Customer Experience Specialist with 5+ Years Experience

Hope Fountain

Athens, GA 762-***-**** **************@*****.***

Professional Summary

Customer Experience Specialist with 5+ years of proven expertise in delivering empathetic, solution-oriented service across healthcare, call center, warehouse, and remote support environments. Skilled in conflict resolution, sales enablement, process optimization, and CRM systems. Adept at leveraging strong communication, time management, and technology tools to drive customer satisfaction, loyalty, and operational efficiency. Personable and adaptable team player committed to enhancing the customer journey and supporting organizational success.

Core Competencies

• Customer Experience & Retention

• CRM & Ticketing Systems (Salesforce, Zendesk, proprietary CRMs)

• Conflict Resolution & Problem Solving

• Order Fulfillment & Inventory Accuracy

• Remote & Call Center Operations

• Medical Billing & Insurance Claims Processing

• Microsoft Office Suite, Google Workspace, SharePoint

• Time Management & Productivity Optimization

• Cross-Functional Collaboration

• Active listening

• Computer proficiency

Professional Experience

Customer Service Representative Conduent ( US, Remote ) Sep 2025 - Current

● Correct/update customer information accurately as needed to ensure current and reliable records.

● Address customer complaints effectively, offering suitable solutions and alternatives to ensure swift resolution and customer satisfaction.

● Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

● Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Home Health Aide Total Health Care Sep 2023 – Sept 2025

● Deliver compassionate patient-centered care, assisting clients with personal hygiene, grooming, and mobility support.

● Manage medication reminders and provide safe transportation to medical and social appointments.

● Perform light housekeeping, meal preparation, and ensure a secure living environment to promote quality of life.

Call Center Representative Telnet Communication Apr 2023 – Jul 2023

● Conducted high-volume outbound sales calls and scheduled appointments with business decision-makers.

● Utilized CRM systems to log activities, qualify leads, and track customer interactions.

● Resolved inquiries using knowledge bases, ensuring quick turnaround and positive customer engagement.

● Identified cross-sell and upsell opportunities, recommending products and services to match client needs.

● Managed call queues efficiently, prioritizing urgent requests while maintaining service standards.

Inventory Selection Clerk McLane Nov 2021 – Jan 2023

● Executed order picking and packaging with 99% accuracy using warehouse management systems (WMS).

● Performed quality control checks, monitored inventory levels, and maintained accurate records of stock movements.

● Achieved daily and hourly productivity targets while maintaining safety and compliance standards.

● Ensured proper labeling, packaging, and loading of shipments to meet customer expectations.

Independent Contractor – Remote Customer Service Representative Omni Interactions Oct 2020 – Nov 2021

● Provided omni-channel customer service (phone, chat, email, ticketing) for Fortune 500 clients.

● Documented interactions in multiple business systems while maintaining accuracy and compliance.

● Resolved escalated issues related to billing, orders, and account management with professionalism.

● Collaborated virtually with cross-functional teams to ensure timely delivery of products and services.

Remote Medical Billing Representative Jan 2016 – Sep 2019

● Processed claims, reconciled accounts, and prepared appeals for denied insurance claims.

● Verified and posted transactions in accounting ledgers to ensure financial accuracy.

● Served as liaison between patients, billing staff, and insurance providers to resolve discrepancies.

● Ensured HIPAA compliance while handling sensitive patient and billing information. Education

High School Diploma

Georgia Tech in Business Administration - August 2015 - March 2018

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