Customer Service Representative - Remote Support
Resume:
Jacquelyn King
**** ****** ** #**** *******, TX *7049
**************@*****.***
RESUME
Summary
Dedicated Customer Service Representative with 10+ years of experience in healthcare and technical support. Proven ability to manage inbound calls, process outreach requests, and resolve member inquiries regarding benefits, claims, and provider availability. Skilled in utilizing customer relationship management systems and providing comprehensive web support. Eager to leverage strong communication and problem-solving skills to enhance patient support as a Remote Healthcare Support Specialist. MDS Communications - Communication Specialist
05/2026 - PRESENT
Utilize Alvaria Dialer for efficient outbound communication in a remote call center environment. Presenting scripted dialogue using ART transitioning requesting $Gifts from donors. Types of Donors: WP Willand Prospecting Acquisition; DR Donor Renewal; DL donor lapsed ; SIA sustainer Invite Autoplay; SD Sustainer Declined; SU sustainer upgrade 2x’s year; DRS donor renewal sustainer 1x’s year; on behalf of non profit organizations. Processing payments utilizing cc system, Letter with committed dollar amount and letters with no committed amount. Disposition calls. Up holding company principles Integrity, professionalism, respect and honor. Remx Customer Service Representative - Houston TX
08/2025 - 03/2026
Utilize Max Dialer for efficient outbound communication. Process outreach requests from Health Plans for medical records from various medical facilities. Scheduled and managed inventory effectively. Verify demographics, fax, patient and provider at the location. Conduct research to locate and verify providers. Implement and manage retrieval methods for medical records. Disposition Call.
Everise/C3Customer/ContactChannels - CSR Centene Wellcare Houston, TX 07/2022 - 04/2024
In a W@H virtual self motivated environment as a Customer Service Representative I received incoming calls from members implementing HIPPA guidelines and other policies using current materials to answer and escalate complex inquiries regarding claims, eligibility, covered benefits and authorization status matters as well as medical prescription plans and billing. Provide assistance to members and/or providers regarding website registration and navigation. Educated members and/or providers on health plan initiatives. Provided first call resolution working with appropriate internal/external resources, and ensure closure of all inquiries. Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application. Research and identify processing inaccuracies in claim payments and route to the appropriate team or claim adjustment. Assisted members with issues regarding prescriptions cost and reasons for increases as well as contact & locate pharmacies; availability for prescription pickup or substitution for a less costly prescription. Maintain performance and quality standards based on established call center metrics including turn-around times.
C3/CustomerContactChannels, Inc H&R BLOCK
04/2021 - 07/2022
In a Work At Home virtual self-management environment. Receiving incoming calls from clients and potential clients scheduling appointments with Tax Professionals for tax preparation & tax questions using the Appointment Manager. Assist clients with status of cases initiated by CSO’s client feedback or Tax Professional initiated (POM) peace of mind claims, Federal & State Refunds. Assist clients with Myblock app & Income Tax. Course creating accounts, reviewing current and prior years returns, resetting passwords, uploading documents. Direct calls from clients regarding Emerald Card Metabank & Financial experts, DIY and Software experts.. Expat offshore clients out of the country. Assist clients registering, resetting passwords, accessing Inkling Library for ITC (Income Tax Course) In Person, Virtual or OnDemand Self Study. Assisted client who purchased Tax Identity Shield (TIS) to view email alerts monitored by Dark Web Interned Watch. Regarding SSN, Tax Fraud, Compromised personal information for primary, spouse and adult dependent clients.
C3/CustomerContactChannels, Inc
03-2020 - 04/2021
In a W@H virtual self motivated environment as a Customer Service Representative I received incoming calls from members implementing HIPPA guidelines and other policies using current materials to answer and escalate complex inquiries regarding claims, eligibility, covered benefits and authorization status matters as well as medical prescription plans and billing. Provide assistance to members and/or providers regarding website registration and navigation. Educate members and/or providers on health plan initiatives. Provided first call resolution working with appropriate internal/external resources, and ensure closure of all inquiries. Document all activities for quality and metrics reporting through the Customer Relationship Management
(CRM) application. Research and identify processing inaccuracies in claim payments and route to the appropriate team or claim adjustment. Assisted members with issues regarding prescriptions cost and reasons for increases as well as contact & locate pharmacies; availability for prescription pickup or substitution for a less costly prescription. Maintain performance and quality standards based on established call center metrics including turn-around times. Customer Service Representative C3connect - Cox Cable - Tucson, AZ 08/2019 - 03/2020
In a W@H virtual self-management/self motivated environment as a Customer Service Data Technician receives incoming phone calls to set up internet, tv, phone and homelife for new customers. Provide technical support for existing customers with tv, phone, internet and Homelife. Troubleshooting connectivity issues for tv, phone and internet. Processing work order trouble tickets for field technicians for residential repairs and installation for tv’s, dvr’s and mini boxes, modem cox issued and 3rd party modems. Process payments for deposits on installation and equipment. Process monthly or past due payments. Educate customers to change passwords.
Sykes-Frontier Communications - Tampa FL
02/2018 to 07/2018
In a Work At Home virtual self-management/self- motivated environment. Received incoming calls from customers and potential customers for internet, video, voice and frontier security. Assist customers regarding new install, transfer services, billing questions, online account maintenance, authenticate accounts, and outbound calls in a timely manner regarding follow ups. Follow communication “scripts” when handling different topics. Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives. Seize opportunities to upsell products when they arise. Build sustainable relationships and engage customers by taking the extra mile. Keep records of all conversations in our call center database in a comprehensible way. Meet personal/team qualitative and quantitative targets. Customer Service Representative TMS - Roseburg, OR 08/ 2014 -12/ 2017
Received incoming phone calls process orders for catalog orders for customers from various catalogs. Informing customers of product availability, special offers, discounts, upsells and promotions. Providing customers with information for procedures for returns, exchanges, guarantees, mailing in orders; and tracking orders. Provide formation for different delivery dates and options for express deliveries. Received incoming calls for Insureon Brokerage for potential companies for insurance coverage. If the application specialist department is not available process applications. Direct calls to appropriate account managers or insurance agents. Reset access password to portal. Send emails to the appropriate account account manager on customers behalf. Note account on each call.
Contact this candidate