Call Center Customer Service

Kemuanee Sirmons

Dedicated and results-driven Customer Service Professional with over 7 years of

experience delivering exceptional support in fast-paced call center and government agency environments. Known for being hardworking, dependable, and solutions-focused. Skilled at managing high call volumes, resolving technical and account issues, and providing compassionate assistance. Proficient in CRM tools, live chat support, and multi-platform communication. 407-***-****

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

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EXPERIENCE

Customer Service Representative (Call Center)

TTEC / UnitedHealthcare Global Solutions – Remote / Orlando, FL May 2016-2022

● Delivered outstanding support to UnitedHealthcare members by phone, live chat, and email regarding benefits, billing, and claims.

● Handled high-volume calls with a strong focus on accuracy, empathy, and first-call resolution.

● Supported technical troubleshooting for customer portals and insurance plan navigation.

● Maintained and updated customer accounts using Salesforce and internal systems.

● Followed strict HIPAA compliance protocols to protect sensitive health information.

Customer Care Advocate

Florida Department of Children and Families(Orlando,FL) October 2022- December 2023

● Assisted individuals and families with public assistance programs including SNAP, TANF, and Medicaid.

● Provided phone and in-person support with applications, case updates, and eligibility questions.

● Communicated program policies clearly and compassionately to diverse communities.

● Accurately entered data and documented interactions in state systems for compliance and tracking.

SKILLS

Live Chat & Call Center Support

Technical Troubleshooting

Salesforce & CRM Platforms

Active Directory

Cold Calling & Outbound

Communication

Retail & Insurance Sales

Account & Case Management

Problem Solving & Critical Thinking

High-Volume Call Handling

Data Entry & Microsoft Office

Multilingual Communication (if

applicable)

Empathy, Patience, and Customer

Retention

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EDUCATION

Dr.Phillips High School, Orlando,FL — High School Diploma August 2012 -May 20162

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