Customer service representative

BRITTANY RETTIG

Dallas, TX, ***** • 469-***-**** • *************@*******.***

PROFESSIONAL SUMMARY

Customer Service and Remote Support Professional with 10+ years of experience in healthcare, retail, call center, contact center, and customer experience environments. Skilled at managing 50–60 customer interactions daily while maintaining strong CSAT, FCR, SLA, quality assurance, productivity, and compliance standards. Experienced in inbound calls, member services, benefits eligibility, enrollment support, CRM documentation, account management, case management, knowledge base navigation, issue resolution, HIPAA compliance, data entry, and remote support tools including Microsoft Office Suite, Teams, Zoom, Zendesk, and Jira. Recognized for professionalism, empathy, accuracy, active listening, problem solving, and dependable service delivery.

PROFESSIONAL ACHIEVEMENTS

Maintained a 95%+ Quality Assurance (QA) score by following call handling procedures, documenting customer interactions accurately, and consistently meeting service quality standards.

Achieved consistently high Customer Satisfaction (CSAT) by using active listening, empathy, and clear communication to resolve customer concerns professionally.

Consistently exceeded productivity goals while managing 50–60 customer interactions daily across high-volume call center and remote support environments.

Recognized by leadership for professionalism, reliability, and service excellence when supporting customers, meeting performance expectations, and adapting to changing business needs.

Maintained accurate CRM records and detailed call documentation while meeting Service Level Agreements (SLAs), supporting timely follow-up, case tracking, and compliance requirements.

Demonstrated strong remote work skills by using Teams, Zoom, CRM platforms, and ticketing systems to communicate virtually, manage time independently, navigate multiple applications, and maintain productivity in work-from-home environments.

Improved First Call Resolution (FCR) by researching issues quickly, using knowledge base resources, verifying account information, and resolving customer concerns during the initial interaction whenever possible.

PROFESSIONAL EXPERIENCE

Eligibility Services Representative, Call Center Conduent State Healthcare / NJ FamilyCare Medicaid (Remote)

June 2024 – June 2026

Managed 50–60 inbound customer calls daily, providing accurate support for healthcare eligibility, enrollment, benefits, and coverage inquiries.

Resolved complex member concerns with empathy and professionalism while maintaining strong Customer Satisfaction (CSAT).

Strengthened First Call Resolution (FCR) by addressing customer needs accurately during the initial interaction whenever possible.

Met Service Level Agreements (SLAs) by managing calls efficiently while maintaining quality and compliance standards.

Used internal knowledge base resources to deliver accurate, policy-aligned guidance to customers.

Documented customer interactions thoroughly in CRM systems to support accurate case tracking and follow-up.

Protected confidential customer information by following HIPAA requirements and internal compliance procedures.

Navigated multiple software applications simultaneously to research information, update records, and resolve customer inquiries efficiently.

Resolution Coordinator II Walmart Inc. (Remote)

October 2021 – March 2024

Handled 50–60 daily customer interactions across phone, email, and chat while maintaining responsive, professional service.

Investigated and resolved escalated customer concerns by identifying root causes and coordinating appropriate solutions.

Managed customer accounts by updating information, reviewing order details, and supporting accurate issue resolution.

Applied conflict resolution and de-escalation techniques to support positive customer outcomes in challenging situations.

Collaborated with cross-functional teams to resolve customer issues, share information, and improve service continuity.

Maintained detailed case documentation in Zendesk and Jira to ensure accurate tracking, escalation, and follow-up.

Exceeded productivity and quality expectations by balancing speed, accuracy, and customer care in a remote support environment.

Caregiver Garcia Home Health Agency

January 2018 – June 2021

Delivered compassionate, dependable care while supporting clients’ daily comfort, safety, and well-being.

Maintained accurate care documentation to support continuity of service and clear communication.

Coordinated scheduling and assisted with daily living activities to provide reliable, person-centered support.

Customer Service Representative TRC Staffing / PFSweb

May 2016 – September 2016

Processed customer orders, returns, and inquiries accurately while delivering timely support in a fast-paced environment.

Maintained organized customer records to support accurate order processing, account updates, and service follow-up.

Delivered prompt follow-up to address customer needs and support a positive service experience.

Supported high-volume seasonal operations by managing customer requests efficiently and maintaining service accuracy.

TECHNICAL SKILLS

Microsoft Office Suite (Word, Excel, Outlook)

Microsoft Teams

Zoom

Zendesk

Jira

CRM systems

Knowledge base navigation

Call documentation

Customer account management

Email and chat support

Remote desktop applications

Multi-screen navigation

Data entry

Internet research

Case management

Ticketing systems

Inbound call support

Typing: 40+ WPM

CORE COMPETENCIES

Customer Service Excellence

Remote Customer Support

Contact Center Operations

High-Volume Call Handling

First Call Resolution (FCR)

Customer Satisfaction (CSAT)

Service Level Agreements (SLAs)

Account Management

Customer Issue Resolution

Conflict Resolution & De-escalation

Healthcare Benefits Support

HIPAA Compliance

CRM Documentation

Knowledge Base Utilization

Active Listening

Problem Solving

Customer Retention

Team Collaboration

Time Management

Customer Experience (CX)

Member Services

Benefits Eligibility and Enrollment Support

Quality Assurance (QA)

Regulatory Compliance

EDUCATION

High School Diploma

South Oak Cliff High School – Dallas, Texas

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