Alicia Gilbert
Baytown
Summary
Detail-oriented, compassionate and results-driven Customer Service Representative with over five years of providing inbound support and issue resolution for customer care. Proven ability to maintain and improve data integrity, accuracy, and validation across multiple platforms, including Salesforce, FinancialForce, Google Sheets, and Excel. Dedicated customer service professional with knowledge of service delivery proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Strong knowledge of claims processing, call center environments, and administrative data entry.
Overview
10
10
years of professional experience
Work History
Chat Support Representative
1800-Contacts
Baytown
03.2024 - 04.2025
- Managed a chat volume ranging from 500 to 2,000 closed chats.
- Follow documented scripts, and maintain an average chat response time of under two minutes.
- Respond to 50 or more internal and external inquiries via phone, email, and live chat, achieving a 98% resolution rate.
- Excel at selling products, offering, and delivering exceptional customer experience.
- Show a track record of producing top-performing sales, and customer experience results.
- Work in a fast-paced environment, often supporting multiple customers at the same time.
- Achieved and exceeded sales targets while interacting with customers via chat and phone, selling company products and services.
- Handle and resolve customer inquiries and issues via chat and ticketing systems.
- Participated in ongoing training sessions regarding new products and updates to existing ones.
- Provided technical assistance to customers through online chat or telephone support.
- Resolved customer complaints in a timely manner while maintaining a positive attitude.
Customer Service Agent
Dish Network
01.2021 - 03.2024
- Clear and effective communication skills.
- Perform cash posting functions for facility claims, including posting payments and reconciling journals and remits.
- Possess expertise in outbound technology sales prospecting and are dedicated to refining the prospecting and lead generation processes.
- Answered incoming calls promptly and professionally within company standards.
- Performed administrative duties related to customer service such as filing documents or completing paperwork.
- Qualify and nurture both inbound and outbound sales leads, delivering high-quality, qualified prospecting to our revenue team.
Patient Service Representative
Houston Methodist Baytown
Baytown
04.2016 - 02.2021
- Provided technical and process support for live chat and help desk escalations, handling an average of 40 requests per week.
- Interacted directly via phone with patients, affiliate partners, payers, and healthcare providers.
- Collected payments and/or provided guidance on payment options for outstanding balances.
- Verified patient insurance eligibility and entered patient information into the system.
- Scanned documents into electronic health record system as needed.
- Ensured all necessary paperwork was completed prior to patient visits.
Customer Service Representative Team Lead
UPS
Baytown
07.2015 - 03.2016
- Supported quote documentation tracking and ensured pricing tables aligned with business rules.
- Contributed to contractual script workflows by drafting step-by-step input and error resolution guides.
- Managed version control and batch processing logs for partner onboarding activities.
- Practiced excellent attention to detail while executing repetitive yet critical tasks.
- Ability to exchange accurate information effectively over the phone.
- Accurately documented and processed customer claims in appropriate systems.
- Opened and maintained customer accounts with all desired account information.
- Listened to customer complaints and provided adequate solutions for their problems via phone or email.
- Managed open orders through the fulfillment process including releasing orders, delivery issues, and payment disputes.
Education
High School Diploma -
Ross S. Sterling High School
Some College (No Degree) - Communications
San Jacinto College
Pasadena, TXSkills
- Inbound call management
- Chat support
- Customer Service
- Billing Inquiries
- Customer Relations
- Inbound customer service
- Live chat support
- Payment Processing
- Call Center Experience
- Team leadership
- Time management
- Attention to detail
- Multi-channel support
- Quick typing
- Customer retention
Software System Expertise
- Salesforce
- FinancialForce ERP
- Microsoft Excel (Advanced)
- Google Sheets
- Tableau
- Power BI
- SQL
- SAP
- Zoho CRM
- Python (for automation scripts)
Timeline
Chat Support Representative
1800-Contacts
03.2024 - 04.2025
Customer Service Agent
Dish Network
01.2021 - 03.2024
Patient Service Representative
Houston Methodist Baytown
04.2016 - 02.2021
Customer Service Representative Team Lead
UPS
07.2015 - 03.2016
High School Diploma -
Ross S. Sterling High School
Some College (No Degree) - Communications
San Jacinto College
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