I am a customer support and operations professional with experience delivering responsive, customer-focused service across healthcare member services, call center operations, order processing, and retail environments.
I manage high-volume customer interactions through phone, email, and chat, using clear communication, active listening, and a calm approach to resolve enquiries, complaints, and service issues.
I have supported healthcare members with OTC orders, order tracking, patient service needs, accurate recordkeeping, and escalation of complex cases in fast-paced remote service environments.
I am experienced in documenting customer interactions, updating accounts, processing orders and returns, maintaining data logs, and collaborating with colleagues to ensure issues are addressed efficiently.
My technology experience includes Salesforce, NICE CXone, Genesys, Microsoft Teams, SharePoint, Outlook, Webex, and other customer support tools. I bring strong problem-solving, de-escalation, time-management, and cross-functional collaboration skills.
I hold a B.Sc. in Physiology and combine my academic background with practical customer service experience to provide professional, accurate, and empathetic support.
Manage high-volume inbound and outbound customer interactions across phone, email, and chat channels. Respond to customer enquiries and complaints, resolve issues, and escalate cases requiring additional support.
Process customer orders and returns, update customer accounts in Salesforce and NICE CXone (MAX), and maintain accurate customer records. Coordinate with team members using Microsoft Teams and SharePoint.
Handled an average of more than 40 customer calls per day, providing clear, professional, and empathetic member support in a remote healthcare services environment.
Assisted members with over-the-counter orders and order tracking, communicated relevant information, maintained accurate records, and followed established service procedures.
Handled more than 40 customer calls per day in a fast-paced remote customer service environment. Responded to enquiries and supported patient service needs.
Escalated complex issues when appropriate and maintained accurate customer data logs and interaction documentation.
Provided product information and customer guidance to support informed purchasing decisions. Addressed customer concerns promptly and professionally.
Processed customer transactions accurately using point-of-sale systems while maintaining a positive customer experience.
B.Sc., Physiology
Bachelor of Science degree in Physiology.
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