Customer Service Representative

FATUMA SALIM

**** ********* ***** • Orlando, FL *2825 • 407-***-****

**********@*****.***

Professional Summary

Patient and empathetic customer service representative with an extensive background in conflict resolution and customer care, who can work alone or with a team in a fast-paced call center/remote environment. I am looking to secure position where I can build upon my current knowledge base, continue to provide exemplary customer care, and hone my leadership skills.

Work History

2019- Still employed

Customer Service Representative

Sharecare Health Data Services – Winter Park, FL

Answering inbound calls and emails from providers, members, law offices, and government agencies regarding medical record retrieval and release inquiries. Took invoice payments for billable record requests, and routing clients to the appropriate party for satisfactory resolutions. Gathered information with data entry CRM systems, troubleshooting problems with the highest level of professionalism and courtesy while using soft phone system. Assisted as a shadow lead in training new CSR staff using the standard screens, scrips and procedures when taking calls and answering emails all done remotely. 2016 – 2019

Customer Service Representative

Charter Communications – DeLand, FL

Provided technical support for Spectrum Video subscribers in an inbound call center environment. Assisted with troubleshooting and repair of video service issues, upgrading existing products and services, and general billing information, using CRM, CSG, and Gateway billing platforms. 2014 – 2016

Customer Service Representative

Convergys – Lake Mary, FL

Assisted service inquiries from Charter Spectrum customers. Successfully managed inbound calls regarding the troubleshooting and repair of service issues as well as billing concerns. Assisted with the development, testing, and implementation of new streamlined troubleshooting flows in Gateway billing system to improve agent efficiency and reduce overall handle times.

Education

Diploma, 2004

William Henry Shaw High School – Columbus GA

Received certifications in Office Support and Medical Office Support (Still enrolled for Associate degree) Valencia Community College – Orlando, FL