Multichannel Customer Support & Data Entry

Cheryl Mason

***** ******** **, ********** *****, FL 32034-1513 United States • 904-***-**** • *****.******.*@*****.*** Data entry

Multichannel customer support (Phone, Email, Live Chat) Professional telephone demeanor

Technical support troubleshooting

Complaint resolution

High-volume call handling

Live chat optimization

Problem-solving under pressure

CSR - February, 2023 to Present

WPS - Madison, WI

Consistently exceeded performance metrics.

Explained service terms clearly.

Enhanced customer handling.

Handled sensitive customer data.

Increased satisfaction scores by [Number] points.

Prior Authorization Specialist - January, 2022 to January, 2024 United Health Group - Lexington, SC

Focused on patients with [Condition/Disease].

Reduced medical procedure denials by [Percentage]. Collaborated with doctors, patients, and insurance companies. Resolved prior authorization disputes.

Identified issues on appeal.

Social Media Expert - January, 2020 to January, 2023 Hotwire Communication - Daytona Beach, FL

Executed social campaigns across Facebook, Twitter, and Instagram. Partnered with graphic designers and videographers. Designed targeted ad campaigns on Facebook.

Live Chat Agent - November, 2013 to November, 2019 Geek Squad - New York, NY

Ensured ongoing satisfaction.

Demonstrated empathy and professionalism.

Handled high-volume chat traffic.

Provided troubleshooting information to customers. Ensured customer satisfaction.

Electrical, Electronics and Communications Engineering - Associate of Science - 2000 North Central State College - Mansfield, OH

Respiratory Therapy Technology - Associate of Applied Science - 1994 North Central State College - Mansfield, OH

SKILLS

WORK HISTORY

EDUCATION

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