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Dan Ekanem

@danekanem

Customer support specialist at Avoya Travel troubleshooting booking issues and resolving customer cases.

At Avoya Travel, I support customers with bookings, changes, cancellations, and account access. I troubleshoot website and booking errors, report recurring bugs, and follow complex cases through to resolution.

At CourseLeaf, I responded to student and family inquiries and helped cut average response time by 20%. Weekly service reports helped reduce escalations by 18% and increase client satisfaction by 11%.

I also streamlined new-client onboarding data entry at CourseLeaf, reducing setup time by 25% and input errors. I maintained student profiles and managed appointment scheduling with Google Calendar and Calendly.

Across BOK Financial (ModSquad), Sedgwick (Omni Interactions), and Humana (Foundever), I supported patients, customers, and insurance partners with claims, billing, account balances, and payment discrepancies. I documented cases and followed up to help bring each issue to resolution.

Experience

Work history, roles, and key accomplishments

Current

Customer Support / Technical Platform Support Specialist

Current

Avoya Travel

Jun 2025 - Present (1 year 5 months)

Support travel customers by phone, email, and digital messaging with bookings, changes, cancellations, and account access. Troubleshoot website and booking errors, escalate complex cases, and document all interactions.

Customer Support Technical Troubleshooting Issue Resolution Escalation Management Documentation Remote Support

Customer Service Representative

CourseLeaf

May 2024 - May 2025 (1 year)

Responded to student and family inquiries, cutting average response time by 20% and reducing escalations by 18%. Streamlined onboarding data entry, reducing setup time by 25% and improving client satisfaction by 11%.

Customer Service CRM Data Entry Appointment Scheduling Google Calendar Calendly Communication Skills

Revenue Cycle Specialist (Claims & Account Support)

BOK Financial (ModSquad)

Oct 2023 - Apr 2024 (6 months)

Supported patients and insurance partners by resolving account issues and investigating denied claims. Managed high-volume accounts, explained billing decisions, and documented all interactions.

Claims Resolution Account Management Billing Customer Support Documentation Root Cause Analysis

Client Account Representative (AR Follow-Up)

Sedgwick (Omni Interactions)

May 2021 - Oct 2023 (2 years 5 months)

Managed client accounts through the resolution cycle, explaining balances and resolving payment discrepancies. Partnered with internal teams and escalated complex cases with clear documentation.

Accounts Receivable Payment Discrepancy and Deduction Resolution Client Communication Escalation Management Documentation

Client Support Representative (Insurance Follow-Up)

Humana (Foundever)

Apr 2019 - Mar 2021 (1 year 11 months)

Worked with insurance partners to resolve discrepancies and billing errors, identifying root causes and tracking trends. Processed cases requiring documentation and followed up proactively.

Insurance Follow Up Claims Resolution Billing Trend Reporting Documentation Client Communication