Customer Service Representative at OMNI INTERACTIONS (2025-11 – 2026-04)
Guided new users through platform functionality and provided comprehensive customer training on CRM tools and technical troubleshooting protocols.
- Guided new users through platform functionality by providing comprehensive customer training on CRM tools and technical troubleshooting protocols
- Streamlined the transition of feedback from customers to management, utilizing data analysis to identify trends and optimize service workflows
- Managed customer account communications across multi-channel platforms to ensure high satisfaction and rapid resolution of implementation hurdles
- Monitored system utilization rates after initial training sessions to ensure new users achieved full proficiency within target launch windows
Customer Service Representative at CARMAX AUTO FINANCE (2025-05 – 2025-09)
Navigated complex account management challenges within the automotive industry, ensuring seamless transitions and high-value customer interactions.
- Navigated complex account management challenges within the automotive industry, ensuring seamless transitions and high-value customer interactions
- Collaborated with large volumes of automotive clients daily to resolve technical and financial inquiries with a focus on platform adoption
- Mitigated customer churn by addressing complaints with strategic empathy and process optimization for faster resolution cycles
- Guided dealers and groups through the initial 30-day experience by resolving platform visibility issues and complex account disputes
Patient Service Representative at BENEVIS (2024-08 – 2025-04)
Collaborated with team members to develop and document best practices for consistent customer success operations and onboarding delivery.
- Collaborated with team members to develop and document best practices for consistent customer success operations and onboarding delivery
- Guided clients through high-stress service scenarios by providing accurate technical information and efficient workflow management
- Managed cross-functional conflict resolution, maintaining professionalism under pressure to ensure successful account maintenance
- Ensured strict adherence to organizational policies while streamlining customer inquiry response times
Patient Support Specialist at MODIVCARE SOLUTIONS LLC (2023-01 – 2023-03)
Managed implementation workflows for high-volume scheduling, optimizing appointment flow to reduce latency in customer transitions.
- Managed implementation workflows for high-volume scheduling, optimizing appointment flow to reduce latency in customer transitions
- Utilized SaaS platform functionality (Genesys) to execute end-to-end user onboarding and scheduling coordination
- Conducted thorough data analysis and insurance verification to minimize implementation errors and billing disputes
- Facilitated follow-up communications during the 30-day post-activation window to enhance client engagement and retention levels
Customer Service Representative at TRANSCORE EZPASS (2022-03 – 2022-10)
Trained users on payment processing platform features and ensured rapid time-to-value for new inbound account holders.
- Train users on payment processing platform features, ensuring rapid time-to-value for new inbound account holders
- Monitored account activation status and resolved high-priority disputes under strict performance timelines
- Streamlined customer payment workflows by adhering to precise company policy and implementation standards
- Cultivated long-term loyalty by resolving complaints with strategic empathy and technical troubleshooting expertise
Staffing Recruiter at SALSON LOGISTICS (2021-07 – 2022-02)
Streamlined the candidate onboarding process through process optimization, significantly enhancing the time-to-hire for diverse industries.
- Streamlined the candidate onboarding process through process optimization, significantly enhancing the time-to-hire for diverse industries
- Negotiated complex service agreements between clients and candidates to ensure long-term retention and successful placements
- Monitored the 30-90 day performance of placed hires, providing feedback to stakeholders to ensure organizational success
- Built and managed strong client relationships to deliver tailored staffing and implementation solutions
Claims Representative at IQVIA (2019-01 – 2021-05)
Processed and verified complex data sets for co-pay claims, ensuring accuracy and minimizing errors in implementation management.
- Processed and verified complex data sets for co-pay claims, utilizing Microsoft Excel and internal databases to ensure accuracy
- Evaluated insurance workflows and adherence to regulatory standards to minimize errors in implementation management
- Collaborated with external stakeholders, including pharmacies and supervisors, to resolve account status issues and technical disputes
- Improved customer satisfaction by delivering timely and accurate information on implementation milestones and claim resolutions
Staffing Recruiter at E & S Home Care Solutions (2017-03 – 2018-10)
Conducted comprehensive interviews to assess candidate skills and cultural fit, managing onboarding processes with regulatory compliance.
- Conducted comprehensive interviews to assess candidate skills and cultural fit
- Managed onboarding processes, ensuring compliance with regulatory standards and company policies
- Collaborated with hiring managers to identify staffing needs and develop job descriptions
- Built strong relationships with clients to understand their staffing needs and deliver tailored solutions
Call Center Representative at Renewal by Andersen Window Replacement (2012-08 – 2014-11)
Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Utilized CRM software to track interactions and update customer profiles accurately
- Coordinated follow-up communication with customers post-service to ensure ongoing satisfaction and loyalty
- Managed high call volumes while providing exceptional customer support and maintaining professional composure
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations
