Customer Service Support

Professional Summary

Results-driven Customer Support and Data Entry Specialist with over 4 years of experience in customer service, IT help desk consulting, and administrative support across healthcare, SaaS, and financial industries. Adept at troubleshooting, process optimization, and customer relationship management, with a track record of improving operational efficiency and client satisfaction. Proven ability to diagnose and resolve complex issues while providing Tier 1 and Tier 2 support. Highly proficient in Salesforce, Microsoft Office Suite, data management. Strong analytical mindset with a focus on automation, escalation handling, and compliance adherence. Seeking to leverage technical expertise and problem-solving acumen in a Tier 2 Customer Support role to enhance customer experience and system performance.

Core Competencies

Customer Service & Technical Support

IT Help Desk & Troubleshooting

Healthcare Customer Support

Data Entry & Process Automation

Salesforce CRM & Case Management

Microsoft Office Suite (Excel, Outlook, Word)

Compliance & Quality Assurance

Communication & Client Relationship Management

Performance Metrics & KPIs

Call Center Operations

Professional Experience

Treliant LLC- Customer Service associate July 2022- Present

Served as Tier 1 & Tier 2 support, escalating and resolving customer issues related to financial services and compliance.

Achieved 98%+ case closure rate within SLA by troubleshooting system issues and resolving client concerns.

Managed medical billing reconciliation, reducing errors by 20% through meticulous verification and automation.

Developed and maintained customer documentation for internal reference, improving support efficiency by 15%.

Covid Clinic – Customer Service associate September 2021– July 2022.

Provided real-time support to patients regarding COVID-19 test results, booking procedures, and system navigation.

Increased first-contact resolution by 15% through enhanced knowledge base utilization and active listening techniques.

Maintained detailed logs of customer interactions, contributing to process improvements and policy adjustments.

Amazon – Customer Service Representative September 2020 – September 2021

Market Problem: High call abandonment rates due to inefficient support processes.’

Innovation Delivered: Streamlined technical troubleshooting scripts, reducing average handling time by 15%.

Business Impact: Increased customer retention and satisfaction scores.

Managed high-volume inbound/outbound calls related to order processing, shipping, and returns.

Assisted customers in resolving website navigation and technical support issues.

Tracked customer sentiment and identified service improvement opportunities.

Key Achievements & Metrics (RICE Model)

Reduced claims resolution time by 20% through process optimization.

Increased first-call resolution by 30%, minimizing repeat customer inquiries.

Achieved a 98% patient satisfaction rating in healthcare service roles.

Enhanced call efficiency by 15% through technical troubleshooting automation.

Technical Skills

CRM & Data Entry: Salesforce, Epic, Cerner, Microsoft Excel

Call Center Tools: Five9, Zendesk, Genesys Cloud

Healthcare Compliance: HIPAA, PHI Handling, EHR Systems

Customer Service & Support Certification (HubSpot Academy)

IT Help Desk Technician Training (Coursera)

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