Remote Customer Service Representative (Work From Home)

NGWENYI SANDRINE TITA

Address: *** ****** **, ******, *****, 75126

Tell: +1-734-***-****

WORK EXPERIENCE

SUMMARY

Results driven customer service specialist with over five years of experience providing customer care, service coordination, and issue resolution in high volume contact center environments. Experienced in CRM systems, insurance verification, appointment scheduling, and escalation management. Recognized for strong communication, problem-solving abilities, and consistently exceeding customer satisfaction and response time targets. KEN GARFF AUTOMOTIVE GROUP (Remote)

Customer Service Representative (October 2024 –June 2026)

● Delivered high-quality support via phone, email, and chat, consistently providing accurate information and professional service.

● Resolved customer escalations by applying advanced problem-solving, policy interpretation, and de-escalation techniques.

● Guided customers through maintenance, repair, warranty processes, and service options to ensure clarity and satisfaction.

● Documented all interactions in CRM systems, ensuring accuracy and seamless communication across internal teams.

● Surpassed key performance targets, including customer satisfaction, first-call resolution, and response time

SAFELITE (Remote)

Customer Service Representative (February 2022 – September 2024)

● Managed a high volume of inbound calls, chats, and emails to schedule vehicle glass repair and replacement services with precision.

● Assisted customers through insurance verification and claims processing, ensuring smooth coordination with insurance partners.

● Documented all cases in CRM and communicated technician instructions clearly to support operational efficiency.

● Delivered empathetic service to customers dealing with unexpected vehicle damage, enhancing customer trust and loyalty.

● Scheduled appointments accurately by confirming vehicle specs, service locations, required materials, and technician availability.

● Troubleshot service issues including recalibration needs, glass type identification, and mobile vs. in-shop service requirement

SENTARA (Remote)

Customer Care Representative (February 2020 – January 2022)

● Supported members with inquiries related to claims, benefits, eligibility, insurance coverage, and healthcare services.

● Fielded large volumes of calls from patients, providers, and members regarding appointments, billing, coverage, and referrals.

● Verified patient eligibility and insurance details using internal systems and payer databases to ensure accuracy.

● Assisted participants with healthcare plan enrollment, providing clear explanations of plan features and requirements.

● Researched and resolved complex medical billing and claims issues, reducing repeat inquiries and improving member satisfaction.

● Achieved 97%+ satisfaction ratings while contributing to a 21% reduction in customer complaints.

● Enhanced team efficiency by 12% through workflow improvements and proactive problem resolution

EDUCATION

BSc. in Nursing from the University of Bamenda (2015 – 2018)

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