Customer Service Specialist with 5+ Years Experience

Name: Leitha Simione Tessa Tameze

Email: ****************@*****.***

Phone: 310-***-****

City and State: Fort worth, Texas

Address: **** ******* **, *** *****

Zip Code: 76106

Supplier Audit & Assessment Skills:

Call Center/Customer Service Experience: 5+ years

Healthcare Industry Experience: 2+ years

Sales Experience: 1+ years

Number of Calls: 60 to 80 Calls per day

Typing Speed: Approximately 40+ WPM

Shift Availability: Available 24/7 including weekends Separate Space to Work: Yes

Service Provider & Internet Type (Cable/Fiber): Spectrum Internet Speed: 200+ MBPS upload and 20+ MBPS download Vacation Plan: None

Summary:

Highly skilled Customer Service Specialist with 5+ years of experience achieving service excellence, improving customer satisfaction, and resolving high-volume inquiries with efficiency and professionalism. Adept at managing escalations, documenting interactions using CRM systems, and communicating effectively with diverse customers. Recognized for consistently exceeding service metrics through empathy, active listening, and solution-focused support. Committed to contributing value and enhancing customer loyalty in every interaction.

Professional Experience:

Company: WTW

Role: Application Customer Service Representative

(November 2024 - May 2025)

Responsibilities:

• Delivered empathetic, professional frontline support to customers, ensuring a positive user experience and high satisfaction across all interactions.

• Guided clients through the full application process for benefits and insurance programs, ensuring accuracy, compliance, and clear understanding of requirements.

• Provided detailed explanations of policy updates, coverage options, and system procedures to help customers make informed decisions.

• Assisted users with troubleshooting login difficulties, password resets, access errors, and navigation issues across WTW’s online platforms.

• Responded promptly to inquiries via phone, email, and live chat while consistently meeting or exceeding service-level agreements (SLAs).

• Collaborated with IT, policy, and operations teams to resolve complex customer issues and ensure seamless end-to-end support.

• Documented customer interactions, escalations, and resolutions in internal CRM tools to maintain accurate records and continuity of service.

• Identified recurring system issues and contributed improvement suggestions to enhance platform functionality and user experience.

• Maintained strict adherence to data security and privacy protocols while handling sensitive client information.

Company: Duke Health

Role: Customer Care Representative

(August 2022 - July 2024)

Responsibilities:

• Provided frontline support to patients and visitors, delivering clear communication, empathy, and a positive service experience.

• Handled patient inquiries in person, by phone, email, or online platforms, offering accurate information on services, appointments, billing, insurance, and clinic procedures.

• Managed patient check-ins/check-outs, schedule appointments, coordinate follow-ups, and ensure smooth clinic flow.

• Verified patient insurance coverage, process payments or copays, and assist with billing or authorization issues.

• Maintained and updated patient records, registration details, and demographic information while ensuring full compliance with privacy and data-security policies.

• Addressed patient concerns, complaints, or grievances, document incidents, and work toward timely, effective resolution.

• Collaborated with clinical staff, insurance providers, and internal departments to resolve complex issues and support coordinated patient care.

• Provided clear explanations of hospital policies, patient rights/responsibilities, insurance obligations, and registration procedures.

• Tracked and documented customer-service interactions, trends, and issues in internal systems to support quality-improvement efforts.

• Identified recurring service or system problems and share feedback to help enhance processes, workflow, and patient satisfaction.

Company: Ken Garff Automotive Group

Role: Customer Service Representative

(January 2020 - May 2022)

Responsibilities:

• Provided professional support to customers through phone, email, and chat, providing timely and accurate information about our products and services

• Listened carefully to customer inquiries and concerns, asked clarifying questions, and resolved issues or directed customers to the appropriate department.

• Scheduled and managed customer appointments for vehicle service, test drives, lease returns, and other dealership needs.

• Explained service procedures, purchase and lease processes, and dealership policies to customers in a clear and helpful manner.

• Followed up with customers regarding required documentation, appointment updates, service status, and next steps.

• Maintained accurate customer records, documented interactions, and updated internal systems to ensure smooth workflow.

• Collaborated with sales, service, and administrative teams to support seamless customer service and efficient resolution of issues.

• Identified recurring customer concerns and workflow gaps, and recommended improvements to enhance service efficiency.

Education:

Institution: University of Dschang

Degree: BSC in Geography

(October 2010 – July 2013)

Skills & Competencies:

• Skilled in using CRM and ticketing tools such as Genesys, RingCentral, Aerial, Workday, Pega, Oracle, and InContact.

• Strong communication and people skills, able to interact clearly and politely with all types of customers.

• Great at solving problems, analyzing issues, and finding quick, effective solutions.

• Able to stay focused and productive in a fast-paced, high-pressure environment.

• Patient, empathetic, and supportive when helping customers with concerns or frustrations.

• Flexible and adaptable when handling different customer needs and situations.

• Familiar with health insurance plans, benefits, and coverage processes.

• Careful with confidential information and committed to protecting privacy at all times.

• Well-organized with strong time-management skills to handle multiple tasks. Languages:

Fluent in

• English

• French

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