Remote Call Center Administrative Specialist
Resume:
Tearia Jones
Fort Worth, TX *****
************@*****.***
Summary
Versatile and resourceful call center administrative professional with hands on experience in high-volume call management, call center software, and front desk operations. Known for professionalism, self-motivation, and the ability to multitask in fast- paced, remote roles with a focus on delivering efficient, empathetic service. Diligent at handling complex inquiries, indicating upselling opportunities, and maintaining precise documentation across multiple systems and channels. Brings a proactive approach to virtual workflow management, including client retention skills, virtual guided resolution support, data entry, and cross-functional communication. Motivated to apply a diverse skill set toward a long-term remote career, driven by a passion for continuous learning, growth, and meaningful contribution. Skills
-Zendesk -SQL -Microsoft Excel -Microsoft Office -Spreadsheets -Document Processing -Risk Management
-GoogleWorkspace -Independent Task Management -Typing -Billing & Invoicing -Accounts Receivable -Insurance Verification
-Jira -CRM Software -Client Retention -Help Desk -Technical Support -SLA -Five9 -Call Documentation -Fast ACW
-Self-motivation -Coachable -Remote Work -HIPPA Compliance -Upselling -ServiceNow -Salesforce -Outlook
-Research -Time Management -First Contact Resolution -Virtual Team Collaboration -Data Entry -Script Adherence
-Inbound/Outbound Calling -Interpersonal communication -Written & Verbal Communication -ICD-10
-Livechat -Task Prioritization -Fraud Detection -Schedule Management -Medicare/Medicaid -Payment Processing
-EHR -Office 365 -Auto Dialers -Virtual Administrative Support -Secure File Management -Digital Document Processing Career Highlights & Relevant Experience
Spectrum, Customer Service Representative 2024 to Present Delivered personalized customer service support in a fully remote environment, handling a high volume of inbound and outbound communications via phone, email, and live chat. Resolved customer inquiries related to account management, directing calls to the appropriate department, patient intake assessments, insurance verification, and service troubleshooting while maintaining strict adherence to quality assurance standards and compliance protocols. Obtained strong problem-solving skills and emotional intelligence to de-escalate complex situations and provide tailored solutions that enhanced customer satisfaction and retention. Gained proficiency in CRM and support systems such as Salesforce, Zendesk, Freshdesk, and proprietary platforms to document interactions, manage open tickets, and ensure follow-up actions were completed promptly. Santander Remote, Customer Service Representative 2019 to 2024 Specialized in delivering seamless customer support through digital channels, focusing on email, chat, and call-based communication in a fully remote setting. Handled fast-paced incoming service inquiries and account-related concerns while providing step-by-step guidance to customers navigating web portals, mobile apps, and self-service platforms. Maintained a strong technical acumen to assist users with login issues, feature troubleshooting, password resets, and real-time walk-throughs of digital interfaces. Professionally managed high volumes of live chat and asynchronous email queues while maintaining top performance in average response time, ticket closure rate, and customer satisfaction (CSAT). Professionally delivered personalized support by actively listening, identifying root issues, and offering effective solutions tailored to user needs. Consistently met fast after call work (ACW) by strategic task prioritization and fast typing while on calls to minimize call wait times. DSS Research, Remote, Customer Service Representative 2017 to 2019 Engaged with individuals over the phone in a courteous and empathetic manner, ensuring clear communication while explaining the purpose and confidentiality of each survey. Demonstrated strong active listening skills and cultural sensitivity while guiding participants through structured questionnaires, documenting responses accurately within designated health data systems. Skilled in navigating multiple digital platforms, updating records in real time, and managing a steady flow of outreach calls while maintaining quality and efficiency metrics. Recognized for being self-motivated, detail-oriented, and capable of delivering meaningful interactions that support both data integrity and a positive participant experience in a fully structured, often remote work environment. Educational Achievements
Everman High School, High School Diploma
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