Customer Service Representative

CATHERINE WHITTEN

Orlando, FL 407-***-**** **********@*****.*** www.linkedin.com/in/catherine-whitten-903510216/ CUSTOMER SERVICE REPRESENTATIVE

Dynamic and results-driven Customer Service Representative with 10+ years of experience delivering high-impact, multi-channel support across healthcare, tech, and service industries. Resolved 80%+ of issues on first contact, with 90%+ satisfaction scores in high-volume environments. Boosted efficiency by accelerating scheduling workflows and reducing claim processing errors by 20%. Championed compliance and data accuracy, achieving 99%+ record integrity and supporting HIPAA standards. Improved cross-functional communication between different levels of external and internal stakeholders, enhancing customer retention. CORE COMPETENCIES

Customer Service

Claims Processing

Process Improvement

Teamwork & Team Collaboration

Call Management

Customer Satisfaction

Regulatory Compliance

Stakeholder Management

PROFESSIONAL EXPERIENCE

First-Call Resolution

Conflict Resolution

Problem-Solving

Interpersonal Communication

Customer Service Representative – CVS HEALTH CAREMARK (Remote) 10/2025 - 04/2026 Resolved 50+ members complex prescription coverage issues on a daily basis. De-escalated pharmacy billing conflicts, improving individual CSAT scores by 41%. Improved personal familiarity with prescription processing, formularies and claims adjudication by 75% within the first 30 days. Personal Time-off ( Family Reasons, Professional Development) 04/2024 - 10/2025 Customer Service Representative – ALIGNMENT HEALTH (Remote) 06/2023 – 04/2024 Managed 75+ inbound calls daily and scheduled 75+ appointments per week, delivering exceptional customer experiences. Resolved member inquiries with an 85% resolution rate and improved satisfaction scores by 19%. Maintained 100% HIPAA compliance, fostering patient trust and confidentiality.

Reduced claim errors by 20% and accelerated approval turnaround by 30% while verifying insurance coverage and benefits. Achieved 81% first-contact resolution and 93% positive feedback on customer satisfaction surveys. Personal Time-off (Maternity Leave) 08/2022 – 05/2023 Data Entry Specialist – ALORICA (Remote) 02/2022 – 07/2022 Entered and maintained 1,500+ records weekly with 99%+ accuracy, boosting processing speed by 20%. Reduced processing time by 15% by developing and implementing streamlined data entry protocols. Audited and verified 200+ records weekly, reducing the error rate by 32% within 90 days.

Customer Service Specialist – BROADPATH HEALTHCARE SOLUTIONS, Longwood, FL 08/2021 – 01/2022 Responded to 65+ inbound calls daily, achieving a 93% first-call resolution rate and reducing repeat inquiries by 24%. Managed patient billing, benefits, and account queries with 99% accuracy, ensuring customers received top-tier support. Increased resolution rates by 33% and reduced escalations by 29% within the first two quarters. Customer Service Specialist – INKTEL CONTACT CENTER SOLUTIONS (Remote) 12/2020 – 05/2021 Scheduled 1,000+ COVID-19 vaccination appointments, supporting public health efforts during peak demand. Managed large inbound & outbound call volumes with clarity and composure, ensuring accessibility and timely assistance. Strengthened trust and rapport with the community through empathetic, solutions-focused communication.

Personal Time-off due to COVID-19 (Family Reasons, Professional Development) 02/2020 – 11/2020 Retail Associate – Operations Manager – BELK, Palm Coast, FL 04/2013 – 01/2020 Led operations across 17 stores, reducing load times by 31% for 11 consecutive quarters and boosting regional sales by 8%. Saved 50+ labor hours per month by introducing inventory systems that cut processing time by 30%. Reduced stock shrinkage by 15% through improved accountability, process improvement, and cost optimization. COMMUNITY INVOLVEMENT

Community Volunteer – SERV (Seminole Education, Restoration & Volunteer Program) 09/2024 – Present CERTIFICATIONS & PROFESSIONAL DEVELOPMENT

AI Essentials – Google In Progress Certified Customer Service Professional (CCSP) – National Customer Service Association (NCSA) 2024 Certified Customer Experience Professional (CCXP) – Customer Experience Professionals Association (CXPA) 2024 EDUCATION

High School Diploma – LYMAN HIGH SCHOOL, Longwood, FL TECHNOLOGY PROFICIENCY

CRM & Support: Salesforce, Zendesk, Oracle, SAP, Zoho Collaboration Tools: Slack, Zoom, Teams, Google Meet, Skype Productivity Suites: Microsoft Office 365 (Excel, Word, Outlook), Google Workspace (Docs, Sheets, Drive), OneNote, Dropbox

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