Customer Service Support Specialist
Resume:
SUMMARY
SKILLS
EXPERIENCE
OSHEIA
TUCKER WWW: Bold Profile
************@*****.***
Mobile, AL 36618
hello my name is osheia tucker i am looking for any job opportunity i can get, i love to learn new things ive never had experience in before. Focused Consumer Support Specialist with background in resolving customer issues efficiently and providing solutions that retain customer loyalty. Possess strong communication skills, adept at training team members to enhance overall productivity. Notable for improving customer satisfaction ratings in previous roles through proactive problem solving and relationship management. Resourceful Consumer Support Specialist known for high productivity and efficient task completion. Possess specialized skills in customer relationship management, problem-solving, and conflict resolution. Excel in communication, empathy, and adaptability to meet diverse customer needs. Ready to leverage abilities to enhance customer satisfaction and support team objectives. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers. Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
• Customer Service
• Payment Processing
• Call Control
• Account Updating
• Customer service
• Problem solving
• Website navigation
• CRM software
• Customer research
• Billing and payments
• Consumer research
• Process improvement
• Teamwork and collaboration
• Team collaboration
• CRM software expertise
• Payment processing
• Customer focus
• Time management abilities
• Teamwork
• Call documentation
• Customer needs assessments
• Data entry
• Credit card payment processing
• Call center experience
• Problem-solving aptitude
CONSUMER SUPPORT SPECIALIST 03/2025 to Current
TagMed Staffing - Mobile, AL
Tracked daily performance metrics related to calls handled, average handle time, first contact resolution rate.
•
Researched required information using available resources including internal databases and the internet.
•
Provided feedback on common customer service issues encountered in order to improve processes or products.
•
Assisted customers with product information, order status updates and account management queries.
•
• Developed relationships with clients through friendly conversations and helpful advice.
Ensured compliance with all applicable rules, regulations and procedures related to consumer protection laws.
•
Maintained accurate records of customer interactions using Customer Relationship Management software.
•
Responded promptly to customer inquiries utilizing various communication channels such as email, telephone, or live chat support.
•
Identified training needs for team members based on analysis of individual performance reviews.
•
Adhered strictly to company policies when dealing with sensitive customer data or confidential information.
•
Investigated escalated cases and provided solutions to difficult customer service issues.
•
Verified customer identity for security reasons prior to providing any assistance or services.
•
• Provided customer support to consumers via phone, email and chat. Conducted follow-up calls with customers after resolution of their issue was achieved in order to ensure satisfaction levels were met.
•
Evaluated marketing material to align with consumer needs, increase sales and expand key client base.
•
Proactively recommended changes based on consumer needs and market trends to grow company.
•
Assisted customers with price checks, lifting heavy items and addressing other inquiries.
•
Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
•
Identified consumer needs, clarified information and researched issues to provide alternative solutions.
•
Collaborated with sales team members to stay current on inventory levels and resolve item issues.
•
• Adjusted bills and refunded money to resolve customers' service or billing complaints. Prevented key account losses by researching discrepancies and correcting problems.
•
CARE COORDINATOR II 08/2024 to 12/2025
TEKsystems - Mobile, AL
Actively participated in staff meetings discussing best practices in patient care coordination.
•
Participated in clinical reviews and audits as required by funding sources or regulatory agencies.
•
• Monitored and evaluated patient progress, adjusting treatment plans as needed.
• Provided crisis intervention services when needed.
• Developed individualized service plans based on assessment findings. Attended meetings with families and other members of the interdisciplinary team to discuss patient progress and plan for future interventions.
•
Maintained accurate client records in accordance with agency policies and procedures.
•
• Scheduled appointments for clients with appropriate medical specialists.
• Provided case management services to ensure the delivery of quality care.
• Ensured compliance with state regulations related to healthcare service provision. Collaborated with interdisciplinary teams to provide comprehensive patient- centered care.
•
• Supported clients during hospital admissions and discharges. Collaborated with physicians, social workers, and other healthcare providers to provide comprehensive care for patients.
•
Maintained communication between the family and caregiver and other involved parties regarding the patient's condition.
•
Coordinated with other health professionals to develop individualized plans of care for patients.
•
• Responded promptly to inquiries from patients regarding their care plans.
• Conducted initial assessments and evaluations of patient's needs.
• Provided emotional support to patients dealing with difficult health issues.
• Assisted in the development of discharge plans for clients transitioning out of care programs.
• Assessed safety risks associated with living environments or activities of daily living. Investigated and reported issues relating to patient care and conditions which might hinder patient well-being.
•
Communicated with patients with compassion while keeping medical information private.
•
Collaborated with multi-disciplinary staff to improve overall patient care and response times.
•
FEMA CORPS MEMBER 11/2024 to 03/2025
Insight Global - Mobile, AL
Provided support to local, state and federal agencies in responding to natural disasters.
•
• Conducted damage assessments in impacted areas following a natural disaster. Facilitated community outreach activities to increase public awareness of disaster risks and mitigation strategies.
•
Developed training materials on best practices for effective disaster response operations.
•
Coordinated logistics related to transportation, housing, food distribution and other emergency services.
•
• Organized and supervised volunteer teams during disaster response operations. Collected data from field surveys to help inform decision-making processes at all levels of government.
•
Assisted with the development of disaster preparedness plans for vulnerable communities.
•
Monitored media outlets for information about potential disasters or events that could affect the region.
•
Created reports outlining findings from damage assessments, community outreach efforts and other relevant initiatives.
•
Referred clients to substance abuse treatment programs and outpatient dual diagnosis treatment programs.
•
• Prepared petitions, complaints and subpoenas for abuse cases presented in court. Empowered patients and families to negotiate with resource providers and make decisions on own behalf.
•
Provided assertive community-based rehabilitation and case management services to high-risk mentally ill patients.
•
PHARMACY BENEFIT MANAGER 06/2023 to 03/2024
Continuum Solutions - Mobile, AL
Audited invoices from vendors providing services related to pharmacy benefits management activities.
•
Developed, implemented and monitored pharmacy benefit plans to ensure cost-effectiveness and quality of care.
•
Coordinated communications between participating pharmacies, insurers, employers and members regarding plan design changes or updates.
•
Managed the coordination of prescription drug services between healthcare providers, pharmacies, and insurance companies.
•
Conducted regular reviews of pharmacy benefits programs to ensure compliance with applicable laws and regulations.
•
Created reports that identified areas where improvements could be made in order to reduce costs while maintaining quality of care standards.
•
Provided guidance and support to other departments regarding pharmacy benefit issues.
•
Collaborated with internal staff members across multiple departments in order to ensure accurate processing of claim forms.
•
Analyzed utilization data to identify trends in drug spending, identifying opportunities for savings and improved quality of care.
•
Provided training sessions on topics related to prescription drug coverage options available through various health plans.
•
Assisted in the development of policies and procedures relating to pharmacy benefits management operations.
•
Developed educational materials about the use of prescription drugs for both providers and patients.
•
Reviewed claims data for accuracy prior to submission for payment by third party payers.
•
Participated in industry conferences related to pharmacy benefit management topics such as formulary design, managed care strategies and regulatory compliance.
•
Advised clients on strategies for controlling their prescription drug costs while maintaining a high level of service delivery.
•
Researched complex medical claims issues as needed to resolve discrepancies between payers and providers.
•
Monitored medication pricing trends in order to determine appropriate reimbursement rates.
•
Evaluated requests for new drugs or changes to existing formularies based on clinical efficacy, safety, cost-effectiveness, and patient access needs.
•
Negotiated contracts with pharmaceutical manufacturers to secure discounts on medications.
•
Worked with insurance companies to process claims, resolve problems and obtain payments.
•
• Participated in multiple salary surveys to ensure alignment with market trends. Created and administered corporate incentive, deferred compensation, employee stock purchase and credit card plans.
•
Reduced health care costs by supporting insurance programs that offered low annual rates.
•
Completed yearly evaluations of providers to check service options and coverage plans against competitors.
•
• Analyzed employment-related data and prepared reports. Administered employee insurance, pension and savings plans, working with insurance brokers and plan carriers.
•
Conducted scheduled audits of benefit plans and SLAs in order to identify areas in need of improvement.
•
• Conducted randomized feedback surveys.
Developed recommendations for improvement of organization's personnel policies and practices.
•
Evaluated competitor, legislative and collective bargaining trends to make effective decisions about benefits and compensation structuring.
•
• Created personnel forecasts to project employment needs.
• Delegated work to staff, setting priorities and goals. Oversaw merit, sales commission and bonus programs with monthly, quarterly and annual payouts.
•
Maintained relationships with vendors providing services related to pharmacy benefits management activities.
•
CALL CENTER REPRESENTATIVE 04/2023 to 01/2024
Alorica - Mobile, AL
Stayed current on relevant product and service offerings as well as competitor pricing models.
•
Developed effective working relationships with team members across multiple departments.
•
Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
•
Attended regular training sessions on updates and changes within the industry or organization.
•
• Resolved customer complaints in a timely manner to ensure customer satisfaction.
• Processed orders, forms, applications, and requests accurately and efficiently. Assisted customers with navigating the company's website to locate desired information or items for purchase.
•
Maintained records of customer interactions, transactions, comments, and complaints.
•
Maintained detailed records of customer interactions and transactions for future reference.
•
Provided accurate information regarding products and services while upselling additional products when appropriate.
•
Maintained records of customer interactions, transactions, comments and complaints.
•
• Utilized knowledge base to answer inquiries from customers quickly and effectively.
• Performed outbound calling campaigns to promote new products or services. CALL CENTER REPRESENTATIVE 08/2022 to 03/2023
resultscx - Mobile, AL
Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
•
Provided accurate information regarding products and services while upselling additional products when appropriate.
•
• Resolved customer complaints in a timely manner to ensure customer satisfaction.
• Performed outbound calling campaigns to promote new products or services. Identified opportunities to improve policies and procedures related to customer service operations.
•
Analyzed data collected during each call in order to identify trends in customer feedback.
•
FREIGHT HANDLER 09/2021 to 02/2022
walmart distribution - Irvington, AL
Loaded and unloaded freight from trucks using a forklift, pallet jacks, and hand trucks.
•
• Maintained accurate records of freight received and shipped out.
• Inspected shipments for damages or discrepancies prior to loading and unloading.
• Organized freight in warehouse according to size and weight requirements. Provided assistance in maintaining a safe working environment by adhering to safety protocols set by the company management team.
•
Ensured that all safety regulations were followed when handling hazardous materials or chemicals during loading and unloading operations.
•
Collaborated with other departments on projects related to freight handling activities.
•
Performed regular maintenance checks on warehouse equipment such as forklifts, pallet jacks, conveyors.
•
CNA/MEDICAL UNIT SECRETARY 01/2018 to 04/2021
springhill medical hospital - Mobile, AL
Collaborated with interdisciplinary team members to ensure quality patient care was delivered at all times.
•
Participated in educational programs designed to improve knowledge of health care practices.
•
• Monitored vital signs such as pulse rate, respiration rate, and blood pressure. Provided assistance with activities of daily living, including bathing, dressing and grooming.
•
• Assisted patients in ambulation and transfers using proper body mechanics. Utilized appropriate safety measures when handling hazardous materials or waste products.
•
Assisted in preparing meals according to prescribed diets while monitoring food consumption levels.
•
• Monitored food intake and output as directed by nursing staff. Observed patients for any physical or emotional changes, reported findings to medical staff immediately.
•
Assisted with range of motion exercises and other rehabilitative activities per physician orders.
•
• Transported residents within the facility as needed.
• Ensured compliance with HIPAA regulations regarding confidentiality of information.
• Administered medications under supervision of a licensed nurse.
• Reported changes in patient conditions to registered nurse or physician.
• Documented patient care services by charting in designated areas. Demonstrated excellent customer service skills when interacting with patients, families and guests.
•
Facilitated communication between patients, family members, and healthcare professionals.
•
Educated patients on self-care techniques that would help them maintain their independence.
•
Maintained a clean, safe environment for the patient by adhering to infection control policies and procedures.
•
• Documented activities and recorded information in EMR system.
• Supported non-ambulatory residents in range of motion exercises.
• Observed and reported unusual symptoms and changes to charge nurse. Assisted patients with shaving, bathing, and oral hygiene to promote healthy habits and overall wellness.
•
• Assisted residents in preparing for activities and social programs. Conducted routine checks on patient vitals, blood pressure, blood sugar, and heart rate.
•
Collected specimens, monitored vitals, and maximized patient comfort to maintain optimal environment.
•
• Answered signal lights, bells or intercom systems to determine resident needs.
• Maintained confidentiality of all patient information according to HIPAA guidelines. Attended regular meetings with department heads to discuss any changes in procedures or policies affecting unit operations.
•
• Managed multiple projects simultaneously while meeting deadlines consistently.
• Coordinated with other departments to ensure timely delivery of services to patients. Checked outpatients upon completion of their visit, collected co-payments if necessary and processed billing paperwork.
•
Collected discharge summaries from nurses or physicians before release of patients from the facility.
•
Responded to requests from internal staff regarding patient information in accordance with HIPAA regulations.
•
Assisted with admitting processes including completing forms, obtaining signatures and verifying insurance coverage.
•
Provided clerical support including filing, faxing, photocopying and data entry of patient information into electronic health record systems.
•
Processed physician orders ensuring accuracy of documentation prior to submission for approval.
•
• Organized laboratory specimens for pick-up by courier service. Assisted nursing staff with administrative tasks such as scheduling appointments, ordering supplies and preparing charts.
•
Maintained patient records, medical histories, test results and other pertinent information in the hospital's computer system.
•
• Prepared documents for signature by physicians or other authorized personnel.
• Compiled reports on daily activities for review by supervisor. Scheduled diagnostic tests and procedures for patients according to established protocols.
•
Performed basic bookkeeping duties such as tracking payments received from insurance companies or patients.
•
Answered telephone calls promptly and directed them to appropriate personnel or departments.
•
• Managed unit call reception and routed calls to correct department.
• Greeted visitors and patients in a courteous and friendly manner. Executed clerical tasks and assisted with unit duties to keep departments running smoothly.
•
• Retrieved physicians' paperwork, including lab test requests. Maintained strong and trusting rapport with patients and all healthcare staff to build relationships.
•
• Monitored unit supply levels and notified management of ordering needs. Answered phone calls to provide assistance, information, and medical personnel access.
•
• Provided patient information to facilitate timely admissions and discharges.
• Transcribed doctors' orders, including medication and lab test requests. Participated in quality improvement projects to enhance unit efficiency and patient satisfaction.
•
Coordinated meetings and conferences for medical staff, including logistics and materials preparation.
•
• Maintained a clean and organized front desk and reception area. EDUCATION AND
TRAINING
• Communicated with management to facilitate efficient unit operation. Conducted patient intake interviews to collect medical information and insurance details.
•
Entered patient information into hospital databases with attention to detail and accuracy.
•
CASHIER 02/2016 to 08/2018
Walmart - Mobile, AL
Greeted customers and answered any questions they had about the store's products and services.
•
• Verified that customers were of legal age to purchase alcohol or tobacco products. Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
•
• Ensured compliance with all safety regulations within the store environment. Provided excellent customer service while promoting loyalty programs to increase sales potential.
•
Organized promotional displays or arrange merchandise on counters or tables to promote sales.
•
• Answered customer questions and provided store information.
• Collected payments and provided accurate change. MANAGER'S ASSISTANT 01/2015 to 02/2018
Sears - Mobile, AL
• Analyzed sales data to identify trends and adjust strategies accordingly. Coordinated catering services for various functions, including sales trainings and department meetings.
•
Provided product shipment logistical support and quality control by coordinating with vendors, resulting in increased revenue.
•
Conducted research, compiled and typed statistical reports, synthesized information and provided excellent communication to disseminate information throughout organization.
•
Pleasantly welcomed visitors, answered phone calls, and maintained front reception desk.
•
Responded to customer issues to provide immediate resolution and improve retention.
•
Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
•
Oversaw staff correspondence, record tracking and data communications, resulting in improved automation of office operations.
•
Handled incoming calls and directed callers to appropriate department or employee.
•
• Used voice recorder or notepad to compose and transcribe meeting minutes. Reduced financial discrepancies by accurately analyzing and managing customer orders and invoices for various Fortune 500 companies.
•
Coordinated travel arrangements and completed expense reports for travel reimbursement.
•
Executed on-time, under-budget projects by solving complex issues for senior leadership.
•
• Sorted and distributed incoming faxes, letters and emails for office distribution. Kept office equipment functional and supplies well-stocked to promote efficient operations.
•
Murphy High School - Mobile, AL
High School Diploma
05/2014
Contact this candidate