Customer Service Specialist with Healthcare & Tech Focus

**** ****** **, ** ****, US, ***** •

******************@*****.*** • +1-915-***-****

GILL MATTHEWS

PROFESSIONAL SUMMARY

Customer Service Expert with over 15 years of experience in healthcare, finance, and technology support, adept at resolving complex issues and enhancing client satisfaction. Demonstrates proficiency in conflict resolution, account management, and technical troubleshooting, ensuring seamless customer experiences. Passionate about fostering trust and engagement, with a proven track record of improving first-call resolution rates and member retention. EMPLOYMENT HISTORY

MEMBER SERVICES SPECIALIST May 2025 - Present

VXI – Kaiser Permanente El Paso, TX

PATIENT CARE ADVOCATE Oct 2024 - May 2025

VXI – Express Scripts El Paso, TX

CUSTOMER SERVICE REPRESENTATIVE May 2022 - Apr 2024 Mr. Cooper El Paso, TX

SOCIAL MEDIA MODERATOR Jan 2021 - Feb 2022

Teleperformance El Paso, TX

CRITICAL ISSUES RESOLUTIONS MANAGER Apr 2018 - Nov 2020 Alorica El Paso, TX

Address member queries on benefits, ensuring satisfaction and compliance. Resolve account access issues, enhancing user experience and security. Deliver precise plan details, boosting member understanding and engagement. Fostered a welcoming environment for members, enhancing trust and improving overall satisfaction with services. Resolved member inquiries efficiently, leading to a marked increase in first-call resolution rates and improved member retention.

Guided Medicare members through enrollment, billing, and payment setup for smooth transitions. Educated customers about prescription costs and processed refills efficiently, enhancing satisfaction. Maintained precise account records to ensure seamless follow-up and continuity of care. Actively assisted Medicare members with enrollment and billing inquiries, fostering trust and enhancing overall customer experience.

Assisted homeowners with escrow and mortgage issues, enhancing satisfaction and account accuracy. Resolved escrow discrepancies and guided loan recast inquiries, ensuring seamless customer experience. Facilitated auto-pay setup and online troubleshooting, boosting customer engagement and ease of use. Provided empathetic support to homeowners, enhancing customer satisfaction by resolving mortgage account issues effectively.

Monitored and curated user content, ensuring compliance with guidelines and escalating issues. Enhanced community safety by removing inappropriate content, maintaining a respectful environment. Utilized analytical skills to assess content, providing accurate and sensitive moderation. Collaborated with team to address complex moderation challenges, ensuring swift resolution. Contributed to a 24/7 moderation team, maintaining high standards of content quality. Reviewed user-generated content to ensure compliance with community standards, enhancing user trust and engagement on the platform.

Analyzed trends in user interactions to identify potential issues, leading to proactive measures that improved community safety significantly.

Resolved customer issues swiftly, enhancing satisfaction and reducing service delays. Ensured seamless contract activation, achieving project completion with high customer approval. Collaborated with sales to refine service processes, minimizing disputes and boosting efficiency. Actively facilitated communication between clients and sales teams, fostering strong relationships and enhancing overall customer satisfaction.

EDUCATION

ADMINISTRATION PROGRAM 2013 - 2014

Southern Careers Institute-Brownsville Brownsville, TX Completed program and received certificate.

HIGH SCHOOL DIPLOMA Aug 1998 - Jul 2001

Los Fresnos High School Los Fresnos, TX

Graduated High-school

SKILLS

Customer Service (Experienced), Account Management (Skillful), Conflict Resolution (Skillful), Call Center Operations (Novice), HIPAA Compliance (Beginner), Billing (Beginner), Content Moderation (Skillful), Technical Troubleshooting (Skillful).

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