Remote Customer Support & Security Specialist

Essence Thomas

Remote Customer Support Security & Monitoring Support

Arlington, TX 817-***-**** ***************@*****.*** Professional Summary

Reliable and detail-oriented remote customer support professional with experience in high-volume inbound calls, accurate documentation, and compliance-driven environments. Background in healthcare support and Texas-licensed insurance adjusting, bringing strong risk awareness, incident reporting skills, and the ability to remain calm and professional during urgent or sensitive situations.

Professional Experience

Certified Nursing Assistant (CNA) — Current Employer Sept 2025 – Present Provide direct patient care while following strict safety protocols. Accurately document patient observations, respond calmly to time-sensitive needs, communicate with nursing staff, and maintain confidentiality. Customer Service Representative (Remote) — McKesson Oct 2023 – Dec 2024 Handled high-volume inbound calls, documented interactions accurately, assisted with scheduling and program enrollment, and utilized Microsoft Word, Excel, Outlook, and internal systems while maintaining compliance and professionalism. Sales Associate / Customer Support — Sherwin-Williams Dec 2022 – Sept 2023 Assisted customers in person and over the phone, followed company procedures, de-escalated concerns, and collaborated with team members to meet service goals.

Certified Nursing Assistant (CNA) — Home Healthcare LLC Mar 2021 – Apr 2022 Assisted patients with daily living activities, monitored and documented vital signs, followed safety protocols, and maintained professionalism in urgent situations.

Independent Business Owner — Self-Employed 2018 – Present Managed client scheduling, communication, payments, and confidentiality while demonstrating accountability and strong customer service.

Education & Certifications

Texas Licensed Insurance Adjuster — State of Texas Certified January 26, 2025 Certified Nursing Assistant (CNA) — Integrity, Arlington, TX 2025 High School Diploma — Jonesboro High School, AR 2016 Skills

Inbound Call Handling • Accurate Documentation • Emergency & Incident Response • Policy Compliance • Risk Awareness • Calm Under Pressure • Multitasking • Microsoft Word, Excel, Outlook • Confidentiality

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