Customer Service Technical Support

Chimeeka D. Cardell

***** ******* **. • Dallas, TX 75217

214-***-**** • ************@*****.***

Professional Summary

Dedicated and detail-oriented professional with extensive experience in customer service, technical support, and mail processing. Demonstrate strong communication skills, technical proficiency, and the ability to work effectively in fast-paced, high-volume environments. Seeking a long-term opportunity with a company that values hard work and offers growth potential.

Education

H. Grady Spruce High School — Dallas, TX

Diploma, May 1999

Professional Experience

Molina Healthcare — Irving, TX

Member Service Representative

January 2017 – April 2025

Responded to inbound calls from Medicaid members regarding eligibility, benefits, claims, and provider information.

Assisted members with selecting or changing primary care physicians and navigating Medicaid plan options.

Provided accurate and timely information on Medicaid coverage, program guidelines, and services.

Resolved member complaints, inquiries, and issues with professionalism and adherence to HIPAA regulations.

Documented all interactions and transactions in member management systems with high accuracy.

Educated members on preventive care services, wellness programs, and plan utilization to improve health outcomes.

Coordinated with internal departments such as claims, enrollment, and case management to resolve complex issues.

Verified member eligibility and updated personal and insurance information as needed.

Ensured compliance with state Medicaid regulations and organizational policies.

Participated in ongoing training to remain current on policy updates, system changes, and Medicaid rules.

Pisa Group — Dallas, TX

Customer Service Representative

August 2014 – January 2017

Delivered high-quality service to an average of 50+ customers daily via phone, email, and live chat, maintaining a 95% customer satisfaction rate.

Resolved customer issues efficiently and empathetically, reducing complaint escalations by 30%.

Maintained a positive, professional attitude in high-volume call environments, ensuring a consistent customer experience.

Consistently exceeded KPIs such as call handling time, customer satisfaction (CSAT), and first-call resolution.

Improved customer retention by 15% through personalized support and proactive follow-up.

AT&T — Dallas, TX

Technical Support Agent / Customer Service

August 2011 – July 2012

Delivered exceptional customer support via phone and email, enhancing client satisfaction.

Diagnosed and resolved technical issues for software and application users.

Maintained accurate records using a ticketing system.

Communicated consistently with customers during troubleshooting processes.

Telvista — Dallas, TX

Technical Support Agent / Customer Service

August 2010 – March 2011

Responded to customer inquiries, troubleshooting client-specific software and hardware issues.

Utilized knowledge bases, scripts, and support tools to resolve technical problems.

Documented issue details accurately in internal systems.

Provided step-by-step assistance based on established protocols.

Remained current on technological updates and support tools.

First Data Remitco — Dallas, TX

Mail Processing Operator

July 2005 – April 2010

Monitored and sorted mail in a high-volume, deadline-driven environment.

Handled exceptions and ensured accurate processing of payments.

Conducted data entry and quality checks on financial documents.

Followed specific procedures for depositing and handling cash transactions.

Provided client support and adhered to audit/security protocols.

Demonstrated strong knowledge of check processing, payment proofing, and research.

Technical Skills

Software: Microsoft Word, Excel, PowerPoint, Outlook, Lotus Notes, PeopleSoft, PeopleClick, ICAD, Salesforce, CRM and Verint

Typing Speed: 30–40 WPM

Strong written and verbal communication

Fast learner with a strong attention to detail

References

Available upon request

Contact this candidate