Customer Service Support
Resume:
Teresa Ray
Customer Support Supervisor/Healthcare Facilitator
********@******.***
Teresa Ray LinkedIn
Education
Associates of Liberal Arts, Indianapolis Ivy Tech College of Indiana December 2025 Professional Experience
Multi Management – Customer Service Supervisor (Remote) March 2023 to April 2025
• Friendly and solution focused customer service representative with 8+ years of experience resolving customer issues, handling high call volumes, and maintaining high customer satisfaction scores.
• Managed a high volume of inquiries averaging 100 daily via phone, chat, and email, resolving 95% of issues on first contact using CSR software and de-escalating challenging situations with professionalism and empathy.
• Directed team communication in Microsoft Teams, Outlook, and SharePoint to maintain a central hub for project updates; reduced response time on critical inquiries.
• Consistently met or exceeded performance targets, including average handle time and customer satisfaction
(CSAT) scores.
• Trained and mentored new team members, improving their onboarding process and reducing training time by 20%.
• Utilized Zendesk to log interactions and escalate technical issues to Teir 2 support.
• Promoted to Supervisor within one year for reliability and consistent customer praise BC Forward/Anthem - HEDIS Health Facilitator (Remote) October 2013 to April 2023
• Facilitated over 60-100 outbound calls to major healthcare facilities across the United States, using Avaya phone system, daily to medical offices to verify information ensuring data accuracy and HIPPA compliance.
• Executed HEDIS data entry processes that ensured accuracy in medical terminology usage while auditing over 3,000 patient charts using Excel tools; streamlined access to vital information for enhanced review efficiency.
• Abstracted data from medical charts and Adobe PDFs for specific member metrics, converting 200 to 1,000 member records into Excel spreadsheets by assessing and auditing information, then uploading finalized files to a shared drive.
• Developed and maintained comprehensive EMR Excel spreadsheets to aggregate member measure data from over 500 medical offices, ensuring seamless document uploads to shared drives for reviewer access and analysis of member metrics. Xerox Corporation/1st Quality – Operations Supervisor/Field Engineer April 2004 to September 2013
• Developed and coordinated administrative support services encompassing printing, telecommunications, faxing, copying equipment maintenance and purchasing; ensured seamless operations for a team of 10 staff members over nearly a decade.
• Completed day-to-day supervision activities related to administrative functions such as document processing protocols involving copy machines ensuring up-time averaged above 95%, directly contributing toward higher work output metrics.
• Coached performance and conduct of the department’s performance reviews for 10 employees; Prepare periodic reports detailing requisite information according to established procedures. Skills
SharePoint Teams Outlook Excel Project Management HEDIS Technical Proficiency Shared Drives Team Collaboration HIPAA Regulations EMR systems Record Retrieval
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