CRAIG GREEN
Cornelius
Summary
Technical Support Advisor with over 7 years of experience delivering exceptional customer service and IT assistance across diverse industries. Adept at troubleshooting complex issues, managing escalations, mentoring team members, and enhancing process efficiency. Recognized for strong communication, analytical thinking, and a collaborative approach to problem-solving.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Claims Processing Specialist SME
Humana
Remote
01.2024 - 04.2026
- Medical Claims experience and / or knowledge of claims processes
- Proficiency in all Microsoft Office Programs, including Word, PowerPoint, and Excel
- Knowledge with CPT, ICD-10, and HCPCS coding
- Medical terminology
- Ability to manage multiple or competing priorities, work in a fast-paced environment and adapt quickly to change
- Aptitude for quickly learning and navigating new technology systems and applications
- Ability to think analytically
- Strong focus on accuracy and detail
- Handled escalated and complex calls, resolving high-level customer inquiries and technical issues with precision and empathy.
- Provided expert support to other agents as a subject matter expert (SME), answering policy and procedural questions to ensure accuracy and consistency.
- Troubleshot product and service issues, documenting all interactions accurately in CRM systems.
- Maintained deep knowledge of company products, services, and policies to deliver accurate information and solutions.
- Collaborated cross-functionally to improve processes, enhance customer satisfaction, and optimize team workflows.
- Met and exceeded performance goals, contributing to improved call resolution rates and customer satisfaction metrics.
Tier II Advisor
Apple
02.2020 - 09.2025
- Delivered advanced technical support across iOS, macOS, and PC systems via phone, chat, and email.
- Resolved complex customer issues, improving user satisfaction and first-call resolution metrics.
- Implemented process improvements that reduced operational costs and enhanced team productivity.
- Mentored junior advisors and contributed to internal knowledge-sharing initiatives.
- Adapted communication styles for diverse audiences, fostering a positive and efficient customer experience.
Front Desk Agent
Village Inn & Suites
New Haven, CT
06.2022 - 01.2024
- Delivered exceptional guest service through personalized check-ins and proactive issue resolution.
- Managed reservations and billing systems with accuracy and professionalism.
- Collaborated with management to improve front desk processes and elevate guest satisfaction.
Assistant Manager of Operations
Assurant
Remote
05.2013 - 08.2017
- Streamlined operational processes to enhance efficiency and reduce turnaround times.
- Led cross-functional teams to implement system improvements and drive productivity enhancements.
- Developed training programs for new staff, fostering skill development and ensuring consistency in operations.
- Analyzed workflow data to identify bottlenecks and recommend actionable solutions for process optimization.
- Coordinated daily operations to ensure efficiency and adherence to safety protocols.
- Mentored junior staff on best practices and operational standards.
Education
Certificate - Pharmacy Technology
Gateway Community College
New Haven, CT01.2017
Skills
- Technical Troubleshooting
- Customer Advocacy
- Escalation Management
- Process Improvement
- CRM Systems
- Team Leadership
- Problem Solving
- Time Management
- Knowledge Base Optimization
- Multi-Channel Support
Certification
- Pharmacy License - 2017-2025
- Pharmacy Training - 2017-2025
Timeline
Claims Processing Specialist SME
Humana
01.2024 - 04.2026
Front Desk Agent
Village Inn & Suites
06.2022 - 01.2024
Tier II Advisor
Apple
02.2020 - 09.2025
Assistant Manager of Operations
Assurant
05.2013 - 08.2017
Certificate - Pharmacy Technology
Gateway Community College
ADDITIONAL EXPERIENCE
- Pharmacy Technician — Walgreens / Cornell Scott Hill Health Center | 2017 – 2024
- Travel Consultant — World Travel Holdings, Remote | 2018 – 2022
- Supported pharmacy operations, inventory management, and patient communication with precision and compliance.
- Crafted personalized travel experiences and optimized itineraries, enhancing client satisfaction and retention.