Ebony Haywood
RALEIGH
Summary
Customer service and healthcare support professional with 4+ years of experience resolving complex customer issues in fast-paced, remote and customer-facing environments. Skilled in handling high-volume phone calls, researching customer accounts, navigating multiple software systems simultaneously, and delivering accurate, empathetic solutions through phone, email, and chat. Recognized for strong critical thinking, problem-solving, adaptability, and the ability to build positive customer relationships while consistently meeting quality and performance expectations.
Overview
6
6
years of professional experience
Work History
Benefits Specialist
Conduent
Remote
06.2025 - Current
- Assist Medicare and Medicaid members by phone, researching complex benefit, eligibility, billing, and claims inquiries.
- Navigate multiple software applications simultaneously to provide timely and accurate resolutions.
- De-escalate challenging customer situations using empathy, active listening, and solution-focused communication.
- Document customer interactions thoroughly while maintaining quality assurance standards.
- Collaborate with internal departments to resolve customer concerns efficiently.
- Maintain productivity and customer satisfaction metrics in a high-volume remote call center.
- Educate customers on available benefits and services while ensuring a positive customer experience.
Office Manager
Global Business Solutions
Remote
06.2023 - 12.2024
- Managed customer documentation, insurance verification, and claims processing.
- Researched customer accounts and resolved discrepancies with accuracy.
- Coordinated communication between clients and internal departments to ensure timely issue resolution.
- Utilized Microsoft Office and multiple business systems to maintain organized records.
- Prioritized competing responsibilities while meeting strict deadlines.
- Delivered professional customer support through phone and email communication.
Residence Relations Advisor
University of North Carolina at Greensboro
Greensboro, NC
02.2023 - 06.2023
- Assisted students and families with housing concerns and policy questions.
- Resolved customer concerns through active listening and problem-solving.
- Maintained a 98% customer satisfaction rating through exceptional service.
- Worked collaboratively with university departments to resolve housing issues.
- Handled confidential student information while maintaining professionalism
Assistant Manager
Family Dollar
Rocky Mount, NC
12.2020 - 12.2022
- Supervised daily store operations while delivering exceptional customer service.
- Resolved escalated customer complaints professionally and efficiently.
- Trained new employees on customer service expectations and company procedures.
- Managed multiple priorities in a fast-paced retail environment.
- Assisted customers with purchases, returns, and product inquiries.
Education
Bachelor of Science - Biology
University of North Carolina At Greensboro
Greensboro, NC05-2024
Skills
- Microsoft Office 365
- Outlook
- Word
- Excel
- PowerPoint
- Windows Operating Systems
- Data Entry
- CRM Software
- Claims Management Systems
- Benefits & Eligibility Systems
- Remote Collaboration Tools (Video Meetings, Chat Platforms)
Core Qualifications
- Customer Service Excellence
- Phone, Email & Live Chat Support
- Customer Account Research
- Conflict Resolution & De-escalation
- Critical Thinking & Problem Solving
- Multi-tasking in Fast-Paced Environments
- Office 365 (Outlook, Word, Excel, PowerPoint)
- Windows Operating Systems
- Data Entry & Documentation
- Insurance & Benefits Verification
- Claims Processing
- Team Collaboration
- Quality Assurance Compliance
- Time Management
- Remote Work Experience
- Adaptability & Continuous Learning
- Strong Written & Verbal Communication
Timeline
Benefits Specialist
Conduent
06.2025 - Current
Office Manager
Global Business Solutions
06.2023 - 12.2024
Residence Relations Advisor
University of North Carolina at Greensboro
02.2023 - 06.2023
Assistant Manager
Family Dollar
12.2020 - 12.2022
Bachelor of Science - Biology
University of North Carolina At Greensboro