Customer Service Representative

Jessica Singleton

Customer Service Representative

Baltimore, MD 21215

Email: ******************@*****.*** Phone: 443-***-****

Professional Summary

Motivated and dependable Customer Service Representative with 6+ years of experience in fast-paced environments, including healthcare, retail, call centers, and warehouse operations. Skilled in handling high call volumes, resolving customer concerns with empathy, and maintaining professionalism under pressure. Recognized for strong phone etiquette, problem-solving abilities, and exceeding performance goals.

Customer Service Experience

Customer Service Representative

MedStar Health – Baltimore, MD

February 2022 – January 2024

• Assisted patients and families with appointment scheduling, insurance verification, and billing inquiries while ensuring compliance with HIPAA regulations.

• Handled a high volume of inbound calls, resolving concerns with empathy and professionalism.

• Collaborated with nurses, doctors, and administrative staff to streamline communication and improve patient satisfaction.

• Accurately documented patient interactions and maintained confidential records in electronic health systems.

• Provided clear instructions to patients regarding medications, follow-up care, and company policies.

Customer Service Representative

COPS Monitoring – Hunt Valley, MD

July 2017 – January 2022

• Answered and managed 90+ inbound calls daily with professionalism and efficiency.

• Verified customer identities and provided assistance in urgent alarm situations to ensure safety.

• Documented all interactions accurately and escalated cases as necessary to law enforcement or technical teams.

• Resolved customer concerns with patience and empathy, improving customer satisfaction ratings.

• Notified alarm company of faulty equipment and coordinated solutions to reduce repeat issues.

Cashier / Customer Service

Rite Aid – Baltimore, MD

April 2022 – May 2023

• Assisted customers with purchases, returns, and inquiries while maintaining a friendly and helpful attitude.

• Handled cash, credit card transactions, and balanced drawers with accuracy.

• Supported store operations with stocking, merchandising, and inventory management.

Additional Work Experience

Warehouse Worker

Amazon Warehouse – Dundalk, MD

March 2021 – July 2022

• Shipping, receiving, and inventory management.

Inventory Control Specialist

FedEx – York, PA

November 2018 – December 2020

• Counted merchandise, picked, packed, and processed shipping/receiving.

Education

High School or Equivalent

Skills

• Customer Service & Conflict Resolution

• Cash Handling & Credit Card Processing

• Phone Etiquette & Multi-line Phone Systems

• Inventory & Order Processing

• Team Collaboration & Leadership

• Dependable, Organized, and Energetic

Certifications

CPR / First Aid / AED – Present

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