benefits for members with dual Medicare-Medicaid coverage.
Customer Service Representative
Walmart
San Francisco, CA
10.2023 - 09.2024
- Assisted customers with online order inquiries, including tracking, cancellations, returns, and replacements, ensuring fast and accurate resolution.
- Provided clear, friendly communication through phone, chat, and email to resolve e-commerce issues and improve customer satisfaction.
- Supported customers in navigating Walmart for product details, availability, pricing, and delivery timeframes.
- Handled order escalations by coordinating with fulfillment centers, delivery partners, and store teams to resolve shipment delays or missing items.
- Processed refunds, replacements, and return labels following Walmart's online return guidelines and fraud-prevention rules.
- Documented each customer interaction accurately in the system to support seamless follow-ups and issue tracking.
- Identified common customer challenges and suggested improvements to reduce repeat issues and enhance online shopping experience.
Client Service Associate
American Automobile Association
Lake City, FL
01.2023 - 09.2023
- Assisted members with roadside service requests such as towing, battery service, flat tire support, fuel delivery, and lock-out assistance, ensuring quick dispatch through AAA systems.
- Verified active memberships, coverage levels, and service eligibility before coordinating support with field technicians and service providers.
- Guided members through insurance policy inquiries, premium payments, billing questions, and general coverage explanations while maintaining AAA compliance standards.
- Scheduled vehicle inspections, insurance appointments, and membership renewals, helping members maintain uninterrupted services.
- Provided detailed travel assistance by sharing trip-planning resources, maps, and information on discounts, hotels, and rental car partnerships.
- Educated members about AAA's tiered memberships (Classic, Plus, Premier) and benefits, helping them choose the best plan for their needs.
Education
Master of Business Administration -
Avanti PG College
India05.2015
Skills
- Customer service
- Medicare guidance
- Customer relationship management
- Call, chat, and email evaluation
- HIPAA Compliance
- Salesforce management
- Policy benefits
- MS Office (Word, Excel, PowerPoint)
- Customer experience and Troubleshooting
Timeline
Customer Service Representative
Results-CX
05.2025 - 12.2025
Customer Support Specialist
Conduent
10.2024 - 04.2025
Customer Service Representative
Walmart
10.2023 - 09.2024
Client Service Associate
American Automobile Association
01.2023 - 09.2023
Master of Business Administration -
Avanti PG College