Customer Service Data Entry

LaTonya Cruse

779-***-**** **********@*****.*** Rockford, IL 61101

SKILLS

Customer Service &

Communication

• Empathetic and

professional client

interaction

• Conflict resolution and de-

escalation

• Phone, email, and chat-

based support

Remote & Technical

Proficiency

• Microsoft 365, Google

Workspace, Zoom, Teams,

Slack

• CRM systems (Salesforce,

RingCentral, Freshdesk)

• Data entry and

documentation accuracy

Healthcare & Compliance

• HIPAA-compliant

communication

• Patient coordination and

scheduling

• Confidential record

management

Core Strengths

• Problem-solving and

multitasking

• Time management and

self-motivation

• Team collaboration across

time zones

PROFESSIONAL SUMMARY

Empathetic and results-driven Customer Service & Healthcare Support Professional with 20+ years of experience delivering compassionate, efficient, and compliant care in both onsite and remote environments. Skilled in communication, documentation, and problem- solving across phone, email, and chat platforms. Proven ability to de-escalate concerns, resolve client issues, and maintain confidentiality under HIPAA and organizational standards. Seeking a Remote Customer Service or Patient-Support role where I can combine strong interpersonal skills with healthcare and administrative expertise. WORK HISTORY

July 2024 - Current

Mental Health Professional, Stepping Stones Group, Rockford, IL July 2022 - January 2024

CNA, Heritage Woods of South Elgin, South Elgin, IL June 2022 - October 2023

Patient Care Technician, UW Health, Rockford, IL

September 2015 - March 2022

Program Director, Sevita Health, Janesville, WI

• Deliver compassionate, client-focused support both in person and via telehealth sessions.

• Respond to client inquiries and concerns promptly with empathy and professionalism.

• Maintain detailed, HIPAA-compliant documentation in digital health records. Collaborate with multidisciplinary teams to ensure consistent communication and service quality.

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• De-escalate emotional situations and provide appropriate crisis resources when needed.

• Ensure timely follow-up to strengthen client trust and satisfaction. Provided attentive, respectful support to over 20 residents daily, ensuring comfort and satisfaction.

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• Maintained accurate, confidential records and reported concerns to care teams. Built strong rapport with patients, families, and staff to improve communication and outcomes.

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• Trained new employees on communication etiquette and safety protocols. Assisted patients and families by explaining procedures and addressing concerns with clarity and care.

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• Documented and updated patient data in electronic systems with precision.

• Collaborated with clinical staff to solve scheduling and patient-flow issues efficiently.

• Consistently recognized for calm communication and reliable remote coordination.

• Deliver compassionate, client-focused support both in person and via telehealth sessions.

• Respond to client inquiries and concerns promptly with empathy and professionalism. L

• Maintain detailed, HIPAA-compliant documentation in digital health records. Collaborate with multidisciplinary teams to ensure consistent communication and service quality.

•

• De-escalate emotional situations and provide appropriate crisis resources when needed.

• Ensure timely follow-up to strengthen client trust and satisfaction. EDUCATION

Associate Of Science, Healthcare Management

Ultimate Medical Academy, Clearwater, FL

June 1997

General Studies

Auburn High School, Rockford IL

ACCOMPLISHMENTS

Recognized for outstanding client communication and empathy, contributing to higher satisfaction and retention rates in both clinical and administrative roles.

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CERTIFICATES AND CLINICAL BACKGROUND

• Certified Nursing Assistant (CNA) — Illinois

• EKG Technician — Certified in cardiac rhythm monitoring and patient support

• Basic Respiratory Care — Training in patient comfort and respiratory observation

• Occupational Rehab Assistant — Background in care coordination and recovery support

• HIPAA Compliance & Patient Confidentiality (2024 refresher)

• Remote Work Foundations — Communication & Productivity REMOTE WORK HIGHLIGHTS

Skilled in managing client communication through virtual platforms including Zoom, Teams, and RingCentral.

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Experienced in working independently with minimal supervision while meeting deadlines and quality standards.

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• Strong written communication skills used in chat, email, and documentation environments.

Contact this candidate