Customer Support Representative and Call Center
Resume:
Teja Wallace
Memphis, TN ***** +1-901-***-**** ***********@*******.***
Professional Summary
To secure a position with a stable and profitable organization, where I can be a member of a team and utilize my experience to the fullest capacity
Authorized to work in the US for any employer
Work Experience
Customer Service Representative
American Esoteric Laboratories Memphis, TN
March 2025 to Present
Handle high volumes of inbound calls from physicians, patients, and internal staff regarding:
• Test results, supply orders, billing inquiries, name changes, test verification, etc.
• Troubleshoot customer issues through research and follow-up, providing solutions and ensuring satisfaction .
• Work in a call center environment, processing billing claims, analyzing accounts, and explaining charges
• Assist with special projects and support team members as needed
• Maintain compliance with safety, quality, and patient privacy (access to PHI), following security and confidentiality protocols
Customer Support Advisor
Concentrix Memphis, TN
October 2023 to March 2025
• Provided exceptional customer support via phone, email, and chat channels to resolve inquiries and issues
• Maintained a high level of professionalism and empathy while assisting customers with product questions, technical troubleshooting, and account management
• Achieved an average customer satisfaction rating of XX% by consistently delivering prompt and effective solutions
• Collaborated with cross-functional teams to escalate complex issues for timely resolution and follow-up communication with customers
• Utilized CRM software to accurately document customer interactions, update account information, and track issue resolutions
• Consistently met or exceeded individual performance metrics including average response time, resolution rate, and customer satisfaction scores
• Demonstrated strong problem-solving skills by identifying root causes of issues and implementing effective solutions for customers
Customer Service Representative
Omni Interactions, Inc. Memphis, TN
December 2022 to March 2025
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Built rapport with customers through active listening, empathy, and personalized interactions
• Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
• Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
• Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
• Upsold additional products or services to customers based on their needs and preferences
• Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
• Assisted with order fulfillment processes such as tracking shipments or coordinating returns/exchanges when necessary Fulfillment Associate
Walgreens Distribution Center Memphis, TN
September 2021 to May 2023
• Receiving, scanning, picking, packing, auditing and shipping prescriptions to the customer.
• Tracks all inbound and outbound items through radio frequency (RF) scanning to ensure accountability in inventory.
• Verifies orders and ensures entry into the inventory management system.
• Operates a clean and safe work environment, ensuring that all areas of the Fulfillment Center are well maintained, kept orderly and free of debris.
• Maintains quality standards set forth by management. Loan Processor
NuVasive Memphis, TN
May 2021 to April 2022
• Compares nomenclature, stock numbers, and other listed information on packing slips to verify accuracy of purchase orders and shipping orders
• Compiles data from sources such as contracts, purchase orders, invoices, requisitions, and accounting reports and writes, types, or enters information into computer to maintain inventory, purchasing, shipping, and other records
• Verifies inventory computations against physical count of stock and adjusts errors and reports documenting reasons for discrepancies with proposed corrective action
• Maintains manual or computerized records such as material inventory, in process production reports, and status of material locations
• Prepares all necessary shipping documentation and ensure that shipments are tracked to destination
• Packages materials and equipment ensuring that shipping documentation is accurate and materials are protected adequately for shipment
• Participates in investigations to determined root cause of misdirected shipments, damage or shortages in shipments or overcharges in freight cost
• Assists in the development of processes and procedures for inventory, receiving, shipping, and administrative responsibilities resulting in cost and efficiency improvements Loan Processor
NuVasive Memphis, TN
May 2021 to April 2022
• Compares nomenclature, stock numbers, and other listed information on packing slips to verify accuracy of purchase orders and shipping orders
• Compiles data from sources such as contracts, purchase orders, invoices, requisitions, and accounting reports and writes, types, or enters information into computer to maintain inventory, purchasing, shipping, and other records
• Verifies inventory computations against physical count of stock and adjusts errors and reports documenting reasons for discrepancies with proposed corrective action
• Maintains manual or computerized records such as material inventory, in process production reports, and status of material locations
• Prepares all necessary shipping documentation and ensure that shipments are tracked to destination
• Packages materials and equipment ensuring that shipping documentation is accurate and materials are protected adequately for shipment
• Participates in investigations to determined root cause of misdirected shipments, damage or shortages in shipments or overcharges in freight cost
• Assists in the development of processes and procedures for inventory, receiving, shipping, and administrative responsibilities resulting in cost and efficiency improvements Packager
Smith & Nephew Memphis, TN
January 2021 to May 2021
• Produce all products in assigned area.
• Maintain a secure and organized area.
• Ensure that no materials, labels, and any other designated items leave assigned work area without proper paperwork.
• Maintain and operate production equipment safely and within guidelines.
• Maintain a clean and neat work area.
• Complete and understand documentation needed to comply with Smith and Nephew quality and compliance policies and procedures.
• Work in team environment using the skills of communicating, listening and participating in developing continuous improvement on products and processes.
• Safety, cleanliness of equipment and company product. Packager
Smith & Nephew Memphis, TN
January 2021 to May 2021
• Maintained a high level of accuracy and attention to detail while packaging items
• Followed safety protocols and guidelines to ensure a safe working environment for all employees
• Inspected packaged items for quality control purposes, identifying any defects or issues
• Managed inventory levels by monitoring stock quantities and replenishing supplies as needed
• Performed routine maintenance on packaging equipment, troubleshooting minor issues when necessary
• Trained new employees on proper packaging procedures and equipment operation
• Utilized computer systems to track and record packaged items in the database
• Maintained a clean and organized work area, ensuring optimal workflow throughout the packaging process
• Communicated effectively with supervisors regarding any challenges or concerns related to packaging operations
• Ensured compliance with regulatory requirements for labeling, sealing, and handling of packaged goods
• Coordinated with logistics department to prioritize shipments based on customer demands
• Participated in cross-functional teams aimed at improving overall operational efficiency
• Developed standard operating procedures (SOPs) for various aspects of the packaging process Shopper
Amazon Memphis, TN
March 2020 to November 2020
• Filling in Prime customer orders and preparing them for delivery
• Finding and cautiously selecting items in the comfort of Whole Foods, and packaging them for one- hour or two-hour delivery
• Supporting customer orders, preparing them for delivery and/or pickup, and shopping throughout the store for everyday goods
• Shopping the store for customers using their grocery lists
• Getting grocery prepared for delivery and checking for order quality
• Using the app to communicate with customers about their orders. Shopper
Amazon Memphis, TN
March 2020 to November 2020
• Filling in Prime customer orders and preparing them for delivery
• Finding and cautiously selecting items in the comfort of Whole Foods, and packaging them for one-hour or two-hour delivery
• Supporting customer orders, preparing them for delivery and/or pickup, and shopping throughout the store for everyday goods
• Shopping the store for customers using their grocery lists
• Getting grocery prepared for delivery and checking for order quality
• Using the app to communicate with customers about their orders. Picker/Packer
SIMOS Insourcing Solutions
April 2015 to October 2019
• Ensure customer satisfaction
• Pick orders
• Pack orders
• Verify orders
• Auditing
• Data entry
• Maintain clean work environment
Assistant Manager
Papa John's Pizza Memphis, TN
September 2010 to June 2019
• Contribute to profit goals by ensuring they stay within company guidelines and target goals by accurately utilizing the PROFIT System
• Execute cash management duties
• Assist in the management of adequate inventory levels using the company’s systems and guidelines to minimize loss
• Manage company’s assets by ensuring the restaurant is clean, safe and organized
• Complies with safety and security standards at all times
• Demonstrates dependability and shows a sense of urgency about getting results.
• Cash management skills
• Successful and stable employment history
• Lift at least 50 lbs
• Perform the job duties of all positions in the restaurant, including pizza delivery
• Lead a team during a shift with no supervision
• Work with phones, computers, fax machines and copiers Medical Assistant
H and M Wellness Bartlett, TN
September 2018 to December 2018
• Externship
• Data entry
• Medical referrals
• Prescription call in
• Schedule patients appointments
• Injections
• Venipuncture
• Triage
Medical Assistant
H and M Wellness Bartlett, TN
September 2018 to December 2018
• Assisted physicians and nurses in patient examinations, procedures, and treatments
• Prepared examination rooms by ensuring cleanliness and stocking necessary supplies
• Took vital signs such as blood pressure, temperature, pulse rate, and respiratory rate accurately
• Administered medications under the direction of healthcare professionals
• Performed basic laboratory tests including collecting specimens and conducting routine tests
• Managed patient medical records by accurately documenting information in electronic health record systems
• Scheduled appointments for patients, coordinating with other departments as needed
• Provided exceptional customer service to patients by addressing inquiries and concerns promptly and professionally
• Assisted with minor surgical procedures by preparing sterile equipment and assisting during the procedure itself
• Maintained inventory of medical supplies and equipment to ensure availability when needed
• Coordinated referrals to specialists or other healthcare providers based on physician recommendations Data Entry Clerk
Randstad Bartlett, TN
August 2016 to October 2017
• WPM 55+
• Transferring data from paper formats into computer files or database systems
• Typing in data provided directly from customers
• Creating spreadsheets with large numbers of figures without mistakes Cashier/Sales Associate
The Home Depot Memphis, TN
May 2017 to August 2017
• Provide fast, friendly service by actively seeking out customers to assess their needs and provide assistance
• Maintain the in-stock condition of assigned areas, and ensure it is clean, shop-able, and safe
• Providing a safe working and shopping environment by following all safety policies & standards
• Work in cooperation with their Department Supervisor and other associates in their department as well as other departments
• Conducting financial transactions
• Cash Handling
Manager
Family Dollar Memphis, TN
September 2015 to February 2016
• Greets and assists customers in a positive, approachable manner. Answers questions and resolves customer inquiries and concerns
• Maintains a presence in the store by providing excellent customer service
• Ensures a clean, well-stocked store for customers
• At the direction of the Store Manager, supervises, trains, and develops Store Team Members on Family Dollar operating practices and procedures
• Assists in unloading all merchandise from delivery truck, organizes merchandise, and transfers merchandise from stockroom to store
• Assists Store Manager in ordering merchandise and record keeping to include payroll, scheduling and cash register deposits and receipts
• Supports Store Manager in loss prevention efforts
• Assumes certain management responsibilities in absence of Store Manager
• Follows all Company policies and procedures
Education
Information Technology (Bachelor's degree)
UNIVERSITY OF ARIZONA GLOBAL CAMPUS Remote
February 2023 to Present
Medical Office Professional (Technical College)
Concorde Career College-Memphis Memphis, TN
February 2020 to July 2021
Medical Assistant (Associate)
Vatterott College-Dividend Memphis, TN
August 2016 to December 2018
Skills
Research Customer support experience within government industry Technical support representative experience Data-Entry (5 years) Pharmocology Sales Driving Windows Word Communication skills HIPAA Medical records Typing Medical terminology Microsoft Excel Phone communication In-person customer service Order inquiry handling ICD-10 Laboratory experience Call center experience Microsoft PowerPoint Technical Proficiency Client services Microsoft Teams Patient Care Phone etiquette Managing customer accounts Non-technical user support Providing product information Medical billing Siebel Customer service manager experience Hospital experience Urinalysis (1 year) Microsoft Office English Customer support experience within hospitality industry Customer support - Customer support experience (11-15 years) Salesforce Customer training Improving customer support response time - Customer support response time improved (6-10%) Supervising experience Data Entry Operator Insurance Verification Recruiting Government agency customer support Data-Entry Pharmocology (2 years) Microsoft Word Human resources Management Medical Office Experience SAP CRM Organizational skills Investor customer service experience Triage Auditing Partner customer support Email customer support Clerical experience Customer service Anatomy knowledge Live chat Remote work experience Vital Signs Medical Scheduling Internal employee customer service Customer support experience within technology industry Small business owner customer support experience Phlebotomy Individual consumer customer service EMR systems Managing teams in a customer support role - Largest customer support team managed (6-10 team members) Leadership Technical user customer support Phone call management Excel Cash handling Customer service video conferencing Venipuncture Powerpoint Technical support Injections Customer issue escalation Customer support experience within retail industry Customer support experience within telecommunications industry Financial auditing Office management Management (1 year) Data entry Blood sampling Billing issue inquiries Urinalysis Phone customer support Experience administering injections SharePoint Customer support experience within healthcare industry Order processing Customer service through social media Microsoft Dynamics 365 Technical troubleshooting support Customer support specialist experience Call center agent experience Certifications and Licenses
Forklift Certified
September 2018 to Present
OSHA certified
Forklift Certification
CPR Certification
Driver's License
February 2025 to February 2033
F Endorsement
Certified Notary Public
BLS Certification
Additional Information
Authorized to work in the US for any employer
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