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Khanyisa User

@khanyisauser

Email Support Specialist at EXL (UNUM), resolving insurance enquiries and reviewing documentation while maintaining accurate case records.

South Africa

Message

At EXL (UNUM), I support U.S.-based insurance customers with medical-related enquiries, including time-off and leave matters. I review information and documentation for accuracy, escalate discrepancies according to procedures, and maintain records across internal systems.

At Healix International, I supported healthcare claims by requesting and following up on missing documents, investigating discrepancies, and updating case records. I also used Excel PivotTables and VLOOKUP to track cases, and worked through a multi-year claims backlog.

At Concentrix (Highmark), I handled healthcare enquiries about claims, benefits, billing, and provider access. Earlier, at Merchants SA (Walmart.com), I supported customers by voice and live chat, handled more than 100 contacts daily, and achieved customer satisfaction above 90%.

Experience

Work history, roles, and key accomplishments

Current

Executive – Customer Service Representative

Current

EXL (UNUM)

May 2026 - Present (4 months)

Support U.S.-based insurance customers with medical-related enquiries, including time-off and leave matters, while maintaining clear, professional communication. Review customer information and documentation for accuracy, identify discrepancies, and escalate issues according to procedures.

Customer Support Case Management Documentation Review Escalation Management Sensitive Information Handling Communication Skills

Claims & Operations Support Administrator

Healix International

Dec 2025 - Apr 2026 (4 months)

Used email extensively for healthcare claims support, communicating with providers to request and chase outstanding documents and information needed to progress cases. Processed email-submitted attachments when automated parsing failed, reviewing information and manually capturing required details into the case-management system.

Email Support Case Management Excel Pivot Tables V Lookups Claims Processing Documentation Follow Up Investigation

Customer Service Advocate

Concentrix (Highmark)

Sep 2024 - Dec 2025 (1 year 3 months)

Handled inbound U.S. healthcare enquiries involving claims, benefits, billing and provider access, investigating issues and explaining outcomes clearly. Coordinated follow-ups with hospitals and internal teams, documented cases accurately and escalated issues when required.

Customer Support Healthcare Claims Benefits Billing Investigation Documentation Escalation Management Active Listening Empathy De escalation

Customer Service Agent – Voice & Live Chat

Merchants SA (Walmart.com)

Nov 2022 - Nov 2023 (1 year)

Supported U.S. customers through voice and live chat, handling 100+ contacts daily and maintaining accurate CRM records. Managed multiple live chats simultaneously, investigated account and order concerns and provided clear written responses.

Voice support Live Chat CRM Customer Retention High Volume Support Written Communication Investigation

Education

Degrees, certifications, and relevant coursework

Alison

Project Management Fundamentals, Project Management

Project Management Fundamentals course in progress.

Cyber Minds Training Institute

Microsoft Word & Microsoft Excel 2019, Computer Applications

Completed training in Microsoft Word and Microsoft Excel 2019.

Westridge High School

National Senior Certificate, General

Completed National Senior Certificate.

IBM

IBM Digital Badges, Information Technology

Earned IBM Digital Badges in introductory topics including artificial intelligence, cloud, blockchain, HTML & CSS, web page creation, and Internet of Things.