I am a Customer Support & Operations Specialist with more than 10 years of experience supporting customers in high-volume service environments. I focus on clear communication, complex issue resolution, accurate documentation, and consistently positive customer experiences.
I have experience managing inbound and outbound customer interactions across telecommunications, property services, healthcare access, and retail. I am comfortable balancing customer service goals with sales, scheduling, billing, and operational responsibilities.
I use CRM systems and customer records to document interactions, coordinate follow-up, and maintain accurate information. I am skilled in de-escalating concerns, resolving issues at first contact when possible, and escalating matters appropriately.
My healthcare experience includes collecting copays and deductibles, processing insurance-related issues, managing prior authorizations, scheduling appointments, and protecting sensitive information through HIPAA compliance. I also hold a Medical Billing & Coding Certificate.
I am reliable, adaptable, and effective in both office and remote settings. I bring a customer-first mindset, strong attention to detail, and the ability to remain organized while handling high communication volumes.
Delivered personalized customer support by identifying customer needs and recommending tailored Apple solutions. Supported high-volume store traffic while providing timely assistance and effective issue resolution.
Exceeded seasonal sales benchmarks, achieving a 39% AppleCare attachment rate and a 45% accessory attachment rate. Maintained an 85% customer satisfaction score and a 73% timely assistance rate.
Collected copays and deductibles accurately while supporting patient access processes. Managed prior authorizations and investigated discrepancies related to insurance billing.
Conducted outbound wellness calls to encourage patient engagement and schedule appointments. Protected patient information by maintaining strict HIPAA compliance.
Handled high-volume inbound communications related to leasing, maintenance, and resident services. Coordinated scheduling and service requests while maintaining accurate tenant records.
Resolved resident concerns promptly and provided consistent follow-up to support a positive service experience. Assisted with operational communication across property-service requests.
Balanced customer service and sales objectives by resolving account concerns and recommending relevant add-on services and upgrades. Maintained accurate records of customer interactions and sales activity.
De-escalated customer concerns, prioritized first-contact resolution, and consistently met monthly sales targets through problem-solving and customer support strategies.
Certificate, Medical Billing & Coding
Medical Billing & Coding Certificate.
High School Diploma
High School Diploma.
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