Service Representative Customer
Resume:
Melissa I David-Takyi
Leander, Texas 78641
Professional summary:
Dedicated and results-driven Bilingual Customer Service Representative with extensive experience providing high-quality support in fast-paced, compliance-driven environments. Fluent in English and Spanish, with a proven record of accomplishment in managing over 100+ inbound and outbound calls daily while maintaining high levels of customer satisfaction. Skilled in resolving issues efficiently, documenting interactions thoroughly, and adhering to HIPAA and organizational standards. Consistently, performance metrics, including resolution rate, call handling time, and customer satisfaction scores.
Language: Spanish
Education:
Morris High School – New York 1992
Skills:
Microsoft Office
Call Center (CSR)
Policy Compliance
Record Management
Fluency in English and Spanish
Policy Adherence
Information gathering and record management
Correspondence management
Work experience:
Continuum Global Health Solutions – Austin, TX Dec 2024 – June 2025
Bilingual Customer Service Representative
Handled an average of 100+ inbound and outbound calls daily, providing customer support in both English and Spanish.
Assisted patients and providers with inquiries related to healthcare services, insurance coverage, and appointment scheduling.
Documented all interactions accurately and thoroughly in internal systems, ensuring compliance with HIPAA and organizational protocols.
Translated and communicated complex healthcare information clearly to Spanish-speaking clients.
Resolved issues efficiently while maintaining a high level of empathy and professionalism.
Escalated unresolved concerns to the appropriate departments, ensuring timely follow-up and resolution.
Utilized CRM tools and electronic health systems to update patient records and case notes.
Maintained high service standards in a fast-paced environment, consistently meeting performance metrics (AHT, QA scores, customer satisfaction)
Maximus – NY Mar 2023 – Apr 2024
Bilingual Customer Service Representative
Provided accurate and timely information regarding applications, eligibility, and account updates.
Delivered exceptional bilingual support, ensuring language accessibility and clear communication for Spanish-speaking clients.
Handled an average of 100+ inbound and outbound calls daily in both English and Spanish, assisting customers with inquiries related to government programs and services.
Documented each interaction with detailed and compliant case notes in internal systems, ensuring data accuracy and audit readiness.
Navigated multiple systems and databases to access customer records, verify identity, and update case information in real time.
Resolved customer issues efficiently while adhering to call quality and compliance standards.
Met or exceeded daily performance metrics, including call handling time, resolution rates, and customer satisfaction scores.
Collaborated with team members and supervisors to improve service quality and share best practices for handling complex inquiries.
Maintained up-to-date knowledge of program policies and procedures through ongoing training and team briefings.
Demonstrated strong problem-solving skills and a calm, professional demeanor in high-volume, fast-paced environments.
US Census Bureau – NY Aug 2020 – Dec 2020
Enumerator
Conducted in-person and telephone interviews with residents to collect demographic and household data for the 2020 U.S. Census.
Ensured accuracy and completeness of census responses through careful questioning and verification.
Navigated assigned neighborhoods and apartment buildings to locate and contact respondents, often using maps and handheld devices.
Maintained strict confidentiality and data integrity in accordance with federal laws and Census Bureau guidelines.
Recorded responses using electronic data collection devices, ensuring timely and accurate data submission.
Adapted communication style to interact effectively with diverse populations, including non-English speakers and hard-to-reach individuals.
Demonstrated strong problem-solving skills when dealing with incomplete addresses,
Office of Child Support Enforcement – NY Jun 2010 – Jun 2017
Team Clerk
Handled marketplace consumer and public calls for prospective or assisting enrollees in accordance with performance standards, policy and procedures, and protocols.
Processed new applications for health coverage via telephone – including building tax household, household income, eligibility determinations, interpreting determinations made by the marketplace, and enrollment into health plans.
Performed life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.
Transfer/refer consumers to appropriate parties according to the established guidelines.
Assisted with co-browse interactions with consumers seeking guidance/answers with the application process via NYSOH, when necessary.
Clerical Support
Handled faxes, copying, filing, scanning of confidential documents/records, and pertinent correspondence.
Assisted consumers responding to general service inquiries and redirecting to the appropriate office/personnel.
Distribution of correspondence.
Data entry, creation of new client records, and updating existing records.
Tracking/retrieving data for audits.
Documentation of data discrepancies and reporting for checks.
Prepared outgoing mail and coordinated with mail carrier(s) for pickup.
Conducted outreach phone calls to customers and updated respective demographic information in the database.
Assisted with conference room readiness for staff meetings and preparation of documents for distribution.
Human Services
Gathered, organized, sorted, and submitted completed housing court service forms and applications.
Tracked and updated case records for one-shot deals for housing grant applicants.
Utilized Welfare Management System (WMS) to access applicable client data and related printouts for eligibility screenings and applications.
Scanned, indexed account statements, and prepared weekly reports/tabulations.
Responded to inbound emails and updated the communication spreadsheet.
Assigned incoming cases and prepared outbound correspondence by printing re-certification logs for SNAP centers (40, 45, and 46).
Assisted customers by providing agency service information and updating case status.
Gathering demographic information and managing proprietary database.
Addressing customer grievances by escalating concerns for appropriate resolutions
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