Tosha Cunningham-Peterson

Very professional and courteous with 20+ years of customer service experience across healthcare, finance, telecommunications, and membership services. Skilled in handling high call volumes, resolving complex issues, providing technical assistance, and delivering exceptional customer experiences. Multi-tasker, quick learner, and able to perform job duties in a time-efficient manner. Authorized to work in the US for any employer.

Customer Service Representative - Select Portfolio Servicing - Jacksonville, FL

(2025-08)

• Assisting customers with mortgage accounts
• Processing payments
• Assisting customers regarding foreclosure and bankruptcy accounts
• Documenting interactions with customers, insurance agents and bank representatives and third party authorizations on account
• Assisting customers with mortgage assistance such as modifications and repayment plans
• Guiding customers with website and mobile app information

Customer Service Representative - Wells Fargo (Contractor) - Charlotte, NC

(2023-11 - 2025-08)

Received calls from current and existing Wells Fargo account holders to assist with previous add-on products.

• Managed 40–50 inbound and outbound calls daily while maintaining high accuracy in documentation
• Listened to calls from other agents and provided constructive feedback on call handling and note-taking
• Assisted customers with account inquiries, billing questions, and service escalations
• Documented customer interactions in CRM systems with detailed and accurate case notes
• Escalated unresolved issues to appropriate departments while ensuring proper follow-up with customers

Customer Service Representative - American Specialty Health - Carmel, IN

(2023-05 - 2023-11)

• Managed 40–60 inbound and outbound calls daily, providing assistance with memberships and claims
• Assisted members with enrolling and managing gym memberships
• Contacted insurance providers to verify member eligibility and coverage
• Processed payments for enrollment fees and ensured compliance with company policies
• Resolved billing discrepancies and addressed member concerns in a professional manner
• Maintained confidentiality of sensitive health and insurance information (HIPAA compliance)

Rivet Operator / LED Technician - Anthem Displays - Elizabethtown, NC

(2021-06 - 2023-09)

• Built housing compartments for LED lights used in digital display systems
• Assembled and tested cables to ensure proper power flow and functionality
• Trained and mentored new employees on production line procedures and safety protocols
• Conducted quality checks to verify proper assembly and compliance with design standards
• Collaborated with team members to meet daily production goals

Employment Gap

(2019-01 - 2021-06)

Provided family support and care during daughter's pregnancy.

Customer Service Representative - Conduent / Sprint - Charlotte, NC

(2015-04 - 2019-01)

• Received inbound calls from customers regarding billing issues, service inquiries, and complaints
• Resolved issues by identifying customer needs and providing tailored solutions in a timely and courteous manner
• Processed payments, updated customer account information, and explained billing statements
• Escalated complex cases to higher-level support while ensuring customer satisfaction
• Consistently met performance metrics including call resolution time and customer satisfaction ratings

Customer Service Representative - Rotech Healthcare - Charlotte, NC

(2010-10 - 2014-12)

• Provided medical equipment and coordinated services for patients
• Contacted insurance companies and physician offices to confirm coverage and arrange authorizations
• Scheduled technician appointments for installation and servicing of medical equipment
• Assisted patients with billing inquiries, insurance verification, and supply orders
• Maintained patient files with accurate and up-to-date documentation

General Diploma - Woodrow Wilson HS (1996-06)