Bilingual Customer Support & Technical Troubleshooting
Resume:
Emelda Muta (US Citizen)
Forney, TX *****
*************@*****.***
Professional Summary
Emelda is an accomplished Customer Service Representative (bilingual - English and French) with 4+ years of experience delivering high-quality support in fast-paced contact canter and healthcare environments. She has a strong ability to handle high-volume inbound and outbound calls, emails, and chat inquiries while maintaining a professional and customer-focused approach. She has proven track record of resolving complex customer issues, verifying information, and navigating multiple systems to provide accurate and timely responses. Experienced in using CRM and ticketing platforms such as Zendesk, ServiceNow, and Salesforce, along with remote support tools including Bomgar, TeamViewer, and AnyDesk. She has demonstrated strong problem-solving, conflict resolution, and multitasking abilities while consistently achieving high customer satisfaction and first-call resolution. Adept at working in remote and hybrid environments, collaborating with cross-functional teams, and maintaining strict compliance with data privacy regulations. Known for empathy, patience, and clear communication, she excels at building positive customer relationships and ensuring efficient service delivery in high-volume contact centre operations. Core Competencies & Technical Skills
• Remote Technical & Customer Support
• High-Volume Call Handling & Ticket Management
• Software, Hardware & Network Troubleshooting
• CRM & Ticketing Platforms: Zendesk, Freshdesk, ServiceNow, Salesforce, PeopleSoft, BMC Remedy
• Remote Support Tools: Bomgar (BeyondTrust), AnyDesk, TeamViewer, Citrix Workspace, VNC
• Systems & Networking: Microsoft Windows (2000–10), Linux, Red Hat Enterprise Linux, IBM AIX, HP-UX, VPN connectivity, Cisco AnyConnect, Pulse Secure
• User & Device Management: Active Directory, Microsoft Endpoint Configuration Manager (SCCM), Email configuration (Microsoft Outlook, IBM Lotus Notes)
• Electronic Medical Record (EMR/EHR) Systems: Epic, Cerner, Allscripts, NextGen, athenahealth
• Productivity & Collaboration Tools: Microsoft Office, Microsoft Teams, Adobe Acrobat, Amazon WorkSpaces Professional Skills
• Strong Written & Verbal Communication
• Empathy & Customer-Focused Service
• Problem Solving & Critical Thinking
• Adaptability & Self-Motivation (Remote Work Environment)
• Collaboration & Team Support
• Multitasking, Time Management & Task Prioritization Education & Certifications
• Bachelor of Science in Computer Science from University of Buea 2012 – 2015
• CompTIA Network+
Professional Experience
Cardinal Health October 2025 – March 2026
Customer Service Represntative
• Managed end-to-end processing of patient orders for durable medical equipment (DME), ensuring accuracy, compliance, and timely fulfilment.
• Served as the primary point of contact for patients, providing order updates, delivery timelines, and support in both English and French.
• Communicated with empathy and professionalism to resolve patient inquiries, concerns, and service issues.
• Provided multichannel customer support by handling inbound and outbound calls, responding to patient inquiries via email and chat, and ensuring timely, accurate resolution of order and service-related requests.
• Coordinated with DME vendors to schedule, confirm, and monitor equipment deliveries, ensuring service standards and timelines were met.
• Tracked and updated order status in internal systems to maintain accurate records and prevent processing delays.
• Collaborated with healthcare providers to obtain missing documentation and ensure orders met compliance and authorization requirements.
• Investigated and resolved order delays, documentation issues, and delivery problems to minimize disruptions in patient care.
• Maintained HIPAA-compliant patient records and documented all communications, actions, and updates in the system.
• Proactively followed up with patients, providers, and vendors to ensure seamless order fulfilment and positive patient experience.
Henry Meds July 2020 – September 2023
Job title: Client Support Specialist
Location: Forney, TX/ Remote
• Provided technical support as a Call Center Representative, resolving both hardware and software issues for front store clients (8+ hours per week).
• Utilized ServiceNow (SNOW) ticketing system to log incidents, gather detailed issue information, and escalate cases to appropriate vendors.
• Worked with Support Link to initiate remote access protocols, monitor store systems, and assess server functionality, networks, and operations.
• Managed and maintained store applications, ensuring systems were updated and operating efficiently.
• Applied strong knowledge of SMART system to remotely access internal workstations, troubleshoot hardware issues, and resolve database-related problems.
• Demonstrated excellent customer service skills by supporting clients via phone, email, face-to- face interactions, and online portals.
• Collected and analyzed issue data, ensuring accurate documentation and effective escalation through ticketing systems.
• Utilized mainframe systems to guide employees in accessing and retrieving data from designated repositories.
• Maintained strong interpersonal skills, actively listening to employee concerns and providing timely, effective solutions.
• Managed multiple customer requests simultaneously while maintaining high productivity and clear communication.
• Used Avaya for inbound and outbound calls, consistently achieving 95%+ performance metrics.
• Maintained professionalism and composure during high-pressure situations and customer dissatisfaction.
• Followed documented procedures with high attention to detail and accuracy.
• Demonstrated solid understanding of operating systems, networking, and system diagnostics.
• Collaborated effectively within teams, showcasing strong communication and teamwork skills. Maxim Healthcare December 2019 – June 2020
Job title: Customer Service Specialist
• Handled inbound and outbound support calls, assisting healthcare providers with technical issues including remote access, system errors, and software installations.
• Reviewed and researched incoming healthcare claim inquiries from providers (physicians, clinics, and healthcare offices) by navigating multiple systems to verify data such as pricing, prior authorizations, and applicable benefits.
• Delivered remote desktop support using tools including Bomgar, Citrix Workspace, and VNC to troubleshoot and resolve user issues efficiently.
• Provided Tier 1 and Tier 2 technical support for conferencing tools, VPN connectivity, and internal corporate applications.
• Performed basic security and risk checks, ensuring endpoint protection through antivirus installations, system updates, and troubleshooting security alerts.
• Logged, tracked, and resolved service requests using ServiceNow while adhering to established SLAs and support procedures.
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