Customer-Focused Remote Support Professional
Resume:
Customer Service Representative (Remote)
Assisted members with scheduling transportation for medical and essential appointments.
Followed health plan and state protocols to determine coverage eligibility.
Coordinated with health plans and transportation providers for approvals and scheduling.
Handled escalated calls and collaborated with supervisors as needed. Maintained accurate documentation for all member interactions. Met daily performance goals including call volume and resolution rates.
Delivered professional, empathetic service to ensure member satisfaction.
Intoxalock Ignition - January 2018 to November 2021 Customer Service Representative
Handled high-volume inbound calls from clients mandated to install ignition interlock devices.
Assisted members with complaints, troubleshooting, and questions related to their court-ordered devices.
Ensured compliance with state laws, court mandates, and insurance requirements for each case.
Escalated complex or sensitive issues to supervisors when appropriate.
Maintained a courteous and professional demeanor in all interactions.
Followed strict protocol and legal guidelines based on each member’s state and court orders.
Accurately documented all calls and actions taken in member records.
Savannah Technical College
Studied in Secretarial + Medical
office field
Trained in administrative support,
appointment scheduling, and handling
of confidential medical records in
compliance with HIPAA guidelines.
SKILLS
Customer Service & Call Handling
Health Plan & State Protocol
Knowledge
Non-Emergency Medical
Transportation Coordination
Escalation Resolution
Documentation & Data Entry
First-Call Resolution Focus
Communication & Interpersonal
Skills
Michele Vohs
SUMMARY
EDUCATION WORK EXPERIENCE
Dedicated and empathetic customer service professional with experience in fast-paced call center environments, specializing in coordinating non-emergency medical transportation. Skilled at managing high call volumes, resolving member issues efficiently, and adhering to strict healthcare protocols and regulations. Proven track record of delivering first-call resolutions and ensuring member satisfaction through compassionate and knowledgeable service. Access2Care - January 2022 to October 2024
************@*****.***
2535 Camelot Dr, Urbandale, IA
Windsor Forest High School
Savannah, Georgia
1984-1987
OTHER EXPERIENCE
Mass Market - Customer Service
Dollar General - Cashier/Stocker
Walgreens - Shift Leader
Whylie Eyecare - Sales Associate
America’s Best Contacts and Eye
Glasses - Optician/Sales Associate
Eye Glass World - Optician/Sales
Associate
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