Customer Service & Call Center Specialist
Resume:
Lawanda Hunter
Fort Worth, TX
817-***-**** ️ ***************@*****.***
PROFESSIONAL SUMMARY
Customer Service and Call Center Professional with 10+ years of experience supporting high-volume inbound call environments. Proven ability to resolve customer concerns efficiently, manage multi-line phone systems, document interactions accurately in CRM platforms, and deliver professional, empathetic service. Known for reliability, strong communication skills, and consistent performance in fast-paced settings.
CORE SKILLS
Customer Service & Call Center Operations Telecommuting
Inbound & Outbound Calls
Multi-Line Phone Systems
CRM Systems & Data Entry
Call Documentation & Records Management
Conflict Resolution
Scheduling & Coordination
Professional Verbal Communication
Time Management
Fast & Accurate Typing
PROFESSIONAL EXPERIENCE
Customer service rep
JPS Fort Worth, TX
01/2020 – 12/2025
Managed multi-line phone systems with high volume calls
Assisted customers with inquiries, concerns, and service requests while maintaining professionalism Screens all incoming patient inquires (through phone, or potentially my chart) Achieved timely resolution of customer issues to support satisfaction and first-call resolution goals keeping all patients satisfied helping choose what’s best for them
Achieving timely resolution of customer issues to support satisfaction and first-call resolution goals keeping all patients satisfied helping choose what’s best for them initiates requests for forms, letters, medication renewals, referrals, prior authorizations, and other administrative needs submitted by patients following standard work determined by service line including answers to any corresponding questions Achieved timely resolution of customer issues to support satisfaction and first-call resolution goals keeping all patients satisfied helping choose what’s best for them
Customer Service Representative
Silverleaf Fort Worth, TX
02/2016 – 03/2020
Assisted customers with order processing and account inquiries, ensuring accuracy and timeliness
Resolved product and service questions while maintaining service quality standards
Utilized CRM systems to track customer interactions and update records
Collaborated with internal teams to streamline service processes and reduce escalations
Sales Associate (Seasonal / Part-Time)
Amazon Fort Worth, TX
04/2015 – 06/2018
Provided customer assistance through product knowledge and service support
Processed sales transactions accurately in compliance with company policies
Supported promotional initiatives and customer feedback collection
Shift Manager
Sonic Drive-In Fort Worth, TX
01/2006 – 02/2014
Supervised daily operations to ensure efficient service delivery
Coordinated staff scheduling to meet peak service demands
Monitored performance metrics and coached team members
Managed inventory controls to reduce waste and maintain stock levels
EDUCATION
Arizona College of Nursing – Fort Worth, TX (Online)
Nursing Program — Currently Enrolled
Lawanda Hunter
Fort Worth, TX
817-***-**** ️ ***************@*****.***
PROFESSIONAL SUMMARY
Patient-focused Customer Service Professional with extensive experience in high-volume call environments and strong interest in healthcare operations. Skilled in-patient communication, scheduling coordination, accurate documentation, and HIPAA-conscious customer interactions. Currently enrolled in a nursing program, bringing a healthcare-focused mindset to patient access and support roles.
CORE SKILLS
Patient Access & Scheduling
Healthcare Customer Service
Inbound Call Management
HIPAA-Conscious Communication
CRM & Electronic Documentation
Appointment Coordination
Insurance & Account Inquiry Support
Conflict Resolution
Professional Communication
RELEVANT EXPERIENCE
Telephone Operator
Teleperformance Fort Worth, TX
01/2020 – 12/2025
Served as first point of contact for high-volume inbound calls
Assisted callers with scheduling needs, service inquiries, and issue resolution
Maintained accurate documentation of interactions in electronic systems
Ensured professional, calm, and empathetic communication with diverse populations
Supported operational workflows through scheduling coordination
Customer Service Representative
Silverleaf Fort Worth, TX
02/2016 – 03/2020
Assisted customers with account and service inquiries in a structured service environment
Documented interactions and updates accurately in CRM systems
Collaborated with internal teams to resolve issues efficiently
Maintained confidentiality and professionalism in all communications
Shift Manager
Sonic Drive-In Fort Worth, TX
01/2006 – 02/2014
Led staff while maintaining service quality and compliance standards
Coordinated schedules and managed workflow efficiency
Addressed customer concerns promptly and professionally
EDUCATION
Arizona College of Nursing – Fort Worth, TX (Online)
Nursing Program — Currently Enrolled
Dear Hiring Manager,
I am writing to express my interest in the [Teleperformance] position with [UnitedHealth]. With over ten years of experience in customer service and call center environments, I bring a strong background in professional communication, issue resolution, and accurate documentation within fast-paced settings.
Throughout my career, I have supported high-volume inbound calls, assisted customers with a wide range of inquiries, and consistently maintained detailed and accurate records using CRM systems. I am known for my reliability, strong work ethic, and ability to remain calm and professional while handling complex or sensitive situations.
In addition to my professional experience, I am currently enrolled in a nursing program, which has strengthened my interest in healthcare-focused roles and reinforced the importance of empathy, confidentiality, and clear communication. I am eager to bring these skills to your team and contribute to positive customer and ACD) call center patient experiences.
I would welcome the opportunity to further discuss how my skills and experience align with your needs. Thank you for your time and consideration.
Sincerely,
Lawanda Hunter
️ ***************@*****.***
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