Sean Nyatanga
Orange
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
TriWest Healthcare Alliance
10.2024 - Current
- Expertly assisted active-duty service members, veterans, and their families by providing clear, compassionate communication and tailored healthcare solutions.
- Streamlined the enrollment process for veterans, their families, and healthcare providers, ensuring accurate data entry and adherence to healthcare regulations.
- Managed a high-volume workload, handling 200+ calls daily while maintaining professionalism and delivering excellent customer service.
- Utilized Salesforce and Electronic Health Systems (EHS) to manage customer information, process enrollments, and track payment transactions with precision.
- Processed payments efficiently, maintaining a high level of accuracy and confidentiality in handling financial transactions.
- Demonstrated superior conflict resolution skills, maintaining a 95% first-call resolution rate for inquiries related to VA healthcare benefits.
- Collaborated with cross-functional teams to address urgent health concerns, expediting service delivery for critical cases.
- Recognized for empathy and precision, supporting thousands of military personnel and their families in accessing Tricare and VA benefits.
Case manager
TEKsystems
07.2023 - 07.2024
- Reviewed and evaluated internal control systems, financial records, and accounting systems to ensure accuracy of information
- Drafted reports summarizing audit results while highlighting any irregularities or inconsistencies found during the process
- Analyzed tax returns to identify areas of irregularities for clients
- Maintained accurate records of customer interactions using CRM software tools, such as Salesforce and Zendesk
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues
- Monitored customer accounts for unusual behavior or irregularities that may indicate fraudulent activity
- Utilized specialized software tools to detect anomalous patterns in customer data which could indicate fraudulent activity
Healthcare Representative
Masimo
05.2021 - 05.2023
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services
- Assisted in checking patient's insurance eligibility prior to their appointment
- Managed incoming calls from patients and other healthcare facilities to provide information or schedule services
- Maintained client confidentiality according to HIPAA regulations at all times
- Updated patient files in accordance with company policy and procedure guidelines
- Processed paperwork related to medical claims processing including authorizations, referrals, pre-certifications
- Managed customer inquiries through telephone, email and social media interfaces
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor
IT Help Desk Support
Rancho Santiago Community College District
07.2019 - 03.2021
- Assisted staff with product selection, ordering, billing, returns, exchanges and technical support
- Performed administrative tasks such as filing paperwork, updating databases and generating reports
- Installed and configured hardware, software, systems, networks, printers, and scanners
- Maintained user accounts in Active Directory and Exchange Server environments
- Created documentation for common IT tasks such as troubleshooting steps for various types of problems
- Provided technical assistance and troubleshooting for customers with hardware, software, and network issues
- Assisted in the installation of new hardware, software, and operating systems
- Diagnosed system errors using event viewer logs and other diagnostic tools
Education
associates in Science - Information technology
Santiago canyon college
Orange, California09.2021
High School - Engineering
El Modena High School
Orange, California06.2019
Skills
- Computer literacy
- Customer service
- Salesforce
- Zendesk
- SharePoint
- Power BI
- HubSpot
- Microsoft Office
- Jira
Timeline
Customer Service Representative
TriWest Healthcare Alliance
10.2024 - Current
Case manager
TEKsystems
07.2023 - 07.2024
Healthcare Representative
Masimo
05.2021 - 05.2023
IT Help Desk Support
Rancho Santiago Community College District
07.2019 - 03.2021
associates in Science - Information technology
Santiago canyon college
High School - Engineering
El Modena High School
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