Customer Service and Intake Specialist Resume Title

Dorothy Gray

Newnan. GA, *****, 770-***-****, **********@*****.***

Summary

Customer Service professional with a strong background in banking operations and technical support. Successfully managed high call volumes while maintaining high customer satisfaction; achieving a 90% first contact resolution rate. Recognized for consistently exceeding performance metrics. A strong ability to listen empathically and guide clients effectively.

Skills

Patient Intake Coordinator Health Information Management (EHR systems) Client Documentation CRM Platform

Call Center Technologies Genesys

Work Experience

08/2025 – 02/2026

Intake Specialist, Three Rivers Regional Commission (Randstad USA, Contract Employment) Franklin, GA, USA

● Facilitated the intake process by precisely collecting and documenting essential client information, i.e., demographics, financial, and medical resources while managing a high volume of inbound and outbound calls.

● Leveraged CRM, Excel and Wellsky software to maintain accurate client records, effectively tracking service outcomes.

● Assisted in preparing detailed reports of intake activities for management review and scheduling appointments.

● Scheduled and coordinated consultations with medical and internal staff. 07/2023 – 07/2025

Remote Customer Service Associate, Modivcare Solutions LLC Atlanta, GA, USA

● Database management scheduling medical transportation for clients across the United States.

● Assisted in troubleshooting product issues and guided customers through the setup process for retrieving their allocated pickup times.

● Utilized CRM and Genesys software to track customer interactions, maintaining precise records of each inbound and outbound call.

● Participated in team meetings to analyze performance metrics and strategies for achieving service excellence, consistently exceeding policy metrics and receiving accolades accordingly. 01/2023 – 06/2023

Remote Document Coordinator, REMX/Change Healthcare (Seasonal Employment) Atlanta, GA, USA

● Demonstrated proficiency in using Electronic Health Records (EHR) software to coordinate the electronic scheduling of medical records to various medical facilities, maintained through documentation of scheduling commitments, exceeding metrics requirements. 07/2021 – 05/2022

Remote Customer Service Banking, Global Payments

Columbus, GA, USA

● Provided exceptional customer support for banking services, addressing inquiries and resolving issues through multiple communication channels while utilizing CRM, Genesys, and Graphics User Interface (GUI) software.

● Handled a high volume of incoming calls, resolving complex issues such as payment inquiries, technical support, credit card replacements, deposits, and personal updates. Resolved an average of 80-100 banking customer calls per shift.

● Ensured compliance with banking regulations and internal policies during customer interactions, maintaining an average response time of under 2 minutes. 03/2021 – 07/2021

Remote Help Desk Technical Support, Blackboard/Anthology (Seasonal Employment) Atlanta, GA, USA

● Utilized remote desktop tools to diagnose and troubleshoot technical problems, enhancing user satisfaction and productivity.

● Documented support interactions in the ticketing system, contributing to a comprehensive knowledge base for future reference and team training.

● Collaborated with cross-functional teams to identify recurring technical issues and implemented long-term solutions, resulting in improved service delivery.

● Assisted in the preparation and delivery of reports on support metrics. 10/2018 – 01/2021

Customer Account Representative, VXI

College Park, GA, USA

● Provided Tier 1 support for inbound customer issues.

● Troubleshooting customers problems related to telephone, internet, television, mobile phones; identifying the root cause of problems utilizing the proper tools and resources appropriately to determine a resolution…upsell new services.

● Successfully addressing complex issues adhering to policy metrics, and accuracy.

● Worked in a face pace environment with excellent communications. Education

LaGrange College

Bachelor of Arts

LaGrange, GA, USA

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