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
2023.05 - 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
2021.10 - 2023.05
- 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
2021.03 - 2021.10
- 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
2018.12 - 2021.10
- 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
2017.04 - 2018.12
- 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
2016.12 - 2017.04
- Delivered frontline customer assistance, processed transactions, and resolved in-store concerns.
- Assisted with inventory restocking and ensured an organized, customer-friendly environment.
2016.12 - 2017.04
- 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
2023.05 - Current
Client Contact Center Servicing Specialist
Truist
2021.10 - 2023.05
Customer Service Specialist I
TRUIST
2021.03 - 2021.10
Collections Representative
PRA GROUP
2018.12 - 2021.10
Customer Service Representative
Conduit Global
2017.04 - 2018.12
Cashier/ Customer Service
Walmart
2016.12 - 2017.04
2016.12 - 2017.04
High School Diploma -
Greensboro Middle College