Assisted customers in resolving inquiries in high-volume call center environments. Supported documentation management and fostered strong client relationships. Contributed to administrative tasks and maintained a positive attitude while providing technical support.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Harris County Toll Road Authority
Houston, TX
07.2025 - Current
Responds promptly to customer inquiries regarding billing, payment plans, and account resolutions, ensuring a positive experience.
Negotiates repayment solutions with strong communication and negotiation skills, adhering to company policies.
Maintains a friendly and professional demeanor with customers and team members during all interactions.
Accurately documents all customer interactions and administrative activities in CRM systems.
Supports administrative processes and ensures all documentation is completed properly for customer accounts.
Customer Support Specialist
Southwest Airlines
Remote
11.2019 - 06.2024
Executed multi-channel customer service operations, promptly resolving inquiries and complaints.
Maintained accurate documentation in CRM systems and coordinated with internal teams to address customer needs.
Provided empathetic and effective communication while troubleshooting customer concerns and guiding them through processes.
Consistently met service level agreements and contributed to team goals for issue resolution and satisfaction.
Assisted in training new team members on customer service protocols and CRM usage, supporting a collaborative environment.
Insurance Verification Specialist
Humana
Atlanta, GA
07.2016 - 11.2019
Verified insurance coverage and eligibility, responding promptly to member and provider requests.
Assisted customers with claims status and eligibility, ensuring accuracy and compliance in all communications.
Maintained confidential and detailed documentation for all verifications and administrative activities.
Resolved escalated issues by working directly with providers and insurance carriers, demonstrating strong relationship-building skills.
Supported team projects aimed at improving workflow and documentation processes.