Customer Service Representative

SKILLS

Microsoft Office (Word,

Excel, PowerPoint,

Outlook, Teams)

Expert Technical Acumen

Google Software

Knowledge

CRM Software

Consistently High Metrics

(KPI'S 96%)

Tech Troubleshooting

Product Support

Multitasking

Organization

Remote Working

Medical Terminology

(ICD-10)

Ticketing Platforms

Type 55 WPM

Workload Prioritization

Excellent Schedule

Adherence

Customer Support Expert

Problem Solving Skills

Active Listening

Conflict resolution and

De-escalation

Dispatching

Logistics

Time Management

Tax Preparation

Scheduling

Patient advocacy

Account Management

Insurance Eligibility &

Benefits

Prior authorizations

Phone, Email, Chat

Support

Web Conferencing

Salesforce/Slack/

Zendesk

Google Software

Products

Schedule Flexibility

Dedicated Home Office

Fiber Optic Internet

Billing & Collections

Researching

Data Entry

QuickBooks

Financial Planning

Sales

Heavy Phones

Ateshia Craig

EXPERIENCE

Dexian-Intuit, Remote—Customer Service Representative 01/2024-04/2025

Served as a Remote Customer Service Representative in a call center environment, handling 80+ incoming calls daily while maintaining key performance indicators (KPIs) at a 96% success rate.

Assisted customers with account management utilizing CRM software, ensuring efficient and effective service delivery.

Successfully managed high volumes of incoming calls, employing active listening and empathy to de-escalate irate customers and resolve issues promptly. Achieved a 60% success rate in upselling products to customers, leveraging strong product knowledge and communication skills.

Utilized technical acumen and multitasking abilities to research multiple platforms simultaneously, providing accurate and timely responses to customer inquiries. MTM Transport/Access2Care, Remote- Member Services Representative

11/2024-02/2025

Facilitated non-emergency transportation for patients to and from medical appointments, ensuring timely and reliable service.

Utilized CRM software to manage client accounts, update patient information, and verify benefit eligibility efficiently.

Acted as a liaison between patients and insurance companies to resolve transportation- related issues effectively.

Scheduled and dispatched transportation providers, including Uber and Lyft, achieving a 100% success rate in meeting patient needs.

Assigned appropriate transportation options to patients for essential medical appointments and other critical tasks, prioritizing their safety and well-being. Community Tax LLC, Remote- Error Resolution Specialist 05/2024-10/2024

Analyzed client cases to identify tax-related discrepancies and implemented efficient resolution strategies to ensure compliance with IRS regulations. 1228 County Rd. 340 Cleveland TX. 77327 346-***-**** *.**********@*****.*** Communicated professionally with clients to explain issues, answer questions, and guide them through the resolution process.

Collaborated with a team of tax professionals to devise comprehensive solutions and ensure the accuracy of client information.8

Conducted thorough research of current tax laws and regulations to effectively address client issues and support compliance.

Documented all client interactions and resolution outcomes to maintain accurate records and enhance the overall service delivery process.

Intuit, Remote-Call Center Representative/Tax Associate 01/2024-05/2024

Provided exceptional customer support for TurboTax users, assisting with inquiries related to tax software functionalities and filing processes.

Guided customers through the TurboTax platform using remote viewing technologies, such as SmartLook, to provide real-time, personalized assistance in completing their taxes. Resolved complex tax-related questions by leveraging knowledge of tax codes and conducting research across multiple platforms simultaneously to ensure accurate information delivery. Achieved consistently high KPIs, resulting in a return offer and a season-ending $2,000 bonus for outstanding performance. Prepared and assisted clients in preparing taxes, ranging from simple to complex, ensuring compliance with federal and state regulations.

Assist Med, Conroe, Texas-Patient Advocate

12/2022-07/2023

Serve as a liaison between patients and caregivers, ensuring clear communication and understanding of individual needs and preferences.

Assist patients in navigating healthcare resources, including scheduling appointments, obtaining necessary documentation, and understanding treatment options. Provide emotional support and guidance to patients and their families, helping them cope with the challenges of caregiving and health management.

Advocate for patient rights and needs within the healthcare system, ensuring that each individual receives appropriate care and attention.

Develop and maintain relationships with healthcare providers and community resources to facilitate comprehensive support for patients in need of caregiving assistance. Williams Business & Tax, Porter, Texas - Consultant/Pro Mgr. 01/2014-02/2020

Provided bookkeeping support for small businesses using QuickBooks, including data entry, account reconciliation, and financial reporting.

Prepared individual and small business tax returns, including S-Corps and partnerships, ensuring compliance with federal and state regulations.

Promoted from assistant bookkeeper to primary preparer for small business clients, managing full-cycle bookkeeping and quarterly tax filings.

Collaborated in the development and launch of the company’s proprietary tax software, offering user experience insights and testing feedback.

Delivered ongoing product support for the tax software via phone and email, troubleshooting technical issues and providing user guidance.

Served as a liaison between clients and developers, communicating software updates and collecting user feedback for continuous improvement.

Craig’s Total Care, Porter, Texas – Customer Service Representative 01/2009-12/2014

Served as the first point of contact for clients, vendors, and subcontractors, providing timely and professional communication across phone, email, and in-person inquiries. Coordinated scheduling and dispatch for field crews, ensuring job site readiness and prompt delivery of materials and equipment.

Maintained accurate project records, including work orders, purchase orders, and job logs, using project management software.

Assisted with invoice processing, billing inquiries, and documentation required for contract compliance and project closeout.

Resolved customer issues with professionalism and urgency, collaborating with project managers and site supervisors to address concerns.

Supported the estimating and bidding process by organizing proposals, tracking bid deadlines, and communicating updates to stakeholders.

ABOUT ME

“With a decade of diverse experience in customer service roles across multiple industries, I have honed my skills in delivering exceptional support while adapting to various work environments, including the last four years in remote settings. My tenure with temporary agencies has equipped me with a robust understanding of client needs and the ability to thrive in dynamic situations. I am now eager to transition into a permanent, long-term customer-facing role where I can leverage my extensive experience and the skills I've acquired to contribute meaningfully to an organization. My goal is to find a position that not only allows me to utilize my expertise but also fosters a growth-oriented environment where I can make a lasting impact and build a fulfilling career.”

* Please note: the positions listed in this resume do not represent my experience. Due to the fact that I worked many contract and temporary assignments I didn't want to list them all here and run

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