I am a patient, dependable customer service professional with extensive experience supporting patients, customers, and clients in high-volume call center environments. I am seeking a remote customer service support role where I can contribute strong communication, problem-solving, and administrative abilities while continuing to grow professionally.
I have handled high volumes of inbound calls, processed customer orders, scheduled appointments, verified insurance information, maintained accurate records, and resolved concerns professionally. I prioritize privacy, confidentiality, accuracy, and a positive experience for every person I assist.
My background also includes call center leadership, including supervising representatives, hiring and coaching staff, conducting quality assurance monitoring, handling escalated client concerns, and analyzing call center metrics. I am comfortable balancing service quality with operational goals.
I work effectively both independently and as part of a team. I bring active listening, conflict resolution, time management, attention to detail, adaptability, and a calm, compassionate approach to customer interactions.
In addition to professional customer service experience, I have managed complex family care responsibilities, appointments, transportation, budgeting, vendors, and home projects. These responsibilities strengthened my organization, accountability, and ability to manage multiple priorities.
Managed family care responsibilities, including scheduling appointments with doctors and vendors and supporting household budgeting.
Provided care for three older parents as needed. Coordinated home remodeling, home sale activities, and construction planning for relocation.
Handled approximately 50 to 100 inbound patient calls per day, assessed inquiries, scheduled appointments, and confirmed health insurance information.
Maintained accurate patient records, updated information as needed, resolved complaints professionally, and protected patient confidentiality and privacy.
Processed customer orders and handled a wide range of customer situations in a high-volume call center environment, managing approximately 50 to 100 calls per day.
Ensured order-processing accuracy and timeliness, responded to customer inquiries, and resolved order-related issues.
Managed family responsibilities, including appointment scheduling and transportation coordination for a child.
Supported home rebuilding efforts following two hurricanes in 2004 and took time away to recover from medical issues that have since been addressed.
Managed and supervised a team of 53 call center representatives. Conducted hiring, discipline, termination processes, performance evaluations, coaching, and quality assurance call monitoring.
Handled escalated client complaints, collaborated with other departments to resolve issues, and tracked call center metrics in an environment receiving more than 15,000 calls per day. Served as Contract Manager for the Texas EBT system, Texas Parks and Wildlife, and Illinois EBT systems.
Oversaw concession stand operations at events, developed concession strategies, managed inventory and supply ordering, and monitored sales and financial performance.
Hired, trained, and scheduled concession staff while ensuring compliance with local health and safety regulations. This was a part-time role.
High School Diploma
Completed required subject studies to achieve a High School Diploma.
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