Customer Service Representative - High-Volume Support

Bernica Garrett

Waco, TX ***** +1-254-***-**** ************@******.***

Professional Summary

Friendly and caring customer service professional with 2+ years in customer service expertise with a deep passion for helping others while successful at processing high-volume calls in fast-paced environments, maintaining detailed notes and records and satisfying customers with successful resolutions. Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Customer Service Representative

Connexus Resource Group INC American Fork, UT

May 2024 to June 2025

• Assist call-in customers with billing questions for a variety of client companies

• Handle 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and cancelling services

• Followed-through on all critical inter-departmental escalations to increase customer retention rates

• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly

Warehouse Packager/Packer

Amazon Fulfillment Center Waco, TX

October 2022 to February 2023

Built boxes, cushioned, and wrapped packages suitable with products to be shipped to customers

Customer Service Representative

Support Services Group Waco, TX

December 2019 to September 2022

• Assist call-in customers with billing questions for a variety of client companies

• Handle 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and cancelling services

• Followed-through on all critical inter-departmental escalations to increase customer retention rates

• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly

• Assisted with Training Class for new hires to create an inspiring and positive work environment so the teams can thrive

• Was offered Team Lead position

Customer Service Representative

C3/CustomerContactChannels-UHC McGregor, TX

September 2018 to March 2019

• Handled 90+ calls daily

• Assisted call-in customers with billing questions

• Reviewed insurance policies to determine coverage

• Prepared insurance claim forms and related documents and reviewed them for completeness

• Answered questions clients had per HIPAA to consult with outside parties to resolve discrepancies and create effective solutions

• Collected customer feedback and made process changes to exceed customer satisfaction goals

Education

High school diploma

Waco High School Waco, TX

August 1985 to June 1989

Skills

Cashier (10+ years) Typing Retail sales (10+ years) CNA (10+ years) Telemarketing CPR Appointment scheduling Food service (10+ years) Remote work experience Call center experience Shipping & Receiving (10+ years) Packaging (10+ years) Outbound sales Data Entry (10+ years) Remote technical support Cleaning Experience (6 years) Clerical Experience (10+ years) Filing Animal care Assembly Warehouse Experience (10+ years) Customer Service (10+ years) Live chat Home care (10+ years)

Languages

English

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