Customer Service Call Center

Breonna Bailey

Fort Worth, TX

Phone: 817-***-****

Email: ************@*****.***

Objective

Dedicated and compassionate customer service professional with experience in fast-paced call center environments, healthcare communication, and problem-solving. Seeking a Member Services Representative position where I can assist Medicaid members, ensure accurate benefit education, and deliver exceptional support through phone, chat, and email channels.

Skills & Qualifications

• 2+ years of customer service and/or call center experience

• Strong knowledge of Medicaid and healthcare benefits (familiar with medical terminology)

• Technical proficiency with CRM systems, Microsoft Office, and live chat tools

• Exceptional verbal and written communication skills

• Accurate data entry and record-keeping skills

• Ability to resolve member concerns on first contact

• Typing speed: 40+ WPM

• Conflict resolution and de-escalation expertise

• Bilingual (if applicable)

Professional Experience

Customer Service Representative

Health Equity – Remote/In-Person

March 2022 – Present

- Answered high-volume inbound calls assisting members with healthcare inquiries and benefit information

- Provided accurate information regarding Medicaid services, eligibility, and coverage

- Maintained up-to-date knowledge of plans, services, and resources to educate members effectively

- Documented all interactions in CRM software to ensure compliance and performance tracking

- Resolved member complaints on first contact and redirected complex issues appropriately

- Consistently met or exceeded quality and call-handling metrics

Data Entry Clerk / Administrative Support

First Answer – Fort Worth, TX

January 2021 – February 2022

- Accurately entered and updated confidential information into internal systems

- Maintained documentation and organized member/provider communications

- Ensured data privacy and compliance with organizational standards

Education

High School Diploma / GED

Texas Workforce Commission – Adult Education & Literacy Program

Expected Completion: [Insert Year]

Additional Information

• Available for full-time, remote or hybrid roles

• Compliant with HIPAA and customer privacy standards

• Open to flexible shifts and weekend hours

Contact this candidate