Customer Service Representative

Margaret M. Sheppeck

Prospect Park, PA ***** 610-***-**** ***********@*****.***

Professional Summary

Customer service professional with over 15 years of experience delivering high-quality support in healthcare, financial services, and corporate environments. Skilled in handling escalated issues, managing client accounts, and serving as a trusted liaison between customers and internal teams. Recognized for strong problem-solving skills, attention to detail, and a commitment to providing positive customer experiences.

Core Skills

Customer Service & Client Support Call Center & Escalation Handling Benefits & Insurance Verification Dispute & Fraud Resolution Account Management Team Training & Supervision Microsoft Office, Salesforce, OnBase, Pacer, Docutrak, Caretend

Experience

Biomatrix – Pharmacy Technician 2019 – Present

Serve as first point of contact for patients, addressing inquiries with professionalism and empathy.

Conduct benefits investigations to verify insurance coverage and resolve patient access issues.

Act as liaison between patients, pharmacists, and internal departments to ensure timely service.

Update and manage treatment plan statuses in internal and external systems.

TransUnion – Customer Service Supervisor 2012 – 2018

Supervised and trained a team of support associates, monitoring performance and improving service delivery.

Handled escalated calls, fraud files, and sensitive consumer requests with discretion and accuracy.

Responded promptly to customer inquiries via phone, email, and Salesforce, ensuring resolution.

Maintained and updated confidential documents to support compliance and accuracy.

Ridley Sports Club – Receptionist 2010 – 2014

Provided front-line service to members, managing appointments and handling membership changes.

Drafted and processed membership contracts and cancellations.

Assisted in delivering positive member experiences through responsive support.

Electronic Security Corporation – Administrative Assistant 2002 – 2009

Handled daily communications with clients and vendors, including calls, emails, and scheduling.

Assisted executives and sales staff with contracts, billing, and collections.

Coordinated meetings, events, and travel to support company operations.

Managed municipal filings and office documentation to ensure compliance.

Education

Delaware County Community College 2010 – 2012

Archbishop Prendergast High School Graduate

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