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@aprilhamzat
Customer-focused Senior Customer Support Specialist with 4+ years experience.
I am a dedicated Senior Customer Support Specialist with over four years of experience in high-volume, remote customer service environments. My career has been defined by a customer-centric approach, where I have successfully managed complex inquiries and ensured timely order fulfillment. I thrive in fast-paced settings and excel at collaborating cross-functionally to proactively resolve issues, which has significantly improved customer satisfaction.
In my current role at Tricare, I serve as a single point of contact for customer and provider inquiries, demonstrating my commitment to delivering exceptional service. I have consistently exceeded performance metrics, reducing resolution times by 20% through improved documentation and escalation processes. My ability to identify gaps in workflows has led to a 15% increase in case handling efficiency, showcasing my proactive problem-solving skills and dedication to continuous improvement.
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Work history, roles, and key accomplishments
Tricare
Jan 2021 - Present (4 years 10 months)
Served as a single point of contact for customer and provider inquiries, demonstrating a customer-centric approach in a fast-paced support environment. Proactively managed and resolved complex service issues related to claims, billing, and authorizations by collaborating with internal departments including operations and technical teams. Maintained service accuracy and delivery consistency, ensuri
Degrees, certifications, and relevant coursework
High School Diploma, General Studies
Completed high school education, earning a diploma in 2020. Developed foundational academic skills and prepared for future professional endeavors.
Software and tools used professionally
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