Customer Service Representative, Collections/SPOC

Feb 2025 - Present

Recognized as a top-performing agent in July and August 2025, endorsed into production for Green KPIs, demonstrated basic Excel navigation skills, multitasked effectively, promoted to Collections/SPOC role as of December 29, 2025, and consistently met all required KPIs after endorsement into production.

Customer Service Representative, Quality Analyst/Evaluator

Jan 2022 - Jan 2025

Delivered high-quality responses to provider inquiries via AVAILITY, submitted professional client letters, exceeded metric targets on scorecards, supported offline team tasks, transitioned flexibly between phone and offline work, certified in Voice, Written, and AWCSentry/Auditor roles, processed back-office documents including medical claims, updated agents' scorecards, and promoted to SME...