Open to opportunities

Daphne Peoples

@misspeoples

Message

I am an experienced customer service representative specializing in claims processing and call center support.

United States

Message

What I'm looking for

I am seeking customer-service or claims-focused roles where I can apply claims processing, QA, and high-volume call center experience to improve operations and grow within a supportive team.

I am a customer service professional with extensive experience in high-volume call centers and back-office claims processing. In roles including health concierge and claims reviewer, I guided members through insurance processes, handled claim referrals and escalations, and documented outcomes using company systems.

I consistently met performance metrics while performing QA reviews, payment processing, data entry, and recordkeeping, resolving complex issues with limited supervision. I bring strong attention to detail, reliable documentation skills, and a commitment to clear communication that improves member experience.

Experience

Work history, roles, and key accomplishments

Current

Health Concierge

Current

Aetna

Feb 2025 - Present (11 months)

Provide member advocacy and guidance on claims, benefits, and billing; facilitate provider communication, submit and escalate claim rework and appeals, and document all interactions to resolve issues promptly.

Claims Processing Benefits Appeals Documentation Customer Service

Customer Service Representative

Advance Call Center Technologies

Aug 2020 - Dec 2024 (4 years 4 months)

Managed high-volume work-from-home inbound calls, researched and resolved complex cardholder and account issues, provided web support (PIN resets, activations), and performed QA and back-office claim summarization to ensure accuracy.

Cardholder Support PIN Resets Quality Assurance Data Entry

Payment Processing Clerk

Conduent

Dec 2023 - Jul 2024 (7 months)

Processed electronic and paper payments per client instructions, verified and scanned documents, corrected data discrepancies, and met accuracy and productivity metrics while supporting teammates and clients.

Payment Processing Data Entry Document Scanning Verification)Team Collaboration Verification

File Clerk

PDP Group, Inc

Jul 2019 - Mar 2021 (1 year 8 months)

Sorted, scanned, and filed documents using handheld barcode scanners, entered records into the system, performed file audits, maintained organization, and delivered folders across departments.

Document Scanning Data Entry