BAHJI WATKINS
Atlanta
Summary
Detail-oriented and empathetic support professional with over 10 years of experience in claims processing, email and chat-based support, data entry, technical troubleshooting, and customer issue resolution. Adept at navigating complex systems to deliver accurate solutions in fast-paced environments. Proven ability to analyze data, manage insurance and financial inquiries, resolve disputes, and ensure compliance with regulatory policies. Committed to optimizing quality assurance, improving workflow efficiency, and enhancing the customer experience through strong communication and critical thinking.
Overview
11
11
years of professional experience
Work History
Associate Customer Service Representative
The General Insurance
Hybrid
08.2023 - Current
- Respond to customer inquiries via phone, email, and chat regarding insurance coverage, claims status, and policy options.
- Utilize CRM tools and internal databases to accurately retrieve and update policyholder information.
- Interpret complex policy terms to assist customers in understanding coverage, exclusions, and next steps.
- Collaborate with claims teams to forward supporting documentation and escalate urgent matters.
- Conduct comprehensive needs assessments to ensure accurate service delivery and issue resolution.
Economic Support Specialist
Division of Family and Children Services
Hybrid
03.2017 - 08.2023
- Reviewed applications and supporting documents to determine eligibility for Medicaid and food assistance programs.
- Input sensitive client data with high precision into state-managed systems, maintaining confidentiality and accuracy.
- Interpreted and applied policy guidelines and federal regulations to ensure correct case outcomes.
- Supported clients through technical issues on the online application portal via phone and email.
- Improved data integrity by ensuring accurate entry and reduction of application errors.
Call Center Customer Service Specialist
Internal Revenue Service (IRS)
Atlanta
12.2014 - 03.2017
- Handled high-volume inbound calls, resolving taxpayer concerns about payments, refunds, and account discrepancies.
- Navigated and documented cases in IRS systems while ensuring compliance with federal tax law.
- Used investigative techniques to resolve complex inquiries involving identity verification and payment delays.
- Assisted in training new hires on IRS systems and effective resolution techniques.
- Delivered technical support for IRS e-services login issues and online portal navigation.
Education
High School Diploma -
Eagles Landing High School
Skills
- Claims Processing
- Email Correspondence
- Chat Support
- Technical Troubleshooting
- Eligibility Determination
- Quality Assurance
- Data Entry
- CRM Systems
- Customer Documentation
- Case Management
- Medical Records Handling
- Prior Authorization
- Policy Interpretation
- Insurance Verification
- Account Management
- Complaint Resolution
- Typing Accuracy
- Call Center Operations
Timeline
Associate Customer Service Representative
The General Insurance
08.2023 - Current
Economic Support Specialist
Division of Family and Children Services
03.2017 - 08.2023
Call Center Customer Service Specialist
Internal Revenue Service (IRS)
12.2014 - 03.2017
High School Diploma -
Eagles Landing High School