Bahji Watkins
Atlanta
Summary
Compassionate and detail-oriented Customer Care Professional with over 10 years of experience in claims processing, beneficiary support, and high-volume customer service. Expertise in guiding policyholders and beneficiaries through complex insurance claims, including auto, health, and financial benefits, while ensuring strict compliance with HIPAA and federal regulations. Proficient in policy interpretation, eligibility determination, and conflict resolution, consistently achieving improved claim accuracy and enhanced workflow efficiency. Recognized for delivering empathetic service in sensitive situations, fostering trust and satisfaction among clients.
Overview
11
11
years of professional experience
Work History
Associate Customer Service Representative
The General Insurance
08.2023 - Current
- Respond to customer inquiries via phone, email, and chat regarding coverage, claims status, and policy updates.
- Assist beneficiaries in navigating claim processes, ensuring clear understanding of policy terms and next steps.
- Utilize CRM tools and internal systems to update policyholder records with 99% accuracy.
- Collaborate with claims teams to escalate urgent matters and deliver timely resolutions.
- Conduct needs assessments to align service delivery with customer requirements, achieving a 95% satisfaction score.
Economic Support Specialist
Division of Family and Children Services
03.2017 - 08.2023
- Determined eligibility for Medicaid and food assistance by reviewing applications and supporting documents.
- Processed and maintained sensitive client data in state-managed systems with strict compliance to federal guidelines.
- Interpreted policies and applied complex regulations, ensuring correct case outcomes.
- Provided technical support for online application issues via phone and email, improving customer accessibility.
- Improved data integrity by reducing entry errors by 15%, increasing efficiency across the department.
Call Center Customer Service Specialist
Internal Revenue Service (IRS)
12.2014 - 03.2017
- Handled high-volume inbound calls regarding tax payments, refunds, and account discrepancies.
- Resolved complex taxpayer concerns through investigative research and identity verification.
- Delivered empathetic support while ensuring compliance with federal tax law.
- Assisted in training new hires on systems navigation and dispute resolution.
- Provided technical support for IRS online portals, enhancing user accessibility and reducing escalations.
Education
Human Resource Management Certificate -
University of Phoenix
05.2001 -
High School Diploma -
Eagles Landing High School
05-2011
Skills
- Support for auto, health, and financial claims
- Policy and benefits evaluation
- Conflict resolution skills
- HIPAA compliance
- Claims processing expertise
- Customer service expertise
- Call management
- Conflict resolution
- Effective listening
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
Human Resource Management Certificate -
University of Phoenix
05.2001 -
High School Diploma -
Eagles Landing High School