Senior Customer Service & Support Representative

PRINCESS EGBE

Methuen, MA ***** 781-***-**** *********@*****.***

PROFESSIONAL SUMMARY

Senior Customer Service Representative with 3+ years of experience supporting high-volume call center, healthcare, human-services, insurance, SaaS support, and service-provider environments. Skilled in managing 50+ daily inbound and outbound phone, email, and live chat interactions while maintaining strong first-contact resolution, SLA compliance, accurate CRM documentation, conflict resolution, and professional complaint resolution. Trusted escalation resource known for calm de-escalation, customer retention support, quality assurance support, knowledge-base improvements, new hire mentoring, critical thinking, account verification, and empathetic service that protects customer trust, sensitive information, and company policy. Experienced with Salesforce, Zendesk, ServiceNow, Microsoft Office, Microsoft Office 365, help-desk ticketing software, web application support, browser support, operating systems, data accuracy, insurance knowledge, and remote customer support.

CORE COMPETENCIES

Customer Service & Call Center: Senior Customer Service, Call Center Operations, Inbound Calls, Outbound Calls, Phone Support, Email Support, Live Chat Support, Remote Customer Support, Customer Care, Customer Success, Client Support, Conflict Resolution

Resolution & Retention: Complaint Resolution, Escalation Support, De-escalation, Customer Retention, First-Contact Resolution, Customer Satisfaction (CSAT), Account Management, Follow-Up Management, Service Recovery

Leadership, Quality & Compliance: Team Mentoring, New Hire Onboarding, Quality Assurance Support, Coaching, Knowledge-Base Updates, Process Improvement, SLA Compliance, Policy Compliance, Performance Metrics, Supervisor Support, Critical Thinking

CRM, Data & Administration: Salesforce, Zendesk, ServiceNow, Jira, Zoho Desk, Intercom, CRM Documentation, Data Entry, Records Management, Order Processing, Account Verification, Microsoft Office, Microsoft Office 365, PeopleSoft

Healthcare & Technical Support: Healthcare Customer Service, Patient Support, Medical Insurance Support, Insurance Knowledge, Sensitive Information Handling, SaaS Support, Web Application Support, Cloud Services, Operating Systems, Browsers, Help-desk Ticketing Software, Tier 1 Support, Tier 2 Support, Active Directory Account Support, Citrix, VNC, Outlook, Windows 10/11

PROFESSIONAL EXPERIENCE

Bridgewell — Peabody, MA

May 2024 – Present

Senior Customer Service Representative

• Act as a senior point of contact and escalation resource for 50+ customer interactions daily across phone, email, and live chat, sustaining a 90%+ first-contact resolution rate in a healthcare and human-services environment.

• Own complex and high-priority cases end-to-end by verifying customer information, researching account history, documenting case notes, following policy, and ensuring each issue is resolved or escalated within SLA.

• De-escalate sensitive and emotionally charged situations with empathy, professionalism, and clear communication, helping protect customer trust, satisfaction, and retention.

• Mentor and onboard newer representatives on call handling, CRM documentation, escalation paths, customer tone, and best practices, helping improve team consistency and service quality.

• Support quality assurance by reviewing common ticket trends, sharing coaching tips with peers, and helping update internal notes and knowledge-base resources to reduce repeat issues.

• Use Salesforce, Zendesk, and ServiceNow to track requests, update records, monitor status, and maintain accurate documentation for compliance and continuity of service.

• Provide remote Tier 1 and Tier 2 customer support for account access, password resets, permissions, Citrix/VNC connections, Outlook, and basic application issues while translating technical steps into simple guidance for non-technical users.

Global Care — Lowell, MA

Dec 2022 – Feb 2024

Customer Service Specialist / Data Entry Clerk

• Handled high volumes of customer and patient inquiries while maintaining a professional, patient, and solutions-focused experience across phone, email, and internal support channels.

• Processed customer and patient records with strong attention to detail, completing data entry, record updates, order processing, verification, and document management across CRM and internal systems.

• Resolved Tier 1 and Tier 2 support issues involving customer accounts, remote access, custom applications, VPN connectivity, Citrix, and common corporate tools.

• Documented customer issues, troubleshooting steps, and final resolutions clearly, helping create knowledge-base resources that reduced repeat tickets and improved first-contact resolution.

• Onboarded new customers by verifying consumer data, explaining available services, answering policy questions, and presenting relevant product and service information.

• Partnered with internal teams to follow up on delayed or unresolved cases, confirm next steps, and keep customers informed until completion.

• Maintained accuracy and confidentiality while handling sensitive healthcare, insurance, and customer information in a fast-paced service environment.

Harmony CSares — Lowell, MA

Jun 2021 – Nov 2022

Customer Service Representative / Call Center Support

• Managed inbound and outbound customer calls in a fast-paced service environment, assisting customers with account questions, service requests, billing concerns, order status, and general support needs.

• Used active listening, empathy, and clear questioning to identify customer needs quickly, explain available options, and resolve issues without unnecessary transfers whenever possible.

• De-escalated upset customers by acknowledging concerns, setting realistic expectations, and following through on promised next steps, helping improve customer satisfaction and trust.

• Entered and updated customer records accurately in CRM and internal tracking systems, ensuring call notes, contact details, service updates, and follow-up actions were complete and easy for the next representative to understand.

• Handled complaint resolution and policy-based requests by reviewing account history, confirming eligibility, documenting approvals, and escalating exceptions to supervisors when needed.

• Met daily productivity goals for call volume, documentation, follow-up, and response time while maintaining a professional tone and quality customer experience.

• Supported team performance by sharing common customer questions, helping newer team members understand call flow, and contributing to updates for scripts, FAQs, and knowledge-base notes.

• Assisted with customer retention by explaining service value, addressing dissatisfaction, and offering practical solutions before customers requested cancellation or further escalation.

EDUCATION & CERTIFICATIONS

• Institute of Technology, Business & Management Sciences — M.A., International Relations, Cameroon 2021 – 2023

• Catholic University Institute of Buea — B.Sc., Human Resource Management, Cameroon 2014 – 2018

• Project Management Certification — Completed

• CompTIA A+ — In Progress

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