Customer Service Advocate - 10+ Years Experience

Racquel Staley-Patterson

Customer Service Representative

***************@*****.*** Lancaster 803-***-****

Summary

Dedicated customer service professional with over 10 years of experience in high-volume call centers and case management. Proven ability to resolve customer inquiries, manage sensitive information, and maintain accurate records. Adept at coordinating resources and improving customer experiences. Eager to leverage strong communication, problem-solving, and multi- system operation skills to excel as a Customer Service Advocate I at Southcarolinablues. Work Experience

B2B Sales Representative, Spectrum Business, Charlotte 04/2026 – Present

Consult with business customers to assess needs and recommend internet, mobile, voice, and video solutions.

Cultivate and maintain robust customer relationships through professional communication and responsive service.

Articulate product, service, pricing, and account options with clarity and precision. Orchestrate multiple customer interactions while upholding accuracy and meticulous attention to detail.

Diagnose customer concerns, resolve issues, and coordinate solutions to elevate the customer experience.

Maintain precise customer information and sales activity within company systems. Achieve performance goals while delivering a professional, customer-focused experience. Success Case Manager, Lancaster Promise Neighborhood, Lancaster 06/2021 – 08/2025

Delivered individualized case management and support services to children, adolescents, and families.

Facilitated connections between clients and families with community resources and supportive services based on identified needs.

Provided mental health counseling and supportive guidance, ensuring professionalism and strict confidentiality.

Established trusting relationships through active listening, empathy, and effective communication strategies.

Coordinated services and conducted follow-ups with families to address ongoing needs. Guided students through college and career preparation, goal setting, and educational planning processes.

Maintained accurate client records and documentation while managing diverse caseloads and competing priorities.

Partnered with community stakeholders and service providers to coordinate appropriate resources.

Case Manager / Office Manager, Carolina Community Actions, Chester 11/2019 – 05/2021

Interviewed clients to ascertain needs and determine eligibility for assistance programs, including LIHEAP and rental assistance.

Offered compassionate customer service while assisting individuals and families with sensitive personal and financial matters.

Clearly communicated program requirements, services, and available resources to clients. Maintained accurate and confidential client records and documentation. Coordinated referrals and connected clients with pertinent community resources. Supported adult education programs funded through federal grants. Organized and facilitated community town hall meetings and outreach initiatives. Compiled month-end reports and managed administrative records. Managed a variety of responsibilities in a high-paced office environment, consistently meeting deadlines.

Administrative Assistant / HR Assistant, Wilora Lake Rehabilitation Center, Charlotte 01/2016 – 08/2019

Facilitated daily administrative operations within a rehabilitation and healthcare setting. Assisted with patient admissions, ensuring accurate and professional collection of information.

Provided courteous customer service to patients, their families, staff, and visitors. Screened prospective employees and supported hiring and onboarding processes. Managed new employee onboarding and maintained essential personnel documentation. Contributed to accounts payable and accounts receivable activities. Oversaw the inventory of medical and office supplies. Supported resident activities and programs.

Handled all confidential information with the utmost professionalism and discretion. Communicated effectively with patients, families, healthcare staff, and administrative personnel.

Call Center Customer Service Representative, iQor

05/2012 – 12/2015

Delivered professional customer service in a high-volume remote call center environment. Processed customer utility payments with accuracy and security. Established installment payment agreements tailored to customer needs and account stipulations.

Executed service connections and disconnections, accurately documenting all customer requests.

Addressed customer inquiries and concerns, providing timely and effective resolutions. Verified account information and maintained precise customer records. Managed multiple customer interactions while upholding professionalism, accuracy, and efficiency.

Adhered to company policies and procedures concerning payments, account information, and customer service protocols.

Education

Kaplan College, Certified Medical Assistant, Charlotte Northeast High School, High School Diploma, Philadelphia Skills

Medical Customer Service Customer Relationship Management Call Center Operations Admissions Support Case Management Appointment & Service Coordination Problem Resolution Confidential Information Handling Payment Processing Account Management Data Entry & Documentation Microsoft Office Community Resource Coordination Certificates

Certified Medical Assistant, Kaplan College

2009

Administrative Support Employee Onboarding Reporting & Recordkeeping Patient & Family Support Active Listening & Communication

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