Remote Customer Service & Account Retention

RUDEE WHITMAN

Fort Worth, TX ***** +1-682-***-**** *********@*****.***

PROFESSIONAL SUMMARY

Customer service and account management professional with extensive experience supporting customers in

security, financial services, healthcare, and benefits environments. Skilled in sales, account retention, issue

resolution, inbound and outbound communication, data entry, and managing sensitive customer information.

Known for professional communication, de-escalation, attention to detail, and consistently meeting performance

goals. Seeking a remote customer service, account management, retention, or sales support position.

PROFESSIONAL EXPERIENCE

Sales & Account Retention Representative Brinks Home Security — Remote

June 2024 — August 2026

{] Managed customer accounts while providing consultative sales and retention support tailored to customer needs.

(] Engaged customers through inbound and outbound calls to identify needs, address concerns, and

recommend appropriate products or services.

(1 Applied negotiation and retention strategies to resolve objections, reduce cancellations, and support customer loyalty.

(] Explained account details, services, equipment, and available options clearly and professionally.

{] Documented customer interactions and account activity accurately while maintaining a high level of attention to detail.

(] De-escalated challenging customer situations and worked toward timely, customer-focused resolutions.

Pharmacy Benefits Manager Dupixent MyWay — Irving, TX’

September 2023 — January 2024

[] Reviewed and processed pharmaceutical benefit requests in accordance with program requirements.

0 Completed accurate data intake and created and maintained patient accounts.

(] Handled inbound and outbound calls while providing clear, professional support to patients and stakeholders.

Online Counselor The Trevor Project — Fort Worth, TX

January 2023 — September 2023

(1 Provided online support and de-escalation to youth and young adults experiencing challenging or high-risk situations.

(] Used active listening, empathy, and sound judgment to communicate effectively in a fast-paced remote environment.

{1 Coordinated with emergency services when situations required immediate intervention.

Picker/Packer Michaels Warehouse — Fort Worth, TX

November 2021 — May 2022

(] Accurately picked customer orders and assisted with packing and preparing shipments.

(1 Maintained productivity and accuracy while working in a fast-paced warehouse environment.

Account Manager ADT Security Services — Irving, TX

January 2019 - March 2020

OU Provided customer service, account retention, and equipment support for security service customers.

(J Addressed customer concerns and worked to resolve account and service issues while maintaining customer relationships.

Customer Care Specialist CO-OP Financial Services — Fort Worth, TX

June 2016 — May 2018

(] Assisted account holders with bank accounts, loan accounts, applications, and application status inquiries.

( Provided accurate account support while handling sensitive financial information.

{1 Consistently met company-wide performance goals and received customer compliments for quality service.

Pharmacy Benefits Manager Dialog Direct — Fort Worth, TX’

August 2015 —May 2016

(] Provided members and pharmacies with accurate information regarding benefits, explanations of benefits, and order status.

[] Researched and resolved member concerns, including escalated and dissatisfied-customer interactions.

{] Explained cost-effective medication options and supported prior authorization and help-desk inquiries.

0 Accurately documented research and account activity.

Customer Service Specialist Aegis Communications Group (Humana) — Irving, TX’

January 2012 - July 2015

U Converted medical records to electronic files and maintained accurate patient information in database systems.

( Verified patient insurance and financial information using established verification tools.

(1 Maintained daily Epic work queues while meeting quality, accuracy, and productivity expectations.

(] Supported timely and accurate reporting and billing processes.

CORE SKILLS

Customer Service + Account Management + Sales & Retention + Remote Customer Support +

Inbound & Outbound Calling + Conflict Resolution + De-escalation + Negotiation + Data Entry +

Customer Account Support * Microsoft Excel * Salesforce * Computer Literacy + Phone Etiquette

EDUCATION

South Grand Prairie High School — High School Diploma 2006

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