Justice User
@justiceuser3
Customer Service Representative who solves health insurance issues with empathy, accuracy, and CRM-driven support.
United StatesWhat I'm looking for
I’m a customer service professional with 6+ years of experience focused on delivering exceptional support, especially in healthcare and call-center environments. I’m known for clear communication, active listening, and resolving complex customer complaints while keeping satisfaction high.
In my most recent role as a Customer Service Representative (Contract) at WTW, I supported clients through application systems by troubleshooting login issues, password resets, and system errors. I guided customers through benefits and insurance program steps with accuracy, compliance, and strong service-level agreement (SLA) performance.
At Aetna, I worked as a Remote Customer Care Representative (Contract) from February 2022 to October 2024, handling roughly 50–80 calls per day. I investigated and resolved member inquiries across claims, benefits, and coverage, documented every interaction in CRM systems, and partnered with internal teams (claims, benefits, provider services, and IT) to close complex cases.
Earlier, I served as a Home Health Aid Agent (Contract), providing compassionate in-home care and supporting patients’ independence through daily living assistance, medication support, vital sign monitoring, and wound care. Across roles, I consistently improve outcomes through process improvements, careful documentation, and privacy-minded handling of sensitive information.
Experience
Work history, roles, and key accomplishments
Application Customer Service Rep
WTW
Oct 2024 - Feb 2025 (4 months)
Provided frontline customer support for clients using WTW application systems, troubleshooting login, password reset, and system errors to ensure uninterrupted access. Guided customers through benefits and insurance applications while documenting interactions and escalations in CRM and collaborating with IT and policy teams.
Worked as a remote customer care representative for Aetna members, resolving inquiries related to claims, benefits, and coverage via calls, email, and mail. Investigated complex issues with internal claims and benefits teams, documenting all interactions in CRM while maintaining high customer satisfaction, including 97%+ ratings and a 21% reduction in member complaints.
Home Health Aid Agent
Jovie of Katy and Bellaire
Apr 2020 - Nov 2021 (1 year 7 months)
Provided compassionate home health assistance by supporting patients with daily living activities and coordinating care with patients, families, and healthcare professionals. Delivered medication support, monitored vital signs and wound care, maintained detailed care records, and contributed to improved patient outcomes and reduced hospital readmissions.
Delivered remote customer service via phone, email, and chat, providing accurate information on products and services and resolving complaints professionally. Supported vehicle maintenance, repairs, and warranty issues, collaborated with sales/service/parts teams, and documented customer interactions in CRM while meeting customer satisfaction and first-call resolution targets.
Education
Degrees, certifications, and relevant coursework
University of Buea
Bachelor of Science, Business Administration
2012 - 2016
Earned a BSc in Business Administration at the University of Buea from 2012 to 2016.
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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