Customer Service Representative
Resume:
Ateshia Craig
Customer Service Representative
Customer Service Representative
Concentrix
Remote
Sep 2025 - Present
Experience
Provided comprehensive support to patients navigating virtual care services and resources.
Facilitated communication between patients and healthcare providers to ensure timely and effective care.
Maintained accurate records of patient interactions and care recommendations using electronic health record (EHR) systems. Was precise in entering data to manage and document every interaction with precision.
Coordinated with IT specialists to troubleshoot technical issues experienced by patients during virtual visits.
Delivered exceptional customer service through web, email, and chat channels, ensuring timely responses to customer inquiries. Utilized CRM software to track customer interactions and follow up on unresolved issues, and escalating to the next tier when necessary. Use workplace platforms such as Slack to collaborate with other team members and to escalate issues quickly.
Strictly adhered to HIPPA guidelines in all interactions. Customer Service Representative (seasonal)
Dexian
Remote
Dec 2024 - Apr 2025
Assisted in the preparation of tax documentation for clients, ensuring accuracy and compliance with regulations.
Provided exceptional customer service through web chat and email channels, addressing inquiries and resolving issues in a timely manner. Employed active listening skills to understand customer needs and provide tailored solutions effectively.
Researched and resolved escalated customer issues, demonstrating strong problem-solving abilities.
Provided support during peak tax season, adapting to high-pressure environments while maintaining service quality.
Maintained detailed records of customer interactions and transactions, ensuring data integrity and compliance.
Collaborated with IT teams to troubleshoot technical issues related to tax software, ensuring minimal disruption to service.
Participated in daily "huddles" and weekly team meetings to advance collaboration and communication between colleagues so we behave as "one team"
Utilized remote technologies such as "SmarLook" to remotely guide consumers to problem solve and troubleshoot through TurboTax software platform.
Summary
Empathetic service professional with a
proven ability to enhance customer
satisfaction through effective multi-
disciplinary communication and
problem-solving skills. I leverage
technology to streamline service
operations and maintain accurate
records while still significantly
improving response times. Highly
skilled at managing high-volume
inquiries while consistently meeting
performance metrics resulting in high
CSAT and response times especially.
Excited to bring my expertise and
commitment to exceptional service to
become an integral part of your team.
Contact Info
*.**********@*****.***
Porter, TX, United States
Team Collaboration
Expert
Skills
Data Entry Accuracy
Expert
CRM Proficiency
Expert
Active Listening
Expert
Documentation
Management Expert
Multitasking
Expert
Multi-disciplinary
Communication Expert
MTM/Access2Care
Member Services Representative (Temp)
Remote
Dec 2024 - Feb 2025
Maintained accurate records of transportation schedules and patient information using industry-standard software.
Maintained compliance with HIPAA regulations in all patient interactions and documentation.
Utilized scheduling software to effectively manage transportation requests and monitor service performance.
Resolved client issues and complaints promptly to maintain high levels of customer satisfaction.
Coordinated special transportation requests, including non-emergency medical transportation services.
Facilitated communication between clients, drivers, and healthcare facilities to ensure timely pickups and drop-offs.
Customer Service Representative
Community Tax LLC
Remote
May 2024 - Oct 2024
Handled high-volume incoming calls and emails, consistently meeting performance metrics for response time and customer satisfaction. Resolved complaints and escalated issues when necessary, ensuring a seamless customer experience and maintaining brand loyalty. Provided personalized service by actively listening to customer needs and tailoring solutions accordingly.
Conducted follow-up communications with customers to ensure ongoing satisfaction and address any lingering concerns.
Liaised with external auditors to provide necessary documentation and explanations related to tax error resolutions.
Maintained accurate records of processed returns and client communications to support auditing and reporting requirements.
Successfully maintained a weekly quota of 50 returns to get our customers to tax compliance.
Intuit T urboTax
Customer Service Representative/Tax Associate
(seasonal)
Remote
Jan 2024 - Apr
2024
Utilized tax software to streamline data entry and enhance accuracy in tax return preparation.
Provided detailed explanations of tax regulations and updates to clients, fostering informed decision-making.
Researched complex tax issues and provided actionable recommendations to clients and team members.
Prepared and filed federal and state tax returns for individual and business clients, ensuring compliance with current tax laws and regulations. Managed customer service operations to achieve and maintain a 96% customer satisfaction score.
Reviewed financial statements and supporting documentation to accurately assess tax liabilities and optimize returns.
Researched and resolved complex tax issues, providing tailored solutions to diverse client scenarios.
Problem Solving
Expert
Technical Acumen
Expert
Accomplishments
Honor Roll at Southern New
Hampshire University 2024-2025
Employee of the Year Williams
Business & Tax 2017 - 2019
TurboTax 3 Spotlight awards and
$1700 performance bonus for 2023
tax season
Metal Health Suicide Prevention
Volunteer of the year 2022
Interests
"Rock the Babies" charity organizer
"Remember When" scrapbooking
team
Reading
Responded to high volumes of inquiries while maintaining a professional and courteous demeanor.
Utilized customer relationship management (CRM) software to track interactions and analyze customer feedback.
Managed daily communications through web chat and email to ensure timely and effective responses to customer inquiries. Patient Support Advocate
Assist Med
Conroe, US, United States
Dec 2022 - Aug 2023
Provided empathetic support to patients navigating healthcare challenges, resulting in improved patient satisfaction scores. Coordinated appointments and follow-ups, ensuring timely access to necessary medical services for patients.
Educated patients on healthcare resources and insurance options, enhancing their knowledge and decision-making capabilities.
Assisted in the resolution of patient inquiries and complaints, fostering a culture of care and responsiveness.
Maintained accurate and confidential patient records in compliance with HIPAA regulations.
Utilized electronic health record (EHR) systems to streamline patient information management and improve workflow efficiency. Customer Service Representative
Williams Business & Tax
Porter, US, United States
Jul 2014 - Dec 2020
Maintained accurate records of customer interactions in the CRM system, facilitating streamlined follow-ups and service improvements. Assisted in payroll preparation and distribution, ensuring accuracy and compliance with labor laws.
Performed data entry tasks with a high degree of accuracy to maintain financial integrity.
Processed invoices and payments in a timely manner, enhancing cash flow management.
Utilized accounting software, such as QuickBooks, to manage transactions and streamline bookkeeping processes.
Prepared and reviewed federal and state tax returns for individuals and corporations, ensuring accuracy and timely submission. Developed and maintained a knowledge base to improve response accuracy and customer satisfaction.
Managed and responded to customer inquiries via web chat and email, ensuring timely and effective communication.
Customer Service Representative
Craig's Total Care
Porter, US, United States
Jul 2009 - Dec 2020
Utilized CRM software to track customer interactions and feedback, contributing to data-driven improvements in service delivery. Actively listened to customer concerns and provided tailored solutions, leading to a 30% increase in customer retention rates.
Conducted follow-up calls to ensure customer satisfaction and gather insights for service enhancement.
Provided exceptional customer service by addressing client inquiries related to billing and payments.
Monitored key performance indicators related to billing accuracy and efficiency to drive improvements.
Managed daily operations of collection processes, ensuring timely follow-up on outstanding accounts.
Resolved customer inquiries and complaints related to collections, maintaining a high level of customer satisfaction. Managed communication between drivers and clients to ensure real-time updates and exceptional customer service.
Resolved conflicts and issues related to delivery schedules and routes, maintaining operational continuity.
Utilized dispatch management software to streamline operations and improve communication within the team.
Human Services - Bachelor's Degree
Southern New Hampshire University
2024 - 2027 Remote, United States
Education
Contact this candidate