Customer Service Specialist & Case Resolution

Olivia Villanueva

Yreka, CA • 530-***-**** • ****************@*****.*** • Open to Remote Roles

PROFESSIONAL SUMMARY

Results-driven Customer Service Specialist with 5+ years of experience delivering exceptional customer support, resolving complex customer inquiries, and managing high-volume interactions across phone, chat, email, and digital service channels CORE SKILLS

Customer Service • Customer Support • Customer Experience (CX) • Client Relations • Account Management • Customer Retention • Customer Satisfaction

(CSAT) • Customer Escalation Management • Complaint Resolution • Conflict Resolution • Problem Solving • Case Management • CRM Management • Phone Support • Chat Support • Email Support • Live Chat Support • Multichannel Support • Order Management • Billing Support • Account Maintenance • Technical Troubleshooting • Service Recovery • First Contact Resolution (FCR) • SLA Compliance • Cross-Functional Collaboration • Active Listening PROFESSIONAL EXPERIENCE

Customer Service Specialist 2021-02026

• Maintained strict confidentiality of customer information while adhering to company policies, data privacy regulations, and security standards to protect sensitive customer and business information.

• Navigated multiple CRM systems, internal knowledge bases, and business applications simultaneously to research customer accounts, document case activity, and provide accurate information in a fast-paced environment.

• Maintained ownership of customer cases from initial contact through final resolution by coordinating follow-up activities, monitoring open requests, and communicating status updates throughout the resolution process.

• Managed operational support queues, prioritized urgent patient and imaging-related requests, monitored service-level agreement (SLA) timelines, escalated time-sensitive workflow concerns, and collaborated with leadership teams to resolve operational delays impacting patient care delivery.

• Reviewed customer documentation, account records, payment history, and transaction details to verify information, resolve discrepancies, and ensure compliance with company policies and regulatory requirements.

• Applied strong multitasking, communication, organization, and troubleshooting skills to manage high-volume operational workflows, resolve scheduling discrepancies, support workflow optimization initiatives, and improve patient satisfaction outcomes in fast-paced healthcare environments. Customer Service Representative 2018-2021

• Provided exceptional customer support by handling a high volume of inbound and outbound customer interactions through phone, chat, email, and digital communication channels while consistently meeting productivity and quality expectations.

• Resolved customer inquiries related to accounts, billing, products, services, orders, payments, technical issues, and policy questions by researching information and delivering accurate, timely solutions.

• Processed customer requests including account updates, order modifications, refunds, cancellations, payment arrangements, service requests, and documentation with a high level of accuracy and attention to detail.

• Escalated complex customer concerns to specialized departments while maintaining ownership of the customer experience through proactive follow-up and communication.

• Achieved or exceeded established KPIs including customer satisfaction (CSAT), first-contact resolution (FCR), quality assurance scores, average handle time (AHT), and productivity goals.

Customer Service Coordinator 2015-2018

• Supported training initiatives by assisting with knowledge sharing, policy updates, procedural changes, and communication efforts that ensured team readiness and service consistency.

• Maintained HIPAA-compliant patient records, updated EMR systems, resolved escalations, and supported service recovery efforts to improve workflow efficiency and patient satisfaction.

• Utilized CRM platforms, EMR systems, scheduling software, Microsoft Office Suite, and communication tools to support daily patient access operations.

• Built positive customer relationships by actively listening, demonstrating empathy, and providing timely solutions that created a positive service experience.

• Supported new team members by sharing product knowledge, demonstrating best practices, answering operational questions, and reinforcing quality standards during onboarding and ongoing development. TOOLS & TECHNOLOGY

Salesforce • Zendesk • ServiceNow • HubSpot CRM • Microsoft Dynamics 365 • Freshdesk • Oracle Service Cloud • SAP CRM • Five9 • NICE CXone • Genesys Cloud • Talkdesk • RingCentral • Jira • Confluence • Asana • Slack • Microsoft Teams • Zoom • Microsoft Office Suite • Excel • Google

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