I am a customer service professional with 34 months of experience across technical support, healthcare advocacy, customer retention, and loyalty.
I resolve customer concerns through phone, email, and live chat, combining active listening, empathy, troubleshooting, and clear communication. I have maintained a 90% first-contact resolution rate while ensuring accurate case documentation.
I am experienced in retention, upselling, cross-selling, negotiation, and objection handling. I have supported cancellation requests and helped preserve revenue by identifying suitable solutions for customers.
I have technical support experience handling telecommunications accounts, including billing disputes, payment extensions, SIM activations, number porting, roaming setup, APN configuration, and mobile connectivity issues.
I also have healthcare support experience navigating insurance benefits, copays, deductibles, claims, prior authorizations, and member disputes. I strictly follow HIPAA and data privacy standards when handling protected health information.
I am comfortable using CRM and EMR software to manage customer histories, maintain detailed records, and deliver consistent omnichannel service.
Delivered omnichannel customer support through phone, email, and live chat. Used troubleshooting and problem-solving skills to resolve 90% of inquiries during the first contact.
Resolved escalations and critical customer complaints through empathy and active listening. Maintained accurate data entry and case documentation.
Executed targeted upselling and cross-selling strategies during cancellation requests to help preserve company revenue. Applied advanced objection-handling techniques to address customer friction points and convert cancellation intent into upsell opportunities.
Used CRM software to maintain accurate account documentation and customer history, supporting a seamless service experience.
Managed high-volume inbound customer inquiries related to TPG Mobile accounts, including billing discrepancies, data-usage disputes, and payment extensions.
Handled service provisioning for SIM activations, mobile number porting, and international roaming. Troubleshot mobile connectivity issues by guiding customers through APN configuration and device settings.
Protected patient health information by strictly following HIPAA guidelines and data privacy standards in all customer interactions.
Guided members through health insurance benefits, including copays, deductibles, and claims procedures. Collaborated with healthcare providers and insurance teams to expedite prior authorizations and resolve member disputes.
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