Diya’ Hoskins
Greensboro
Summary
Dedicated and results-driven professional with 6+ years of experience in customer service, healthcare support, financial services, and fraud prevention. Recognized for delivering exceptional service, resolving complex issues, and maintaining high client satisfaction. Proven ability to manage multiple priorities in fast-paced environments while upholding confidentiality, compliance, and operational efficiency.
Overview
9
9
years of professional experience
Work History
Advocate4Me Specialist
UnitedHealthcare
Greensboro
05.2023 - Current
- Provide high-touch service to members by guiding them through healthcare plan options and claim resolutions.
- Manage escalated inquiries with professionalism, empathy, and efficiency.
- Collaborate cross-functionally to streamline claims processing and ensure accurate information delivery.
- Support patient education and plan compliance, resulting in improved member satisfaction.
Client Contact Center Servicing Specialist
Truist
Greensboro
10.2021 - 05.2023
- Responded to high-volume client calls addressing banking products, account issues, and digital services.
- Ensured policy compliance and secure handling of client data in line with financial regulations.
- Utilized CRM tools to document and track unresolved inquiries, improving resolution rates and customer retention.
- Provided tier-2 level support across consumer, small business, and private wealth segments.
Customer Service Specialist I
TRUIST
Greensboro
03.2021 - 10.2021
- Delivered prompt, accurate client assistance while identifying and resolving service-related concerns.
- Performed account verification, fraud detection, and secure data handling procedures.
- Enhanced customer experience by identifying tailored banking solutions and ensuring timely problem resolution.
Collections Representative
PRA GROUP
Burlington
12.2018 - 10.2021
- Negotiated repayment plans for delinquent accounts, consistently achieving monthly collection targets.
- Verified financial data and educated clients on available repayment options.
- Played a key role in reducing outstanding debt through effective communication and problem-solving.
Customer Service Representative
Conduit Global
McLeansville
04.2017 - 12.2018
- Supported Verizon customers with billing inquiries, plan upgrades, and service adjustments.
- Maintained high customer satisfaction scores through efficient, courteous service delivery.
- Processed payments and account changes with speed and accuracy in a call center environment.
Cashier/ Customer Service
Walmart
Burlington
12.2016 - 04.2017
- Delivered frontline customer assistance, processed transactions, and resolved in-store concerns.
- Assisted with inventory restocking and ensured an organized, customer-friendly environment.
12.2016 - 04.2017
- Greet all customers processing orders online and in-store restocking shelves and helping customers find specific items
- Ringing out customers
- Processing refunds.
Education
High School Diploma -
Greensboro Middle College
05.2015
Skills
Client Relationship Management
Health Insurance & Claims Support
Call Center Operations
Fraud Prevention & Risk Mitigation
Payment Collection & Recovery
Conflict Resolution
HIPAA & Financial Compliance
Data Analysis & Reporting
Multichannel Communication (Phone, Email, Chat)
Career Objective
Client Contact Center Servicing Specialist, Truist, Greensboro, NC
Contact - Summary
Customer service specialist with over 3 years of experience in telecommunications, consumer care, fraudulent activity accounting. Familiar with major customer service software, conflict resolution, and possess a positive attitude. Aiming to use my proven skills to effectively fill the managerial role in your company.
Timeline
Advocate4Me Specialist
UnitedHealthcare
05.2023 - Current
Client Contact Center Servicing Specialist
Truist
10.2021 - 05.2023
Customer Service Specialist I
TRUIST
03.2021 - 10.2021
Collections Representative
PRA GROUP
12.2018 - 10.2021
Customer Service Representative
Conduit Global
04.2017 - 12.2018
Cashier/ Customer Service
Walmart
12.2016 - 04.2017
12.2016 - 04.2017
High School Diploma -
Greensboro Middle College