Customer Service & Billing Support Specialist

NATASHA WASHINGTON

Atlanta, GA 470-***-**** *******.***************@*****.***

PROFESSIONAL SUMMARY

Customer Service Professional with 8+ years of experience in customer service, remote support, account management, call center operations, scheduling, and problem resolution. Experienced in handling high-volume inbound calls and chat interactions, resolving billing and account concerns, documenting customer interactions, and meeting performance standards. Proficient with CRM systems, Avaya, data entry, customer account support, and remote communication. Known for professionalism, problem-solving, multitasking, and delivering positive customer experiences.

CORE SKILLS

Customer Service Customer Support Call Center Operations Remote Customer Service Inbound Calls Chat Support Account Management Billing Support Technical Troubleshooting Problem Resolution Conflict Resolution De-escalation CRM Systems Avaya Data Entry Documentation Scheduling Insurance Verification Customer Relations Team Coordination Time Management Multitasking 40 WPM Typing

PROFESSIONAL EXPERIENCE

AT&T — Customer Care Representative December 2024 – May 2026

Handled high-volume inbound customer calls and chat interactions related to billing, account support, technical issues, and service requests.

Resolved customer concerns using active listening, troubleshooting, problem-solving, and de-escalation techniques.

Assisted customers with account questions, billing disputes, service issues, and technical troubleshooting.

Documented customer interactions, account information, and resolutions accurately in CRM and internal systems.

Used Avaya and internal support platforms to manage customer accounts and service requests.

Maintained productivity, quality, response time, and customer service performance standards.

Protected customer information while following company procedures and compliance requirements.

Provided professional and effective customer support in a fast-paced remote environment.

Dental Assistant 2022 – Present

Coordinate patient scheduling, appointment changes, and daily office communications.

Verify insurance information and maintain accurate patient records.

Communicate with patients regarding appointments, documentation, and service-related questions.

Maintain accurate documentation while following confidentiality and compliance requirements.

Manage multiple priorities in a fast-paced environment while maintaining professional customer service.

Support daily administrative operations and assist with resolving patient concerns.

Remote Roadside Assistance Agent — Contract 2021

Provided remote customer assistance for roadside emergencies, including towing, lockouts, battery service, and tire service.

Handled high-volume inbound calls while maintaining calm, professional communication.

Coordinated service providers and dispatched roadside assistance based on customer needs.

Gathered accurate customer and vehicle information to ensure appropriate service coordination.

Documented service requests and customer interactions accurately.

Used problem-solving and communication skills to assist customers during stressful situations.

Kroger — Fuel Center Manager 2015 – 2019

Managed daily fuel center operations and provided customer service in a high-volume retail environment.

Created employee schedules to maintain appropriate staffing and operational coverage.

Coordinated employee responsibilities and daily tasks to support efficient operations.

Assisted customers with questions, concerns, and fuel center service needs.

Monitored daily operations and addressed customer and operational issues.

Maintained clean, organized, and safe work areas.

Followed safety procedures and operational standards while supporting a positive customer experience.

EDUCATION

United Education Institute — 2021

Concord High School — 2014

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