Customer Support Specialist | Healthcare & Email Support | Insurance & Medical Billing

Dedicated Healthcare and Insurance Support Specialist with over 7 years of hands-on experience at Manulife, backed by a total of 9+ years in high-volume customer care, back-office administration, and cross-functional operations. I specialize in handling complex, sensitive healthcare and insurance inquiries including eligibility verifications, benefit breakdowns, policy renewals, and provider coordination. Throughout my career, I’ve consistently maintained a high standard of accuracy and empathy while managing 40+ phone calls and 30+ email cases daily under strict SLA targets.

How I Add Value to Your Business & Operations:
• Reduced Customer Churn & Higher Retention: In my previous role, I actively re-engaged policyholders regarding renewals, turning potentially lost accounts into long-term clients through proactive problem-solving and clear policy explanations.

• Faster Case Resolution & Lower Escalation Rates: By serving as a Team Point of Contact (POC) and working cross-functionally with healthcare providers and internal departments, I streamlined ticket escalations and cut down resolution times for complex claims.

• Shorter Onboarding for New Hires: Having mentored newly hired tea-----------mbers, I know how to document best practices and coach peers, helping new support agents become productive faster and easing the burden on operations management.

• Operational Efficiency & Accuracy: Whether maintaining tracking rosters, logging case details in Salesforce CRM, or optimizing email responses, I eliminate errors that lead to costly delays and customer frustration.

Core Expertise:
- Healthcare & Insurance Support (Verification, Policy Claims, Benefits Explanation)
- Omnichannel Customer Care (High-Volume Voice & Email Support)
- Ticketing & CRM Tools (Salesforce CRM, MS Outlook, RingCentral, Google Workspace) -Leadership & Administrative Support (Team POC, Mentorship, Roster & Case Management)

If you are looking for a reliable, low-maintenance support specialist who can step in, protect your brand reputation, and keep daily operations running smoothly, I am ready to deliver results for your team.