Customer Service Specialist

Candise McGee

*** **** **** ***. ********, Ga

229-***-****

************@*****.***

SUMMARY

Remote Customer Service Specialist with 7+ years of experience in healthcare and telecom. Skilled in CRM platforms including Salesforce, Zendesk and Epic. HIPAA certified with a 93% customer satisfaction rate. Known for resolving complex billing issues, conflict de-escalation, and optimizing support workflows.

EXPERIENCE

Concentrix, Remote — Customer Service Specialist

Feb.2019 - March 2025

● Resolved 50+ billing and policy inquiries daily, achieving 93% satisfaction

● Utilized Salesforce and Epic for benefits verification, claims support, and account resolution

● Documented all customer interactions in CRM

● Reduced average call time by 15% by optimizing resolution workflow.

AT&T Inc., Remote — Remote Customer Support Executive June 2014 - Nov.2019

● Delivered multichannel support (phone, email, chat) via Zendesk

● Handled billing, service changes, password resets, and technical issues.

● Consistently ranked top tier in customer feedback and issue resolution.

● Maintained compliance in documentation and reporting. EDUCATION

University of Central Florida — Digital Communications and Multimedia -Bachelor of Science

Graduated with a GPA of 3.6

SKILLS

HIPAA Compliant

Conflict Resolution

Account and Billing Inquiries

CRM Documentation &

Accuracy

Cross-functional Collaboration

Salesforce/ Zendesk/ Epic

CERTIFICATIONS

● HIPAA Compliance

Training - Concentrix

● Customer Service

Certification (CSC) -

ICSA, Nov. 2013

● edX - Professional

Skills for the

Workplace, Dec. 2010

TOOLS & TECH

Salesforce / Zendesk / Epic /

Microsoft Office / Google

Workspace / Remote Desktop /

Internal Aetna CRM

Contact this candidate