Customer Service Support Specialist

Tiffany Portis Remote Customer Service & Healthcare Support Specialist

Houston, TX · ***********@*****.*** · 551-***-****

Professional Summary

Remote-ready Customer Support Specialist with 6+ years of experience in healthcare, mortgage servicing, and tech-enabled customer service roles. Skilled in high-volume call handling, fast-paced environments, and HIPAA-compliant data management. Tech-savvy with Salesforce, Zendesk, WebCX, Genesys, and Microsoft Office. Seeking immediate remote opportunities in customer support, billing, recruiting, or data entry.

Fully equipped home office: dual monitors, high-speed internet, and a noise-canceling headset.

Key Skills & Competencies

Customer Service (Remote & In-Person)

Healthcare Support & Insurance Eligibility

Medicare Enrollment Assistance

HIPAA-Compliant Documentation Handling

Healthcare Records & Admin Support

Patient Data & Scheduling Coordination

Salesforce, Zendesk, WebCX, Genesys, Five9, Wimmes

Microsoft Teams, Zoom, Google Workspace

High-Volume Call Handling

Payment Processing, Billing, & Refunds

Data Entry & Document Verification

Recruiting Coordination & Admin Support

Tools & Platforms

Salesforce · Zendesk · WebCX · Five9 · Genesys · Wimmes · Avaya · Microsoft Teams · Zoom · Google Workspace · DocuSign · Slack

Remote Experience

Customer Service Representative (Remote – Work From Home)

Weed Man Lawn Care – Austin, TX

Jan 2024 – Jun 2024

- Handled 150+ customer inquiries per week with a 95% first-call resolution rate

- Reduced customer wait times by 15% through streamlined scheduling

- Increased revenue by 25% via upsell strategies and service add-ons

- Maintained detailed CRM notes to support retention and follow-up

Medicare Benefit Advisor (Remote – Work From Home)

Willis Towers Watson – Richardson, TX

Mar 2023 – Oct 2023

- Guided clients through Medicare Advantage plan selection and enrollment

- Managed over 500+ communications with 99% data accuracy

- Simplified regulatory language, boosting client confidence and decision-making

- Achieved a 95% client conversion rate

Funeral Expense Verification Specialist (Remote – Work From Home)

SCI – Houston, TX

Oct 2021 – Mar 2022

- Processed 40+ weekly case verifications under strict policy deadlines

- Maintained 100% compliance with HIPAA and data security regulations

- Exceeded monthly accuracy targets by 15%

Mortgage CSR (Remote – Work From Home)

Freedom Mortgage / Source Point Mortgage – Houston, TX

Jul 2019 – Jul 2021

- Managed 70+ daily mortgage support calls, with a 97% issue resolution rate

- Resolved billing, escrow, and loan servicing concerns across multiple platforms

- Promoted internally based on performance and consistency

- Delivered exceptional support across transitions between systems

Additional Work History

Office Manager

Loving Hearts Hospice & Palliative Care – Houston, TX

Sep 2017 – May 2019

- Oversaw scheduling, payroll, and operations for a 10+ person team

- Increased scheduling efficiency by 25%

- Maintained compliance in patient records and billing documentation

Administrative Assistant

One Courageous Hospice – Houston, TX

May 2017 – Sep 2017

- Coordinated 20+ daily appointments with clinical teams

- Managed incoming communication from patients and families

- Supported transition to digital recordkeeping

Education

Business Marketing

Everest University – Tampa, FL (Online)

Performance Metrics

First Call Resolution: 95–97% across all roles

Customer Satisfaction: Increased by 20–30% via active listening and service quality

Productivity: 15%+ above weekly and monthly expectations

Accuracy: Maintained 100% error-free compliance in billing and client data

Upselling Impact: Generated up to 25% revenue increase via product/service recommendations

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