Customer Service Technical Support
Resume:
Rose Watkins
Dover, DE *****
******@*****.***
Professional Summary
Customer Service Representative with 20 years of experience in handling customer inquiries, dispute resolution, and technical support. Adept at managing high call volumes, problem-solving, and ensuring customer satisfaction. Proven ability to de-escalate conflicts and provide efficient solutions in fast-paced environments.
Willing to relocate to: Michigan - Remote - Texas - Wilmington, DE - Taylor, MI - Dallas, TX - US - Remote
Authorized to work in the US for any employer
Work Experience
Customer Service Rep/Billing
TTEC-Remote
November 2022 to October 2024
• Operates dual computer terminals to efficiently retrieve and relay Blue Shield of California policy details to over 50+ members, providers, and vendors daily.
• Resolves an average of 80+ customer inquiries daily, ensuring 98% accuracy in medical policy and billing information via Blue Shield and TTEC systems.
• Investigates and resolves 30+ billing disputes per week, achieving a 90% first-call resolution rate. Testing Site Specialist
Curative Inc.-Dover, DE
October 2021 to December 2022
• Informed an average of 75 clients per day on testing procedures, ensuring compliance with health protocols and reducing confusion.
• Adhered to strict PPE and safety protocols, ensuring a 100% compliance rate with state health regulations.
• Conducted precise anterior nasal specimen collection, following CDC guidelines to maintain 100% test accuracy rate.
• Analyzed and recorded test results with 100% accuracy, ensuring timely reporting within a 30-minute window.
• Maintained a sterile testing environment by disinfecting workspaces after each client and properly disposing of hazardous waste, reducing cross-contamination risks by 99%. Screener
SJS Executives-Dover, DE
August 2021 to November 2021
• Screened an average of 50 employees, patients, and visitors daily, ensuring compliance with health and safety protocols.
• Administered health screenings using a non-contact thermometer, identifying potential COVID-19 cases and escalating concerns to medical staff.
• Distributed over 50 masks and educational materials, promoting adherence to clinic health policies.
• Enforced infection control protocols, reducing the risk of transmission and maintaining a safe clinical environment.
Home Health Aide
Victory Home Healthcare-Salisbury, MD
February 2021 to August 2021
• Assisted patient with personal care needs, ensuring dignity and comfort while maintaining a high standard of hygiene.
• Prepared nutritious meals and maintained a clean living environment, enhancing patients’ overall well- being.
• Assisted patients with mobility exercises and transfers, improving physical function and reducing fall risks.
• Executed care plans developed by RNs, PTs, and OTs, ensuring alignment with medical recommendations and improving patient recovery outcomes.
• Completed and submitted patient documentation with 100% accuracy, meeting all regulatory deadlines.
Assistant Store Manager
Catherines - Ascena Retail Group, Inc-Dover, DE
July 2018 to December 2019
• Supervised a team of 5 associates, optimizing store operations to increase efficiency and sales.
• Designed compelling marketing ads using Photoshop and Instagram, boosting customer engagement by 25%.
• Collaborated with corporate teams to implement targeted sales strategies, increasing revenue by 15%.
• Recruited, trained, and developed 1 new employee, improving staff retention by 100%. Call Center Representative
Sharpened Image, Inc.-Dover, DE
May 2018 to July 2018
• Managed an average of 50 inbound calls, emails, and chat inquiries daily, maintaining a customer satisfaction rating of 100%.
• Navigated multiple CRM systems, reducing call resolution time by 50%.
• Maintained accurate customer records, reducing data entry errors by 50%.
• Recommended tailored products and services, contributing to a 25% increase in customer purchases. Assistant Store Manager
Family Dollar-Dover, DE
October 2014 to April 2018
• Led a team of 7 employees, optimizing daily store operations and improving efficiency.
• Resolved customer concerns with a 100% success rate, enhancing overall customer experience.
• Managed daily financial transactions and bank deposits with 100% accuracy, ensuring compliance with company policies.
• Coordinated with vendors to optimize inventory and displays, increasing sales by 75%. Education
G.E.D. in General Studies
Catherine Ferguson Academy - Detroit, MI
August 1998 to January 2000
Skills
• Supervising experience
• Typing
• Databases
• Data entry
• Analysis skills
• Smartsheet
• Microsoft Windows Server
• EDI
• VoIP
• Data collection
• Live chat
• Data management
• Documentation review
• Microsoft Word
• Account management
• Phone etiquette
• Clerical experience
• Call center
Contact this candidate