Dania Evans
ellicott city
Summary
Customer-focused Client Support Specialist experienced in inbound/outbound customer service, call center operations, and healthcare enrollment. Skilled in de-escalation, problem resolution, upselling, and meeting performance metrics, with a strong focus on customer satisfaction and loyalty. Proficient in HIPAA compliance, ACA guidelines, CRM systems, and multi-system navigation to support health coverage enrollment. Fast learner, effective communicator, and collaborative team player who thrives in fast-paced environments while maintaining accuracy and professionalism.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Healthcare Enrollment Specialist
Maximus
Remote
08.2025 - Current
- Manage healthcare enrollment cases for Maryland residents, ensuring accurate application processing and eligibility verification
- Provide guidance on Medicaid, QHPs, and SADPs while maintaining strict ACA and HIPAA compliance
- Utilize multiple systems including Salesforce, Panviva, HBX, MMIS, Microsoft Teams, and MLR to track and resolve cases
- Handle complex post-enrollment issues and discrepancies with a focus on accuracy and resolution
- Maintain detailed documentation and ensure data integrity across systems
- Work independently in a remote environment while managing high-volume workloads efficiently
Client Support Specialist
Authority Brands
Columbia, MD/Hybrid
08.2022 - 11.2024
- Managed remote customer support operations for residential clients, assisting with service inquiries, scheduling, and account updates
- Provided quotes for residential services and supported conversion of inquiries into scheduled appointments
- Scheduled appointments, managed calendars, and coordinated service availability for field teams
- Acted as a liaison between clients and service providers, ensuring clear communication and timely resolution of issues
- Utilized CRM systems and scheduling platforms to manage workflows and maintain accurate client records
- Performed follow-ups and maintained ongoing client communication to support retention and satisfaction
- Mentored new hires and supported onboarding processes to improve team efficiency and performance
Client Support Associate
Call Control LLC
Columbia, MD
06.2019 - 08.2022
- Served as a virtual liaison within the automotive industry, supporting communication between dealerships, repair shops, and clients
- Coordinated service requests and updates between multiple parties to ensure timely and accurate resolution
- Provided client support by resolving inquiries, documenting account activity, and ensuring accurate information processing
- Utilized internal systems and databases to manage cases and track outcomes
- Applied strong communication and problem-solving skills to resolve issues efficiently
- Maintained performance metrics while delivering high-quality service
- Built and maintained client relationships through professionalism and reliability
Education
Associate of Arts -
Howard Community College
Columbia, MD06-2016
High School Diploma -
Wilde Lake High School
Columbia, MD06-2014
Skills
- Client Support & Case Management
- CRM Systems (Salesforce, Genesys, HBX)
- Healthcare Enrollment (ACA, HIPAA Compliance)
- Scheduling & Coordination
- Data Entry & Documentation Accuracy
- Problem Resolution & Escalation Handling
Certification
- Maryland Health Connection (MHC) Consolidated Service Center (CSC) Permit
August 2025 to August 2027
Timeline
Healthcare Enrollment Specialist
Maximus
08.2025 - Current
Client Support Specialist
Authority Brands
08.2022 - 11.2024
Client Support Associate
Call Control LLC
06.2019 - 08.2022
Associate of Arts -
Howard Community College
High School Diploma -
Wilde Lake High School