Customer Service Care

Theresa Duvernay-Gillette

San Leandro, CA ***** ********@*****.*** 510-***-****

Professional Summary

Customer service and administrative professional with over 20 years’ experience in corporate and telecommunications industries, plus valuable recent experience in healthcare settings. Skilled in healthcare customer care, HIPAA compliance, patient support, executive assistance, and project coordination.

Recognized for compassionate service, adaptability, and problem-solving in fast-paced environments. Work Experience

Customer Care Advisor — Helios/ZipHealth / MedExpress (UK), Del Ray, FL Oct 2024 – Jul 2025

• Provided patient support via phone, chat, and email across U.S. and U.K. healthcare services.

• Ensured HIPAA compliance while handling patient documents, prescriptions, and sensitive information.

• Uploaded patient photos into system for doctors to review and prescribe treatment.

• Liaised between pharmacy, clinical teams, and patients to resolve issues quickly.

• Exceeded performance targets while maintaining compassionate, professional service.

• Utilized Zendesk, Jira, and CRM platforms for patient case management and escalations. Customer Service Agent / Engineering Support — AT&T;, San Ramon, CA 2000 – 2022

• Assisted customers with billing and service concerns, including technical support for home equipment.

• Handled customer service calls and tracked tickets using CRM platforms.

• Coordinated projects, order tracking, and scheduling to support engineering teams.

• Managed payroll, timesheets, and employee records in SAP systems. Earlier Roles: Executive Administrative Assistant (1995–2000) and 411 Operator (1989–1995), AT&T; — Delivered executive support, high-volume customer service, and team leadership. Education

Business Management, Heald School of Business

College of Alameda

Alameda High School

Skills

Healthcare & Compliance: Healthcare Customer Care, HIPAA Compliance, Patient Support Customer Service Platforms: Zendesk, Jira, SAP, SAP GUI, Oracle, CRM Systems Office Tools: Microsoft Office Suite (Word, Excel, Outlook, Teams), Google Suite (Docs, Sheets, Zoom) Business Operations: Payroll & Timekeeping, Accounts Payable, Vendor Management Core Strengths: Compassionate Communication, Leadership, Training, Project Coordination, Time Management

Awards & Certifications

Outstanding Morale Training Award (AT&T;, 2015) • CDL • Valid Driver’s License References

References available upon request.

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