Justin Kum
Customer Service Representative
Little Canada
Summary
Experienced Call Center Professional: Over 10 years of experience in high-volume call center environments, consistently handling up to 150 calls per day while maintaining exceptional customer service standards. Workforce Management Expertise: 2 years of dedicated experience in workforce tasks and employee relations, demonstrating strong skills in scheduling, performance monitoring, and conflict resolution. Data Entry Proficiency: Proven ability in data entry with a keen attention to detail, ensuring accurate and timely documentation of customer interactions and internal processes. Strong Communication Skills: Excellent verbal and written communication abilities, enabling effective collaboration with team members and fostering positive relationships with customers. A collaborative team player: results-oriented and dedicated professional with a proven ability To thrive in dynamic Environments and excels in communication, demonstrating exceptional verbal and written skills to effectively address customer inquiries and resolve concerns across multiple channels. Comes with a customer- focused approach and committed to delivering outstanding service, exceeding expectations, and fostering positive relationships. Technical Proficiency: Possess advanced technical proficiency in providing computer support, troubleshooting systems, and utilizing a diverse range of software packages and operating systems.
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Knowledgeable call center rep with solid background in customer service and problem resolution. Proven ability to handle high call volumes efficiently while maintaining friendly demeanor. Demonstrated expertise in effective communication and conflict resolution.
Overview
13
13
years of professional experience
1
1
Language
Work History
Caremark Call Center Representative II
CVS Health
11.2025
- Handled high-volume inbound calls from members, providers, and pharmacies regarding prescription benefits, claims, eligibility, prior authorizations, and coverage details
- Resolved complex customer issues efficiently while maintaining a calm, professional, and empathetic tone
- Accurately documented call details, actions taken, and resolutions in multiple systems in compliance with HIPAA and company policies
- Educated members on plan benefits, formulary coverage, copays, deductibles, and mail-order pharmacy options
- Processed benefit inquiries, claim adjustments, and service requests with a strong focus on first-call resolution
- Navigated multiple applications simultaneously while meeting productivity, quality, and compliance metrics
- Escalated unresolved or sensitive issues appropriately while ensuring timely follow-up and resolution
- Adhered to all CVS Health policies, procedures, and performance standards in a fully remote environment
- Demonstrated reliability, accountability, and professionalism while working independently from home
Claims Processor - Resource Field Team
Allstate Insurance Company
08.2024 - 02.2025
- Evaluate incoming claims for accuracy and completeness.
- Reschedule incoming claims based on company policy
- Ensure claims adhere to company policies and relevant regulations.
- Reassign claims to the adjuster or to the workgroup on the claims per insured or contractor request.
- Raising supplement on claims base on insurer or contractor request
- Liaise with policyholders, providers, and internal departments to gather necessary information.
- Conduct thorough investigations of claims, including gathering evidence and documentation.
- Make informed decisions on claims, including approvals, denials, or requests for additional information.
- Ensure timely resolution of claims to enhance customer satisfaction.
Call Center Agent - Electricity Billing
COMED EXELON
03.2024 - 07.2024
- Provided exceptional customer service for COMED EXELON/PS2G clients regarding budget Billing inquiries for Electricity services.
- Addressed customer concerns and resolved issues promptly, ensuring high levels of customer Satisfaction.
- Processed billing adjustments, account updates, and payment arrangements accurately and Efficiently.
- Assisted customers with navigating online billing platforms and resolved technical issues Related to billing systems.
- Maintained detailed records of customer interactions, transactions, and inquiries in compliance With company Policies.
- Collaborated with cross-functional teams to optimize customer care processes and improve Service delivery.
Call center Representative
Nthrive Healthcare Facility
07.2022 - 12.2023
- Handled inbound and outbound calls: Answering customer inquiries, addressing concerns, and Providing information About products or services.
- Resolving customer complaints: Listening to customers' issues, troubleshooting problems, and Finding solutions to ensure customer satisfaction.
- Processing orders and managing customer accounts: Assisting with product orders, cancellations, refunds, and account updates.
- Providing product or service information: Educating customers about features, pricing, promotions, and any other relevant details.
- Offering technical support: Assisting customers with troubleshooting technical issues, guiding them through problem-solving steps, and escalating complex technical problems when needed.
- Following communication scripts and call center policies: Adhering to company guidelines, Maintaining professionalism, and ensuring quality customer interactions.
- Documenting customer interactions: Recording details of conversations, inquiries, complaints, or comments to maintain accurate customer records.
- Up-selling or cross-selling: Identifying opportunities to recommend additional products or services that align with the customer's needs.
- Collaborating with team members: Working together with colleagues to share insights, best practices, and resources to improve overall team performance.
- Meeting performance metrics: Achieving call handling quotas, call resolution targets, customer satisfaction goals, and other performance metrics set by the call center management.
- Leveraged extensive experience in reviewing claims submitted by policyholders, healthcare providers, or third-party administrators, demonstrating meticulous attention to detail and adherence to regulatory requirements and industry standards in claims processing.
- Utilized advanced analytical skills to verify patient information, policy details, and medical records, ensuring accuracy and completeness in determining eligibility and coverage for services rendered, thereby minimizing claim discrepancies and maximizing revenue integrity.
- Demonstrated proficiency in analyzing claim documentation, including diagnosis codes, procedure codes, and supporting documentation, to assess claim validity and compliance with insurance policies and contractual agreements, facilitating timely and accurate claims adjudication.
- Employed effective communication and problem-solving skills in investigating claim discrepancies, errors, or inconsistencies, proactively resolving issues through collaboration with policyholders, providers, and other relevant parties, thereby enhancing claim processing efficiency and customer satisfaction.
- Documented claim review findings, actions taken, and resolutions in claims management systems or databases, maintaining comprehensive and accurate records to support audit compliance and ensure accountability.
- Collaborate cross-functionally with internal departments, including customer service, billing, and underwriting, to facilitate seamless claims processing and resolution, fostering effective communication channels and streamlining work-flow processes.
Workforce Sr Analyst/Customer Service Representative
Working Solutions
01.2020 - 07.2022
- Demonstrated senior-level expertise in monitoring and delivering real-time call volume of inbound and outbound call traffic, utilizing advanced analytical skills to forecast call volumes, schedule.
- Partnered closely with operational leadership to ensure acceptable service levels, abandon rates, and active rates across multiple departments, including Connection Center Team, Customer Assistance Center, GM Rewards, and Member Services, fostering strong collaborative relationships and effective communication channels.
- Employed a proactive approach to identify and address system or telephone problems identified by team members, documenting issues and providing follow-up to ensure timely resolution, thereby minimizing disruptions and maximizing productivity.
- Conducted comprehensive analysis of past call volume, interval arrival patterns, and staffing patterns to develop monthly and long-range forecasts, recommending staffing adjustments and resource allocation strategies to meet service goals and optimize workforce efficiency.
- Generated and distributed daily, weekly, monthly, and ad hoc reports to management, providing valuable insights and performance metrics to inform decision-making and drive continuous improvement initiatives.
- Played a pivotal role in monitoring break and lunch schedules, tardiness, and early departures due to sickness or family emergency, ensuring proper staffing levels and adherence to operational protocols, while also evaluating opportunities for down-staffing or overtime to optimize resource utilization.
- Acted as a senior-level resource for operational leadership and client management, escalating larger system or telephone problems and aided with work schedule revisions, time-off requests, and ad hoc reporting requests, demonstrating reliability, professionalism, and strong problem-solving abilities.
- Proactively monitored and reported on trends for key performance indicators (KPIs), such as Occupancy, Service Level, Average Handling Time (AHT), and Absenteeism, identifying areas for improvement and implementing targeted strategies to enhance performance and productivity.
Customer Service Representative
Chick-fil-A
01.2018 - 12.2020
- Communicated effectively with supervisors and fellow employees to ensure accuracy in processing food orders and generating reports, consistently meeting high-quality standards in customer service delivery.
- Seamless communication via inbound and outbound calls with flight attendants and Airport Tower personnel to guarantee the precise delivery of items tailored to each flight's specifications, demonstrating strong attention to detail and coordination skills in a fast-paced airport environment.
- Took initiative in food and meal preparation, including meal kits, ensuring adherence to strict safety and quality standards, and consistently exceeding customer expectations.
- Held a DFW SIDA badge, demonstrating compliance with airport security regulations and the ability to pass customs procedures, showcasing trustworthiness and reliability in sensitive operational environments.
- Possessed a Class B CDL license, enabling safe and efficient transportation of goods and materials, exemplifying professionalism and proficiency in logistical operations.
- Thrived in a high-pressure environment, consistently meeting tight deadlines and effectively collaborating with flight staff to ensure smooth and efficient service delivery, even under challenging circumstances.
Customer Support Specialist
Southwest Airlines
12.2015 - 04.2018
- Handling inbound and outbound calls: Answered customer inquiries, addressing concerns, and providing information about products or services.
- Handled international flights for clients, leveraged comprehensive knowledge of airline routes, schedules, and pricing options to optimize travel arrangements.
- Exhibited strong organizational skills and coordination abilities in seamlessly coordinating travel itineraries for clients, including booking accommodations, arranging transportation, and providing recommendations for activities and attractions, resulting in seamless and enjoyable travel experiences.
- Provided expert guidance and advice to clients on visa requirements, travel insurance options, and other travel related matters, demonstrating in-depth knowledge of international travel regulations and best practices.
- Maintained meticulous records of clients' travel details and preferences, leveraging advanced database management skills to ensure accuracy and accessibility of information facilitating streamlined and efficient service delivery.
- Handled client complaints and issues with professionalism and efficiency, utilizing strong problem-solving skills and effective communication techniques to address concerns and resolve issues to the satisfaction of clients, thereby fostering positive client relationships and loyalty.
Data Entry Clerk
Rite Aid Pharmacy
05.2012 - 11.2015
- Demonstrated exceptional multitasking abilities and attention to detail by efficiently managing assigned pharmacy workstations and tasks, ensuring prompt, safe, and accurate filling of patient prescriptions while providing essential support to team members.
- Utilized strong customer service skills and professionalism in greeting and assisting customers, responding to inquiries, and providing information on medications and potential side effects, fostering positive patient experiences and satisfaction.
- Exercised proficiency in data entry and accuracy in processing and filling prescriptions, meticulously inputting and verifying prescription information to ensure compliance with regulatory requirements and patient safety standards.
- Leveraged excellent communication skills in answering phone calls, responding to emails and directing inquiries to the appropriate staff members, maintaining effective communication channels and facilitating timely resolution of patient concerns.
- Demonstrated reliability and integrity in operating the cash register, processing payments, and handling cash transactions accurately and securely, ensuring compliance with financial protocols and maintaining accountability.
- Collaborated effectively with pharmacists and team members, assisting with various tasks as needed, demonstrating flexibility and teamwork to support the efficient operation of the pharmacy.
- Maintained a clean, organized work environment, including stocking shelves, monitoring inventory levels, and filing papers/prescriptions, contributing to a safe and efficient workflow and enhancing the overall customer experience.
Education
Bachelor’s degree - Information Technology (Telecommunication)
University of Minnesota/ Carlson school of management
06.2016
Skills
5 Years of Customer Service roles, developing a deep understanding of customer needs, preferences, and expectations Extensive experience in handling inbound and outbound calls, as well as interactions via email, online chat, and social media and equipped with the expertise to effectively resolve customer inquiries and concerns across various channels
Technical Proficiency: Adept at providing computer support and troubleshooting technical issues, possessing in depth knowledge of numerous software packages and operating systems Possess technical skills to assist customers with a wide range of technical problems and provide efficient solutions to enhance overall experience
Exceptional Communication Skills: Strong communication skills, both verbal and written, which allows to effectively convey information, listen to customer needs, and provide clear and concise assistance Ability to communicate with them pathetically and professionally contributes to positive customer interactions and fosters trust and rapport
Customer-Focused Approach: Deeply committed to delivering exceptional customer service and strives to exceed customer expectations in every interaction Customer- focused approach drives to go above and beyond to address customer needs, resolve issues promptly, and ensure customer satisfaction
Team Player: Works well in team environments and collaborate effectively with colleagues to achieve common goals Adaptable, flexible, and willing to support team members to ensure collective success Collaborative spirit and a positive attitude contributes to a positive work culture and fosters a sense of camaraderie within the team
Results-Oriented: Results-oriented and focused on achieving key performance metrics and targets Track record of success in meeting and exceeding performance goals, such as call resolution times and customer satisfaction scores, Demonstrates the commitment to driving positive outcomes for both customers and the Organization
Continuous Learner: Dedicated to continuous learning and professional development, Possess skills and knowledge In customer service best practices, industry trends, and emerging technologies Eagerness to Learn and adapt to new Challenges positions as a valuable asset who can contribute to the ongoing success of your Organization
Proficient in using various travel booking platforms such as Sabre, Amadeus, and Travel port
Strong communication skills, both verbal and written, with an ability to interact effectively with Clients and Colleagues
Customer service
Call control
Customer relationship management
Complaint resolution
Data entry
Quality assurance
Product upselling
Payment processing
Answering questions
Verbal and written communication
Interpersonal skills
Resolving issues
Product knowledge
Gathering information
Call center operations
Performance improvement
Documentation and reporting
Sales expertise
Timeline
Caremark Call Center Representative II
CVS Health
11.2025
Claims Processor - Resource Field Team
Allstate Insurance Company
08.2024 - 02.2025
Call Center Agent - Electricity Billing
COMED EXELON
03.2024 - 07.2024
Call center Representative
Nthrive Healthcare Facility
07.2022 - 12.2023
Workforce Sr Analyst/Customer Service Representative
Working Solutions
01.2020 - 07.2022
Customer Service Representative
Chick-fil-A
01.2018 - 12.2020
Customer Support Specialist
Southwest Airlines
12.2015 - 04.2018
Data Entry Clerk
Rite Aid Pharmacy
05.2012 - 11.2015
Bachelor’s degree - Information Technology (Telecommunication)
University of Minnesota/ Carlson school of management