Technical Support Customer Service

Teresa McFarland

****************@*****.*** 410-***-**** Towson, MD

Professional Summary

Highly skilled Customer Service and Technical Support Representative with extensive experience supporting public inquiries via phone, email, chat, and remote tools. Proficient with Salesforce, Zendesk, QNXT, Slack, Teams, and Zoom. Expertise in CRM systems, scheduling services, troubleshooting, problem resolution, and providing an empathetic customer experience. Adept at adhering to performance standards, quality metrics, and confidentiality protocols.

Professional Experience

CVS/Aetna - Towson, MD

Medicaid Member Service Representative

Jul 2024 - Present

- Deliver exceptional service to Medicaid members by addressing benefit inquiries, scheduling services, and resolving issues.

- Educate members on eligibility, benefits, and claims processing.

- Document all interactions using CRM systems.

- Escalate complex concerns appropriately.

E-Z Pass MD/TransCore - Remote

Customer Service Representative

Nov 2023 - May 2024

- Handled high-volume communications regarding account management and technical support.

- Utilized CRM systems to document and track resolutions. Facebook - Remote

Content Moderator

Feb 2016 - Present

- Reviewed user-generated content for policy violations.

- Escalated critical issues to leadership.

Freelance - Remote

AI Trainer & Social Media Evaluator

2023 - 2024

- Evaluated and scored AI content.

- Provided feedback to enhance algorithm accuracy. Intuit TurboTax - Remote

Technical Support Representative

Jan 2025 - Apr 2025

- Delivered technical support for TurboTax software. Teresa McFarland

****************@*****.*** 410-***-**** Towson, MD

- Used Salesforce, Slack, and Zoom for documentation and collaboration. Macy's Logistics Warehouse - Martinsburg, WV

Onboarding Specialist

Nov 2015 - Aug 2020

- Coordinated onboarding and orientation sessions. United Health Care - Remote

Provider Service Consultant

Oct 2013 - Nov 2015

- Assisted providers with claim resolutions and eligibility verification. Verizon Communications - Remote

Residential Customer Service Consultant

Sep 1999 - Jul 2006

- Managed customer inquiries and promoted additional services. Education

Franklin High School - Maryland

High School Diploma

Skills

Customer Service: Phone, Email, Chat, SMS

CRM Systems: Salesforce, Zendesk, QNXT

Communication Tools: Slack, Microsoft Teams, Zoom

Research and Verification: LexisNexis

Ticketing Systems: Zendesk, Island Platform

Microsoft 365 Suite (Excel, Outlook, Teams)

Internet Troubleshooting & Technical Support

Conflict Resolution & Problem-Solving

Data Entry, CRM Documentation, Scheduling Appointments HIPAA Compliance & Confidentiality Standards

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