Vickijo Wade

Accomplished customer care professional with 10+ years of remote, high-volume call center experience. Demonstrates expertise in CRM systems, technical troubleshooting, and multi-channel support via phone, email, and chat. Proven ability to resolve customer inquiries efficiently while maintaining exceptional service and collaboration across teams.

Customer Service Agent - Tpusa - Panama City Beach, FL

(2022-06 - 2025-09)

• Delivered Tier 1 technical support by troubleshooting devices and software issues, ensuring quick resolution
• Managed customer inquiries via phone and online channels, maintaining professionalism and empathy
• Escalated complex technical problems to engineering teams to facilitate prompt solutions
• Accurately documented customer interactions and resolutions in CRM systems to maintain detailed records
• Consistently achieved high customer satisfaction while meeting productivity and quality standards

Customer Service Associate - Maximus Federal

(2015-09 - 2020-04)

• Assisted customers with insurance enrollment and explained Medicare and Marketplace options clearly
• Guided users through online portals and websites to facilitate application processes
• Maintained accurate customer records and adhered to compliance scripts and quality standards
• Resolved claims issues and escalated complex cases to appropriate departments for resolution
• Cross-trained in Medicare and Marketplace programs to provide knowledgeable support

General Studies - High school diploma - A. Crawford Mosley High School