SUSAN MAUHAR
Gladstone,USA
Summary
Professional Support Specialist with broad experience in delivering exceptional client assistance and resolving complex issues. Strong focus on team collaboration, adapting to changing needs, and achieving results. Skilled in troubleshooting, communication, and conflict resolution. Known for reliability, problem-solving, and customer-centric approach.
Overview
18
18
years of professional experience
1
1
Certification
Work History
COBRA and Direct Bill Support Specialist
American Benefits Group
Remote
02.2025 - Current
- Acted as primary contact for participants, employers, and brokers regarding COBRA and direct billing benefits.
Explained COBRA notices, election timelines, premium payments, coverage options, subsidies, and termination rules clearly. - Processed qualifying events, terminations, demographic updates, plan changes, and premium payments per federal COBRA regulations.
- Managed COBRA-related correspondence, maintaining organized and audit-ready records to facilitate seamless operations.
- Delivered phone and email support, ensuring accuracy and compliance while fostering empathetic service.
Assisted participants with online portal navigation, troubleshooting access to payments and elections.
Coordinated with eligibility teams, accounting departments, carriers, and external vendors to resolve complex service issues efficiently. - Maintained strict adherence to HIPAA regulations and data security protocols.
Consumer Service Operations II - Market Support Team
Humana Insurance Company
Remote
09.2014 - 03.2024
- Customer Service Experience
- Handled inquiries/complaints via email, phone, and web chat.
- Provided guidance on health insurance topics: billing, enrollment, eligibility, benefits, compliance, web issues.
- Professional Attributes
- Skilled in needs assessment, issue resolution, and product knowledge.
- Committed to improving customer service efficiency and satisfaction.
- Work Ethic and Motivation
- Highly motivated and eager to enhance business performance.
- Adaptable in team and individual roles, driving company objectives and values.
- Resourceful, results-driven, passionate about growth and efficiency.
Lead Teller
Pioneer Credit Union/Capital Credit Union
Green Bay, WI
05.2008 - 08.2014
- Customer Assistance
- Helping members in person, through drive-ups, or by telephone.
- Assisting with deposits, withdrawals, and check cashing services.
- Leading by example in referring products and services.
- Cash Management
- Balancing cash drawers and maintaining accountability for cash on hand.
- Vault holder
- Monitoring and Supervision
- Overseeing service quality and efficiency of the teller line.
- Supervising employee performance in daily operations.
- Training and Mentorship
- Assisting in new hire processes, training, and mentoring.
- Conducting monthly meetings and one-on-one performance discussions.
- Providing guidance and best practices to junior tellers.
Education
Computer Engineering
Lake Superior State University
High School Diploma -
Tri-Township High School (Rapid River Schools)
Rapid River, MI01-1991
Skills
- Customer Relationship Management
- Employer Group Coverage and Benefits with emphasis on eligibility requirements
- Strong organizational and time-management skills
- Exceptional communication and interpersonal skills
- Ability to work independently and as part of a team
- Detail-oriented and able to handle multiple tasks simultaneously
- Ethics and Compliance Awareness
- Computer Skills and Web Support
- Problem-Solving
- Decision-Making
- First Call resolution
- Cultural Intelligence with emphasis on Inclusions and Diversity
- Mentorship experience to further the company needs and values
- Customer relationship management
- Support services
- Remote support
- Customer service
Certification
- Google IT Support Certificate March 2024
- LinkedIn Learning "Customer Service Foundations" Certificate April 2026
Timeline
COBRA and Direct Bill Support Specialist
American Benefits Group
02.2025 - Current
Consumer Service Operations II - Market Support Team
Humana Insurance Company
09.2014 - 03.2024
Lead Teller
Pioneer Credit Union/Capital Credit Union
05.2008 - 08.2014
Computer Engineering
Lake Superior State University
High School Diploma -
Tri-Township High School (Rapid River Schools)