Customer Service Specialist with 10+ Years Experience

Undrea Marshall

Phoenix, AZ Email:**************@*****.*** Phone:623-***-****

Summary:

Dedicated customer service professional with over 10 years of experience in healthcare, financial services, and retail industries. Skilled in resolving complex customer inquiries, managing escalations, and maintaining high customer satisfaction rates. Proficient in handling inbound and outbound calls, conducting investigations, and ensuring compliance with industry regulations. Demonstrates strong communication skills, empathy, and attention to detail while efficiently managing high call volumes. Adept at utilizing various CRM systems and Microsoft Office suite to streamline processes and improve operational efficiency.

Education:

Tempe High School Attended 2009 to 2012 General Diploma Tempe, AZ Work History:

UnitedHealthcare Customer Service Representative Phoenix, AZ March 2023 - June 2024

● Managed high-volume inbound and outbound healthcare communication, demonstrating exceptional empathy and problem-solving skills.

● Coordinated house call visit scheduling for healthcare practitioners, ensuring seamless patient experience.

● Resolved complex customer service issues with precision and compassionate communication.

Target Financial Sr. Specialist Level 2 Tempe,AZ Sept. 2017 - Feb. 2023

● Investigated and proactively resolved escalated customer inquiries related to online purchases and delivery challenges.

● Conducted comprehensive fraud analysis, determining liability and securing credit information for online transactions.

● Maintained strict adherence to call flow protocols and Accounts Receivable guidelines

● Responded promptly to inquiries from guests, store team members, and carrier agents.

Lexington Law Customer Service Agent Phoenix, AZ July 2015 - Aug. 2017

● Processed 50-100 daily client calls, specializing in credit repair and case authentication.

● Analyzed and reviewed complex credit reports to identify improvement opportunities.

● Conducted detailed research and transactions to support client credit restoration efforts.

State Farm Customer Service Representative Tempe, AZ Aug. 2012 - Feb. 2013

● Managed 50-100 daily outbound calls focusing on vehicle refinance applications.

● Processed customer information with high accuracy and professional communication.

● Provided comprehensive customer support, addressing diverse inquiries and concerns.

Key Skills:

● Customer Service Excellence

● Fraud Detection

● Credit Analysis

● HIPAA Compliance

● Microsoft Office Suite

● Data Entry

● Communication

● Problem Resolution

References:

Upon Request

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