Saleforce
Open To Work
Catrece Blackmon
Houston,TX
Summary
Customer Support Professional with over 11 years of experience providing high-volume, customer-focused support in remote environments. Demonstrated ability to maintain quality scores exceeding 95%, resolve 70 to 100 inquiries daily, and consistently meet strict service level agreement (SLA) response standards. Proficient in troubleshooting platform issues, documenting detailed case notes in CRM systems, and collaborating across functions to enhance workflows and improve customer satisfaction.
Overview
11
11
years of professional experience
Work History
Customer Support Specialist
Activus Connect
Orlando, FL
08.2025 - Current
- Deliver exceptional customer support through inbound calls and chats, addressing complex inquiries with empathy and accuracy.
- Support customers with account setup, scheduling, and technical navigation in a fast-paced environment.
- Handle 80-100+ calls, emails, and chats daily while maintaining high quality and customer satisfaction scores.
- Accurately document interactions across multiple systems while ensuring compliance with policies and procedures.
Customer Service Specialist
Foundever
Nashville, TN
07.2024 - 03.2025
- Managed inbound calls and emails to resolve customer inquiries, complaints, refunds, and account issues.
- Ensured accurate documentation of all interactions while meeting performance metrics and service-level expectations.
- Diagnosed software problems, guiding users through troubleshooting processes.
- Documented support interactions in ticketing system to maintain accurate records.
- Resolved technical issues for customers, enhancing user satisfaction and retention.
Customer Service Representative
Foundever
Nashville ,TN
11.2022 - 06.2024
- Handled inbound and outbound member communications related to healthcare spending accounts.
- Educated members on claims status, denials, documentation requirements, and benefits navigation while maintaining strict HIPAA compliance.
- Utilized CRM software to track customer interactions and improve service efficiency.
Customer Care Representative
TTEC
Austin, TX
08.2015 - 10.2022
- Managed high volumes of inbound and outbound calls assisting customers with health benefits, payroll, and HR services.
- Improved first-call resolution through accurate CRM documentation and customer-focused problem solving.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Researched and identified solutions to technical problems.
Education
Bachelor of Science - Health And Human Services
Western Governors University
Salt Lake City, UT06-2029
Diploma - Medical Billing & Coding
National Institute of Technology
Houston, TX02-2006
High School Diploma -
Aldine High School
Houston, TX05-2003
Skills
- Inbound Call & Chat Support Billing & Claims
- Active Listening
- One-Call Resolution
- HIPAA, Privacy & Regulatory Compliance
- Call Center Metrics (AHT, QA, CSAT)
- CRM Systems & Multi-Application Navigation
- High-Volume Call Center Operations (40-100 Contacts/Day)
- Data Entry Accuracy & Documentation (25 WPM)
- Microsoft Office Suite (Intermediate)
- Remote Work Readiness & Independent Productivity
- Problem-solving
- Product knowledge
- Appointment scheduling
- Technical troubleshooting
- Empathy and patience
- Time management
- Front-Line Customer Support (Phone, Email, Chat, Ticketing) CRM & Multi-System Navigation High-Volume Case Management (70–100 Daily) Customer Satisfaction & Quality Assurance Metrics Detailed Documentation & Case Tracking Cross-Functional Collaboration
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Slack
Microsoft Teams
Zoom
Amazon Workspace
Genesys
Service Desk Ticketing System
Koordinator
Timeline
Customer Support Specialist
Activus Connect
08.2025 - Current
Customer Service Specialist
Foundever
07.2024 - 03.2025
Customer Service Representative
Foundever
11.2022 - 06.2024
Customer Care Representative
TTEC
08.2015 - 10.2022
Bachelor of Science - Health And Human Services
Western Governors University
Diploma - Medical Billing & Coding
National Institute of Technology
High School Diploma -
Aldine High School