Customer Service Technical Support

Sheena Davison

***************@*****.*** 228-***-**** Gautier, MS

SUMMARY

Dedicated professional with 12 years of experience seeking a Customer Service Rep role. Proven expertise in utilizing CRM systems like Salesforce and Zendesk to manage customer accounts and enhance customer satisfaction. Strong skills in handling inbound and outbound calls, resolving inquiries, and maintaining high levels of professionalism and empathy.

WORK EXPERIENCE

Humana Remote

Healthcare Customer Representative Remote Feb 2022 - Jan 2025

• Managed customer accounts and updated member information using proprietary CRM software, ensuring accurate handling of inquiries and issues.

• Accessed and updated patient health records through healthcare management systems, verifying insurance coverage and processing claims in compliance with HIPAA regulations.

• Handled inbound and outbound calls using telephony software, assisting members with benefit inquiries, claim status updates, and appointment scheduling.

• Maintained a high level of professionalism and empathy in all interactions, ensuring a positive experience for members.

Catastrophe Management Mobile, AL

Property Scheduler/Processor Remote Nov 2012 - Dec 2021

• Managed documentation and records using document management systems, ensuring accessibility for adjusters and clients.

• Utilized CRM software to track client communications and update claim statuses, enhancing client management.

• Coordinated with vendors and contractors through project management tools to schedule inspections and repairs, ensuring timely claim resolution.

• Collaborated with internal teams to process claims using workflow automation software, streamlining repetitive tasks and boosting productivity.

AT&T Remote

Technical Support Rep Remote Sep 2023 - Oct 2000

• Delivered comprehensive technical support through multiple communication channels, efficiently diagnosing and resolving issues related to internet, TV, and phone services, while handling account-related inquiries using a CRM system.

• Collaborated with cross-functional teams and escalated complex technical issues to ensure timely resolutions, consistently enhancing customer satisfaction and service quality. EDUCATION

Moss Point High School

High School Diploma, General Education

Moss Point, MS

May 2003

MGCCC

Associate of Science, Science

Gautier, MS

May 2005

Coastal Medical Training Institute LLC

Dental Assistant, Dental Assisting

Gulfport, MS

May 2015

SKILLS

Zendesk • Salesforce • Computer Literacy • Workflow Optimization • JavaScript • Lead Generation • Fast Typing 60 WPM • Quality Assurance • POS Systems • Project Management • Clerical Support • Account Management • Vendor Relations • Microsoft Excel/Office • Netforum • Content Creation • Fraud Detection/Prevention • Search Engine Optimization (SEO) • Helpdesk Software • Data Analysis Tools • Customer Retention • Operations Management • Budgeting & Finance Management

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