Remote Customer Support Specialist

Jahcyn Washington

Raleigh, North Carolina ***** 336-***-**** ***********@*****.***

Professional Summary

Dedicated remote customer service professional with 11+ years of experience supporting customers through high-volume phone and email communication. Skilled in resolving billing concerns, account inquiries, scheduling issues, and technical questions with professionalism, empathy, and accuracy. Recognized for delivering fast, personable service while maintaining strong attention to detail in remote and fast-paced environments. Successfully managed and responded to more than 2,000 customer interactions within strict turnaround deadlines while maintaining a customer-first approach and positive client experiences. Core Skills

Remote Customer Support • Inbound & Outbound Calls • Email & Chat Support • Billing & Account Resolution • Customer Retention • Conflict Resolution • Data Entry & Documentation • Appointment Scheduling • CRM & EMR Systems (EPIC, Cerner, 3M) • Microsoft Office Suite • Microsoft Outlook • Time Management • Multitasking

• Problem Solving • Phone Etiquette • Typing & Administrative Support • Insurance Verification • Medicare & Medicaid Knowledge

Professional Experience

Video Repair Specialist

Spectrum – Raleigh, NC December 2023 – Present

• Provide remote support to customers regarding cable, internet, and video service concerns while maintaining high customer satisfaction.

• Resolve billing questions, account updates, service interruptions, and technical issues through inbound phone support.

• Document customer interactions accurately and efficiently while meeting productivity and quality standards.

• Deliver professional and empathetic customer service in fast-paced, high-volume environments. Office Manager

North Raleigh Medical Center – Raleigh, NC January 2022 – December 2023

• Managed daily office operations, scheduling, records management, and customer communications in a busy medical office.

• Handled sensitive patient information with accuracy and confidentiality while ensuring smooth workflow operations.

• Improved organization and administrative processes to support efficiency and timely issue resolution.

• Provided exceptional customer service to patients, insurance providers, and internal staff. Medical Customer Care Specialist

Customer HD – Raleigh, NC January 2021 – December 2021

• Handled customer inquiries regarding healthcare services, billing, and account information through phone and written communication.

• Resolved customer concerns with patience, professionalism, and strong problem-solving skills.

• Managed multiple priorities while ensuring timely follow-up and accurate documentation.

• Collaborated with team members to improve customer satisfaction and service quality. Medical Scheduler

VUMC – Tennessee January 2020 – December 2020

• Scheduled appointments and coordinated patient care while verifying insurance and pre-certification requirements.

• Supported patients through phone-based customer service while addressing scheduling concerns and general inquiries.

• Maintained accurate electronic medical records using EMR systems including EPIC.

• Worked closely with medical staff and patients to ensure efficient scheduling and positive service experiences.

Billing Services Associate

Whitaker & Associates – Raleigh, NC July 2016 – December 2019

• Reviewed and resolved complex medical billing and insurance issues for patients and providers.

• Processed medical claims accurately while researching denied or misdirected claims.

• Communicated with patients professionally regarding billing concerns and reimbursement questions.

• Maintained detailed documentation and ensured compliance with billing procedures and insurance guidelines.

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