Chinazaekpere Eze
@chinazaekpereeze
Customer care and IT support professional delivering HIPAA-compliant service and rapid resolutions remotely.
United StatesWhat I'm looking for
I’m an experienced Customer Care and IT Support professional with over 5 years delivering high-quality service across healthcare, insurance, and technology environments. I manage 50–80 inbound calls daily and handle 80–100 daily inquiries via phone, email, and chat, focusing on issue resolution, customer satisfaction, and compliance (HIPAA, SOC 2).
I’m known for performance and measurable impact—consistently earning 97%+ CSAT, reducing member complaints by 21%, and improving efficiency/productivity by 12% through process improvements. With a strong background in CRM and claims systems (including documentation and compliance), plus Tier 1/2 remote troubleshooting, I combine empathy with technical precision to keep customers unblocked and supported.
Experience
Work history, roles, and key accomplishments
Provided remote customer care to Aetna members, handling 50–80 inbound calls daily for claims, benefits, billing, and coverage. Achieved 97%+ CSAT, reduced member complaints by 21%, and improved efficiency by 12% through process improvements while maintaining HIPAA-compliant communications.
Managed high-volume inbound calls for auto glass repair and replacement services, scheduling in-shop and mobile appointments. Verified insurance coverage, processed claims, explained deductibles and payment options, and maintained accurate records to meet performance and compliance standards.
IT Support Specialist
Activus Connect
Feb 2020 - Jan 2022 (1 year 11 months)
Delivered Tier 1/2 IT support, resolving 50+ tickets per week and maintaining 95%+ customer satisfaction via phone, email, chat, and remote tools. Proactively monitored systems, documented troubleshooting in Zendesk/ServiceNow, reduced downtime by 20%, and supported onboarding for 100+ new hires while following HIPAA/SOC 2 compliance requirements.
Education
Degrees, certifications, and relevant coursework
University of Buea
Bachelor of Business Administration, Business Administration
2013 - 2017
Bachelor of Business Administration from the University of Buea, completed from 2013 to 2017.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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