Customer Service & Client Support Specialist

Fairmont, Catherine WV ***** 681-***-**** Gorman ********@*******.***

Professional

Summary

Experienced administrative and customer service professional with a strong background in client support, data management, and process improvement across healthcare, education, and service industries. Recognized for streamlining financial aid and student support processes, ensuring data accuracy on 700+ transcript and financial aid records, and consistently achieving high client satisfaction. Demonstrated ability to resolve inquiries efficiently and improve access to essential services for diverse client populations. Ready to leverage a track record of operational efficiency and exceptional service to help drive positive outcomes for both clients and teams.

Work

Experience

Self-Employed

Volunteer Editor Remote · Apr 2026 - Present

• Edited a story for grammar, punctuation, and tense consistency, making it easier to read and understand for the audience.

• Delivered actionable reader feedback to enhance narrative clarity and engagement. Pierpont Community and Technical College

Record Specialist and Veteran

Coordinator

Fairmont, WV · Feb 2024 - Jun 2026

• Ensured accurate transfer credit evaluation for 300+ transcripts by managing data entry, achieving over 75% accuracy and resolving 100+ Registrar's and Veterans Office inquiries.

• Improved veteran student support by processing 40+ files per semester, responding to 150+ emails, and providing in-person assistance to 50+ students.

• Supported financial aid operations by retrieving, loading, and exporting 200+ data files, processing 300+ ISIRs, generating 200+ financial aid letters, and reviewing 100+ bookstore files, increasing process efficiency.

• Ensured compliance with federal regulations by overseeing budgeting and financial aid packaging for 500+ students, resulting in accurate fund allocation.

• Optimized disbursement processes by managing 600+ Pell and loan file imports/exports, contributing to timely financial aid delivery.

• Maintained data confidentiality and acted as the single point of contact for two VA audits, using CRM software and Microsoft Outlook to manage records, which ensured audit compliance and prevented penalties

United Healthcare

Advocate4Me Representative Remote Remote · Oct 2023 - Oct 2023

• Resolved 100+ inquiries and provided guidance to over 70 Medicare Advantage members, enhancing member experience and satisfaction.

• Facilitated 90+ client connections with transportation and essential service providers, ensuring seamless support and improved access.

• Ensured 100% accuracy and completeness in client profiles by systematically reviewing and updating contact data, eliminating record deficiencies.

• Received positive feedback from 2/3 of clients, including an 11/10 rating, demonstrating strong customer assistance skills and client satisfaction. Service Navigation Specialist Remote Remote · May 2021 - Oct 2023

• Streamlined healthcare navigation for 40+ Medicare Advantage retirees by managing medical records, simplifying complex information, and delivering 100+ tailored solutions.

• Led collaborative analysis of survey data, NPS scores, and qualitative feedback using Google Docs, producing clear insights that raised key performance metrics across the team and boosted overall member satisfaction

Teleperformance

Service Navigation Specialist Fairmont, WV · Jun 2019 - May 2021

• Delivered support to clients by providing compassionate care, administering benefits, explaining medical terminology, and documenting over 800 interactions using HIPAA-compliant software, which helped maintain accurate records and improve client satisfaction

• Ensured effective resolution and client satisfaction by filing 100+ customer complaints, utilizing clear communication and detailed documentation. Repeat Caller Specialist Fairmont, WV · Jun 2018 - Jun 2019

• Organized 60+ doctor appointments and coordinated transportation for 70+ clients, exceeding goals by scheduling 8 appointments in one day.

• Managed daily call volume of 25-30 calls, providing data-driven insights to improve program efficiency and service delivery.

Customer Service Representative Fairmont, WV · Dec 2016 - Jun 2018

• Handled 300+ client insurance inquiries, scheduled appointments, and resolved issues while ensuring CMS compliance for accurate documentation.

• Assisted 40+ clients with monthly premiums and discussed customized payment plans, adhering to company financial policies and improving client retention. Dairy Queen

Summer/Weekend Crew Member Bridgeport, WV · Mar 2013 - Dec 2016

• Operated 3 stations, handling 700+ POS transactions and fulfilling 500+ orders accurately and efficiently, resolved 200+ customer issues promptly, and adhered to sanitation protocols, which kept order accuracy high and maintained strong customer satisfaction

Fairmont State University

Website Content Intern Fairmont, WV · Aug 2015 - May 2016

• Revamped the university’s online presence by creating content for four webpages, tracking progress in an Excel workbook, and gathering quotes from six students for testimonials; the updated pages improved navigation and received positive feedback from faculty and visitors

ID Desk Monitor Fairmont, WV · Feb 2015 - May 2016

• Conducted ID verification for 40+ guests, upholding entry protocols, addressing inquiries professionally with 80+ residents and visitors, handling confidential matters with discretion, and achieving a 100% score on a security assessment. Education Fairmont State University Aug 2012 - May 2016 Bachelor's degree, English Fairmont, WV

• GPA: 3.33

Skills Data management, Administrative experience, Organizational skills, Conflict management, Word processing, Collaboration, File organization, Microsoft Office-

, Communication skills, Productivity software, Customer service, Teamwork, Data entry, Clerical experience

Certifications

and

Licenses

• Administrative Professional Foundations: LinkedIn Mar 2025

• Office Administration: Oxford Home Study Center Mar 2024

• Customer Service Essentials: Great Learning Mar 2024

• Data Entry: MindLuster Mar 2024

• Service Excellence Training: Pierpont Community and Technical College Mar 2024

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