Sadman Billah

At SAICO and CIGNA, I’ve helped medical insurance customers navigate approvals, claim denials, benefits, billing, and provider coordination across phone, email, and live chat.

As a Senior Customer Support & Approvals Specialist, I expedited urgent pre-authorizations and reduced approval bottlenecks by 20%. I also created a de-escalation cheat sheet for 15 representatives that reduced average handle time on escalated billing complaints by two minutes.

I translate complex policy language into clear, comforting guidance and maintain calm communication in high-stakes situations. My experience includes bilingual support, claims investigation, CRM and billing systems, and using ChatGPT to create empathetic email templates.