Customer Service Representative

Charlesetta Curtis

Mesquite, TX

Summary:

IT Professional with extensive experience in systems support and customer service, recognized for exceptional multitasking, prioritization, and time management skills.

Continuously stays current with the latest advancements in the IT field and excels in handling high call volumes, providing customer support and training.

Specializes as an IT Systems Support Specialist and Customer Service Representative, with a proven ability to work independently and collaboratively.

In my most recent role, implemented process improvements that reduced trouble-ticket response times by 45%, significantly increasing client satisfaction.

Skills:

Hardware & Devices: Advanced user of Dell, HP, Toshiba, and Mac computers; iPads; HP, Konica, and Dell printers (network/local); Android, iOS, and Windows smartphones.

Operating Systems: Windows 7/8/10, Windows NT, Windows Server 2003; UNIX.

Networking: TCP/IP, DNS, DHCP, WINS, network monitoring; Cisco VPN.

Applications & Platforms: Citrix Workplace, Microsoft 365 Suite (Word, Excel, PowerPoint, Outlook), Zoom, WebEx, Oracle.

Microsoft Technologies: Microsoft Cloud/Azure; Microsoft Exchange (licensing F1, E3, group policies, software/maintenance); Active Directory Security Administration; planning, implementation, and troubleshooting Windows servers; migration/deployment team support.

Security & Access: OKTA MFA (assigning apps, groups, account verification); Remote Desktop Support; Alloy Incident Management; initiating emergency/situation management.

Browsers: Internet Explorer, Firefox, Google Chrome, Safari, including programs ServiceNow, Remedy and PeopleSoft.

Other IT Functions: Dispatching new/replacement equipment (IMAC), benefits verification systems, and healthcare platforms.

Education:

Computer Information Systems

Associate’s degree Dallas College, Dallas, TX

Business

Associate’s degree Dallas College, Dallas, TX

Certifications and Licenses:

Microsoft Certified Professional

Dallas County Comm College District - Richland

Professional Experience:

Primerica – New York City, NY November 2024 – May 2025

Treasury Customer Care Specialist – Transfer Agency (Remote)

•Provided expert guidance on complex customer service issues related to life & health insurance, retirement, and investment products.

•Maintained high customer satisfaction by clarifying client needs and resolving inquiries with minimal escalations.

•Documented all customer interactions thoroughly while collaborating with cross-functional teams to fulfill requests.

•Represented Primerica with professionalism, consistently exceeding performance metrics and enhancing customer relationships.

TCS / Transamerica – Plano, TX May 2023 – July 2024

Process Analyst (Remote)

•Delivered information and support on a variety of complex customer service issues requiring knowledge of life & health insurance, retirement, annuity, and investment products.

•Communicated with customers regarding service requests or problems; documented, evaluated, and resolved inquiries.

•Maintained a high level of customer satisfaction by clarifying client needs and ensuring resolution with minimal escalations.

•Thoroughly documented all contacts while coordinating with other departments to complete requests.

•Represented Transamerica with professionalism and consistently met or exceeded departmental performance metrics.

PrideStaff – Addison, TX August 2020 – January 2023

Customer Service Representative (Remote)

•Delivered exceptional customer service in a fast-paced dispatch and call center environment, demonstrating strong multitasking skills while adhering to all company policies.

•Utilized Servigistics and Oracle to create service tickets and efficiently dispatch work orders via email and phone to appropriate technicians.

•Ensured high customer satisfaction by accurately identifying client needs and delivering timely solutions.

•Analyzed GPS data, service contracts, and repair volume to determine optimal dispatch decisions aligned with client agreements.

•Communicated clearly and professionally, resolving issues quickly, prioritizing tasks effectively, and following up to ensure customer inquiries were addressed.

Adecco – Waco, TX July 2020 – August 2021

Customer Service Representative (Remote)

•Notified individuals of potential COVID-19 (SARS-CoV-2) exposure; addressed concerns, answered questions, monitored symptoms, and assessed patient needs for additional services and care.

•Ensured strict adherence to patient confidentiality and HIPAA regulations while conducting case interviews and contact tracing.

•Managed high volumes of inbound and outbound calls, texts, and emails to provide timely and accurate information.

•Conducted contact tracing without disclosing patient identities, maintaining professionalism and compassion.

•Clearly explained complex medical terms and public-health principles (infection timelines, testing types, prevention measures) in understandable language to diverse audiences.

The Freeman Company – Dallas, TX October 2011 – January 2019

IT Analyst / Computer User Support Specialist (Hybrid)

•Delivered timely responses and resolutions to customer IT problems and requests, collaborating closely with project teams and specialists to meet requirements.

•Performed Exchange administration, including creation and management of mailboxes, distribution lists, and public folders.

•Administered Active Directory by creating and modifying user accounts, security groups, and distribution lists to protect proprietary information and support onboarding.

•Installed and performed minor repairs on hardware, software, and peripheral equipment according to design or installation specifications.

•Implemented, troubleshot, and maintained IT systems and applications to ensure optimal performance and reliability.

Additional Information:

Extensive experience working with Medicaid, Medicare, and Managed Care programs, including benefit proposals, plan administration, and benefits verification. Skilled at navigating complex regulations, coordinating with providers and payers, and ensuring compliance while delivering exceptional service to members and stakeholders.

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