Experienced Remote Customer Service Professional

Nichole Bailey

Austell, GA ***** 470-***-**** *******.********@*****.***

SUMMARY

Customer Service Professional with 15+ years of experience in remote customer support, call center operations, healthcare administration, workforce management, and account support. Skilled in handling high-volume inbound and outbound calls, virtual chat, and email communications while delivering exceptional customer experiences. Proven ability to resolve issues, manage schedules, support customers, and consistently meet quality and productivity goals. EDUCATION

North Clayton High School

Vocational Diploma

Beauty College of America

Cosmetology Certificate

EXPERIENCE

Customer Service Representative Jul 2024 – May 2026 StubHub Remote

• Supported customers via phone, email, and chat in a high-volume remote environment

• Assisted with ticket purchases, transfers, resale listings, and account inquiries

• Resolved customer concerns while maintaining quality and customer satisfaction standards

• Utilized Twilio, CST, and UKG systems to manage customer interactions CCS Advocate Dec 2021 – Jun 2024

Oak Street Health Remote

• Answered high-volume inbound calls and provided patient support

• Scheduled appointments, coordinated transportation, and assisted with prescription refill requests

• Maintained HIPAA-compliant records and communicated with physicians, nurses, and care teams

• Delivered exceptional customer service while meeting productivity goals Customer Service Representative / Workforce Management (Best Buy & Geek Squad Support)

Apr 2014 – Mar 2021

Wipro

• Resolved 550+ customer inquiries weekly regarding accounts, billing, service requests, and technical support

• Delivered first-call resolution while meeting quality and customer satisfaction goals

• Supported workforce management activities, schedule adherence, and performance metrics

• Trained new hires and documented customer interactions accurately TECHNICAL SKILLS

Remote Customer Support

Work From Home

Call Center Operations

Inbound & Outbound Calls

Virtual Chat Support

Email Support

Customer Service

Customer Advocacy

Account Management

Appointment Scheduling

Case Management

First Call Resolution

Conflict Resolution

De-escalation

Data Entry

Multi-System Navigation

Workforce Management

Quality Assurance

Team Collaboration

Microsoft Office

SOFTWARE

Twilio • UKG • CST Case Management • Microsoft Word • Excel • Outlook • Virtual Chat Platforms • Email Support Systems

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