Customer Service Support Specialist

Terica Burgess

863-***-**** ️ ************@*****.*** Bartow, FL

Remote Experience Willing to Relocate Authorized to Work in the U.S.

Professional Summary

Customer service and support specialist with 10+ years of experience across healthcare, insurance, technical support, and market research. Proven ability to resolve complex customer issues and deliver high satisfaction through remote and in-person roles. Skilled in multitasking, call center operations, IT troubleshooting, and patient coordination. Dedicated to providing empathetic, solution-driven service.

Work Experience

Customer Service Agent (Remote)

Primo Water — Aug 2023 – Mar 2025

Delivered phone-based customer support for retail and product consumers.

Addressed product inquiries and resolved service issues.

Maintained professionalism in remote interactions and promoted brand satisfaction.

Technical Support Specialist (Remote)

VXI Global Solutions — Apr 2023 – Nov 2024

Provided software and hardware troubleshooting for end users.

Installed systems, maintained operations, and delivered remote IT support.

Assisted customers with a variety of desktop and network issues.

Claims Representative

GEICO — Jun 2021 – Jan 2024

Handled insurance claims for policyholders post-incident.

Investigated cases, collected documentation, and communicated outcomes.

Applied conflict resolution techniques to deliver empathetic, accurate service.

Healthcare Representative

Central Florida Center — Nov 2020 – Mar 2025

Scheduled and confirmed patient appointments and coordinated follow-ups.

Maintained medical records and managed insurance liaison duties.

Ensured compliance with HIPAA and supported smooth clinic operations.

Research Assistant (Call Center)

American Directions Group – Lakeland, FL — May 2015 – Jul 2019

Conducted phone-based research surveys on a range of topics.

Captured responses accurately and maintained consistent call volume.

Developed strong active listening and verbal communication skills.

Education

High School Diploma

Cornerstone Christian Correspondence School — Townsend, GA

Graduated: May 2012

Skills

Customer Service & Retention

Remote & Call Center Operations

Technical & Desktop Support

Healthcare Scheduling & Patient Coordination

Claims & Insurance Processing

Live Chat & Email Support

CRM Systems & Data Entry

Microsoft Office Suite Google Workspace

HIPAA Compliance Epic Systems

Conflict Resolution & De-escalation

Organizational & Time Management

Inbound/Outbound Calling

Medical & Administrative Documentation

Certifications

Certified Nursing Assistant (CNA) — Sep 2023 – May 2024

Certified Home Health Aide (HHA)

Adult First Aid/CPR/AED — Expired May 2023

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