Customer Service Representative - Healthcare Focused Professional

Melissa Berry

Millington, TN

**************@*****.*** 901-***-****

LinkedIn: Melissa Berry

Professional Summary

Dedicated and personable Customer Service Representative with over 3 years of experience providing top-tier support in fast-paced call center and healthcare environments. Skilled at resolving customer concerns, managing high call volumes, and delivering accurate information with professionalism and empathy. Adept at using CRM systems, documenting interactions, and meeting performance metrics such as first-call resolution, call quality, and customer satisfaction scores. Strong ability to build rapport, multitask, and adapt to remote work technologies.

Core Skills

• Customer Relationship Management (CRM)

• Call Center Operations (Inbound/Outbound)

• Remote Work Tools (Zoom, Teams, Slack)

• Order Processing & Data Entry

• Healthcare & Prescription Support

• Conflict Resolution & Problem-Solving

• Strong Written & Verbal Communication

• Time Management & Organization

• Multitasking in High-Volume Environments

• HIPAA & Confidential Information Handling

Professional Experience

Teleperformance USA – Remote

Customer Service Representative Mar 2021 – Dec 2023

- Assisted patients with setting up prescription orders, updating demographic information, and utilizing co-pay assistance programs.

- Handled 50+ inbound calls daily while maintaining a high level of professionalism and empathy.

- Resolved complex patient concerns, ensuring first-call resolution whenever possible.

- Processed sensitive information in compliance with HIPAA and company policies.

- Documented all interactions accurately in CRM systems, reducing repeat calls and improving workflow efficiency.

- Collaborated with team members and supervisors to meet department goals for call quality, average handle time, and customer satisfaction.

Where The Heart Is, Inc. – Memphis, TN

CNA / Caregiver 2009 – 2018

- Provided compassionate care for elderly and disabled clients, including daily living assistance, housekeeping, meal preparation, and transportation.

- Communicated effectively with clients and families to ensure personalized care.

- Maintained accurate records of patient needs and services provided.

- Strengthened interpersonal and customer service skills through daily client interaction.

Education & Certifications

Career Academy – Memphis, TN

CNA Certification 2009 – 2010

East Aurora High School – Aurora, IL

High School Diploma 2000

Technical Proficiencies

• CRM Software (Salesforce, Zendesk, proprietary systems)

• Microsoft Office Suite (Word, Excel, Outlook)

• Remote Communication Tools (Zoom, Microsoft Teams, Slack)

• Data Entry & Documentation Systems

Achievements

- Consistently exceeded customer satisfaction targets at Teleperformance, contributing to team recognition for service excellence.

- Recognized for empathy and active listening skills, resulting in improved customer loyalty and trust.

- Successfully transitioned to a fully remote role, maintaining productivity and exceeding expectations.

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