Remote Customer Service & Appointment Scheduler Specialist

KIMBERLY HEDRICK

Remote Customer Service Representative Appointment Scheduler

Charlotte, NC

! 704-***-**** **********@*****.***

PROFESSIONAL SUMMARY

Results-driven remote customer service and appointment scheduling professional with 8+ years of experience supporting customers via phone and email in healthcare and service environments. Proven ability to manage high-volume inbound calls, accurately schedule appointments, resolve customer concerns, and maintain detailed documentation while working from home. Consistently meets quality, productivity, and attendance metrics.

CORE COMPETENCIES (ATS KEYWORDS)

Remote Customer Support • Appointment Scheduling • Call Center Operations Inbound Calls • High-Volume Call Handling • Customer Inquiry Resolution Healthcare Scheduling • Data Entry & Documentation • CRM Systems HIPAA-Aware Communication • De-escalation • Time Management Multitasking • Attendance & Productivity Metrics

PROFESSIONAL EXPERIENCE

Families Beyond Home Care — Remote

Appointment Scheduler Oct 2023 – Oct 2024

• Scheduled, confirmed, and rescheduled appointments for multiple clients daily via phone and email.

• Handled high call volume while maintaining accuracy and professionalism.

• Reduced scheduling conflicts and missed appointments through precise calendar management.

• Provided clear, empathetic communication to support patient and customer satisfaction.

GDCC Interview Survey — Remote

Customer Service Representative (Overnight) Apr 2023 – Oct 2023

• Managed inbound customer calls in a fully remote environment.

• Followed scripted workflows to ensure compliance and consistent service delivery.

• Documented customer feedback and escalated issues appropriately.

• Maintained strong attendance and productivity in overnight shifts. RBS — Remote

Customer Service Representative Sept 2019 – Apr 2022

• Handled 50+ inbound calls per shift addressing orders, returns, and account inquiries.

• Met or exceeded quality and performance benchmarks in a work-from- home call center.

• Demonstrated excellent verbal and written communication skills with diverse customers.

Safe Havens Home Health — Charlotte, NC

Private Care Aide June 2021 – Present

• Coordinated medical appointments, transportation, and daily schedules for multiple clients.

• Communicated regularly with families to provide updates and resolve concerns.

• Maintained accurate documentation in compliance with healthcare standards.

Piedmont Airlines — Charlotte, NC

Gate Agent Sept 2023 – Dec 2023

• Delivered customer service in a fast-paced, deadline-driven environment.

• Resolved customer issues quickly while adhering to company policies.

• Processed ticket changes, cancellations, and boarding documentation accurately.

EDUCATION

GED — Bluefield State College, Bluefield, WV

REFERENCES

Available upon request

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