Customer Service Call Center

ALEX HARLLEY

EDUCATION &

TRAINING

Associate Degree in Criminal Justice Jan 2012 - Dec 2013

Yavapai College

WORK

EXPERIENCE

Customer Service Agent, FedEx Aug 2019 - Apr 2021

Managed customer inquiries regarding shipping logistics, package tracking, delivery delays, and claims for damaged or lost shipments. Assisted business clients and internal departments with scheduling pickups, troubleshooting account issues, and managing B2B communication. Utilized call center tools and FedEx systems to monitor logistics workflows, update shipment records, and coordinate resolutions. Demonstrated professionalism in a fast-paced environment, consistently meeting KPIs related to call handling time and customer satisfaction. Customer Service Rep, Teleperformance May 2021 - Jan 2023 Handled high-volume inbound calls for healthcare and insurance clients, resolving inquiries related to claims, coverage, and benefits eligibility. Verified member information, processed updates, and educated callers on plan details, payment options, and appeals processes. Provided real-time documentation and case tracking using CRM systems such as Salesforce and Zendesk.

Delivered exceptional service by de-escalating concerns and achieving performance goals in QA and call resolution.

Customer Support Rep, Sidecar Health Feb 2023 - May 2025 Provide empathetic support via phone and chat, resolving inquiries on benefits, claims, billing, and providers.

Educate members on plan features, reimbursements, and using Sidecar Health’s platform.

Handle complaints and complex issues with a focus on first-call resolution and satisfaction.

Document interactions in CRM (e.g., Salesforce) to support efficient issue tracking and collaboration.

Ensure HIPAA compliance while managing sensitive data. Contribute to training and process improvements in a dynamic, high-volume environment.

SUMMARY Experienced and empathetic customer service professional with 5+ years in healthcare, insurance, and e-commerce. Skilled in handling high-volume inquiries, resolving complex issues, and ensuring HIPAA compliance. Proficient in CRM systems and support platforms, with a strong focus on problem-solving, conflict resolution, and first-call resolution. Known for exceeding performance goals and delivering excellent customer experiences.

************@*****.*** 615-***-**** Doraville, GA HIPAA Compliance Training June 2021

Salesforce CRM Essentials Sept 2021

TECHNICAL

SKILLS

Salesforce Health Cloud

Zendesk (for Customer Support)

EHR Systems (Cerner, Allscripts)

Microsoft Office Suite (Word,

Excel, Outlook)

Five9 Call Center Software

RingCentral Software

Google Workspace (Docs, Sheets,

Gmail)

Avaya & Zoom for Virtual

Communication

Freshdesk

KEY SKILLS Customer Service Excellence

Problem-Solving & Conflict

Resolution

Active Listening

Empathy & Emotional Intelligence

Communication (Verbal & Written)

Time Management

Multitasking

First-Call Resolution

Customer Relationship

Management (CRM)

Data Entry & Management

HIPAA Compliance

Healthcare Knowledge (Insurance

Verification, Claims, Billing)

Technical Troubleshooting

Salesforce & Zendesk Expertise

Quality Assurance

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