CALVINA BROWN
Houston,TX
Summary
Remote customer support professional with experience handling chat, account, payment, healthcare benefits, and technical support issues. Experienced with Salesforce, Microsoft 365, CRM systems, case documentation, escalations, and working across multiple platforms. Known for clear communication, accurate recordkeeping, and staying organized in fast-paced support environments.
Overview
1
1
Certification
9
9
years of post-secondary education
3
3
years of professional experience
Work History
Customer Service Representative
Concentrix
Houston, TX
09.2024 - 08.2026
- Managed 20-30 daily customer interactions, addressing account questions, payment concerns, and providing Tier 2 troubleshooting support to enhance customer satisfaction.
- Provided assistance for product, service, and technical inquiries while navigating multiple systems in a remote environment, improving response times for customer support.
- Followed service, quality, resolution-time, and documentation while managing a steady workload.
- Investigated escalated issues in Salesforce and Microsoft 365, documenting findings and maintaining accurate case notes to ensure seamless follow-up.
- Worked remotely to support customers
Customer Service Agent
NationsBenefits / ShyftOff
Houston, TX
01.2025 - 05.2026
- Verified member eligibility and benefit coverage across Medicare Advantage programs, ensuring accurate service delivery using multiple systems.
- Researched benefit and account questions, providing precise information that enhanced member understanding of plan details and internal resources.
- Documented member and provider interactions, while maintaining up-to-date account information to support effective service delivery.
- Operated autonomously in remote environment in a remote setting while handling sensitive information and multiple requests.
- Completed tasks from home office to manage tasks and communications effectively.
Customer Service Representative
CXpert
Houston, TX
02.2023 - 05.2024
- Assisted 20-50 members daily with inquiries regarding healthcare coverage, eligibility, benefits, orders, appointments, and transportation to ensure access to necessary services.
- Processed orders, appointment requests, and transportation arrangements and documented the outcome of each request.
- Investigated service issues and facilitated communication between members and providers to achieve timely resolutions.
- Coordinated processing of orders, appointment requests, and transportation arrangements, ensuring accurate documentation of outcomes for future reference.
- Worked remotely to support team operations.
Education
Bachelor of Science - Fashion Merchandising and Management
California State University
Sacramento 08.2016 - 05.2021
Associate of Science - Business Administration
Merritt College
Oakland, CA 01.2014 - 05.2018
Skills
- Tier 2 Troubleshooting
- Salesforce / CRM
- Microsoft 365
- Case Documentation
- Escalation Support
- Account & Payment Support
- Data Management
- Multi-system navigation
- Chat support
- Time Management
- Remote Work
- Problem Solving
Certification
Intuit Bookkeeping Certification | Completion
Google Data Analytics Professional Certificate | In Progress
Timeline
Customer Service Agent
NationsBenefits / ShyftOff
01.2025 - 05.2026
Customer Service Representative
Concentrix
09.2024 - 08.2026
Customer Service Representative
CXpert
02.2023 - 05.2024
Bachelor of Science - Fashion Merchandising and Management
California State University
08.2016 - 05.2021
Associate of Science - Business Administration
Merritt College
01.2014 - 05.2018