Naomi Burnett

Results-oriented Customer Care Specialist with over 15 years of experience in account management, de-escalation, and technical support across healthcare, telecommunications, and technology sectors. Adept at resolving complex customer issues for companies like United Healthcare, Apple, and AT&T. Highly adaptable to change and dedicated to delivering error-free, high-quality service in both remote and face-to-face environments.

Customer Service Advocate at Ttec holdings, LLC (2022-08 – Present)

• Managed customer accounts for Medicaid and Medicare members, ensuring accurate and timely service
• Deescalated challenging customer situations, achieving positive resolutions using conflict management skills
• Coordinated care by facilitating communication between members and healthcare providers
• Maintained productivity and quality standards in a work from home environment
• Delivered Medicaid account care for UNITED HEALTHCARE, supporting member needs and compliance
• Provided Medicare account care for UNITED HEALTHCARE, ensuring member satisfaction and retention

Apple Technical Support Specialist Remote at Kelly Services (2020-03 – 2022-08)

• Delivered technical support for Apple devices and applications, resolving user issues efficiently
• Processed billing and payments inquiries, ensuring accuracy and customer satisfaction
• Provided account customer service, addressing account-related questions and concerns

CSR/Sales/Retention at AT&T (2018-11 – 2020-03)

• Managed customer accounts, ensuring up-to-date information and high satisfaction
• Resolved customer issues and inquiries via inbound calls and live chat, improving retention rates
• Booked appointments and handled reservations, streamlining client scheduling
• Troubleshot applications, resolving technical issues to enhance user experience
• Retained customers by addressing concerns and offering tailored solutions

CSR - Customer Service Representative at GreenSky Trade Credit (2012-03 – 2018-11)

• Resolved customer issues and responded to inquiries, ensuring prompt and effective solutions
• Managed customer accounts, maintaining accurate records and supporting client needs
• Booked appointments and handled reservations, improving scheduling efficiency
• Collected and documented orders, ensuring data accuracy and order fulfillment
• Worked in the inbound call center, delivering consistent and high-quality customer service

Medical Assistant in Medical – Beckfield College (2013-01 – 2014-02)

Some college in Medical – Beckfield College-Florence (2011-03 – 2013-08)

Upper secondary education