Aubaney Weathersby
Summary
Experienced customer service professional with 6+ years of experience across banking, healthcare and technical support in remote call center environments. Proven ability to manage high-volume customer interactions, resolve complex account issues, and deliver accurate support in fast-paced settings. Experienced in Medicaid/Medicare services, financial customer support, HIPAA compliance, and multi-system navigation
Overview
8
8
years of professional experience
Work History
Customer Service Representative (Banking Support)
PNC Bank
Remote
- Current
- Troubleshoot online banking (OLB) login issues, access errors, and system navigation problems
- Assist customers with enrolling in online banking and setting up digital account access
- Handle banking inquiries including accounts, transactions, debit cards, and fraud concerns
- Process and support account maintenance requests including account closures and updates
- Accurately document customer interactions using CRM systems
- Maintain compliance with banking regulations, security protocols, and verification procedures
- Deliver high-quality customer service while meeting performance and productivity metrics
- Handle sensitive financial information with confidentiality and accuracy
- Provide customer support for banking accounts, transactions, and online banking services
- Assist with debit card issues, fraud concerns, account access, and general inquiries
- Accurately document customer interactions using CRM systems
- Maintain compliance with banking regulations and security protocols
- Deliver high-quality service while meeting performance and productivity goals
- Handle sensitive financial data with confidentiality and accuracy
Healthcare Customer Service Representative
Conduent
Jackson, MS
12.2022 - 07.2025
- Assisted customers in resolving inquiries regarding healthcare services and benefits.
- Managed high-volume calls, ensuring prompt and accurate information delivery.
- Documented customer interactions in CRM system for tracking and quality assurance.
- Collaborated with team members to streamline communication processes and improve service efficiency.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
Technical Support Service Representative
Asurion
Remote
01.2019 - 12.2022
- Managed 80–120 inbound calls daily for technical support and warranty services
- Resolved mobile device and service issues through step-by-step troubleshooting
- Documented all interactions using Zendesk and Salesforce
- Maintained strong customer satisfaction and first-call resolution rates
- De-escalated complex customer issues with professionalism and empathy
Education
Associate of Arts -
Hinds Community College
Raymond, MS5 2019
High School Diploma -
Madison Central High School
Madison, MS5 2016
Skills
- Technical Troubleshooting & Device Support
- CRM systems: Zendesk, Salesforce
- Banking Customer Support
- Medicare and Medicaid Services
- HIPAA Compliance
- Medical Terminology (Basic)
- Eligibility Verification
- Case Documentation
- Conflict Resolution & De-Escalation
- First Call Resolution (FCR)
- Call Documentation & Ticketing systems
- Microsoft Office & Basic IT Systems
- Time Management & Multitasking
- Customer Relations
- Problem Resolution
- Call Center Experience
- Conflict Resolution
Timeline
Healthcare Customer Service Representative
Conduent
12.2022 - 07.2025
Technical Support Service Representative
Asurion
01.2019 - 12.2022
High School Diploma -
Madison Central High School
Customer Service Representative (Banking Support)
PNC Bank
- Current
Associate of Arts -
Hinds Community College