CHRISTINA BOYD
Buffalo,NY
Summary
Motivated customer service professional with solid foundation in Medicare support, consistently delivering high-quality service and effective solutions. Known for strong collaboration with team members and adaptability to changing needs. Possesses excellent communication skills and proactive approach to problem-solving.
Overview
14
14
years of professional experience
Work History
Medicare Customer Service Representative
Excellus BCBS
Rochester, NY
09.2025 - Current
- Managed inbound call operations. Participants team efforts to improve response times and service delivery. Developed strategies to enhance customer engagement and retention.
- Performed outbound calling as needed to address client inquiries.
- Achieve outstanding call center results while upholding a strong commitment to professional standards and team productivity.
- Facilitated customer satisfaction by addressing questions regarding Medicare benefits and coverage options.
- Monitored prior authorization status and communicated updates to members.
- Achieved timely updates on claims by effectively monitoring processing and pending statuses.
- Assist members with online portal / website assistance.
Customer Service Representative
T-Mobile
Rochester, NY
06.2025 - 09.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed payment transactions and provided assistance with billing-related questions to enhance customer experience.
- Collaborated with users to identify and resolve technical difficulties, employing screen sharing to enhance support efficiency.
Patient Engagement Specialist (Call Center)
Catholic Health
144 Oak Street Buffalo, NY
04.2024 - 06.2025
- Answered incoming calls remotely and scheduled appointments / canceled appointments
- Followed document protocols to safeguard confidentiality of patient records.
- Supported patient admissions, discharges, and transfers to promote team productivity.
- Verifying Patient Health Insurance
Out Patient Scheduler (Float)
Strong Hospital (URMC)
601 Elmwood Rochester, NY
01.2023 - 04.2024
- Out Patient checking in / checking out and rescheduling appointments
- Managed multiple schedules and prioritized tasks to meet demands of fast-paced work environment
- Answering Incoming telephone calls to offer office information answer questions, and direct calls to staff.
- Making reminder appointment calls
- Paging Providers
- Filing, Faxing and Scanning documents
- Data entry
- Telephone encounters
- Sending / Requesting referrals
- Float between different locations as needed
Customer Service Representative
RTS
Rochester, NY
03.2022 - 01.2023
- Facilitated transportation solutions for customers with physical disabilities.
- Analyzed traffic patterns and developed effective route schedules for drivers to minimize delays.
- Monitored estimated time of arrival and adjusted transportation schedules as necessary.
- Reviewed and confirmed necessary qualifications for ride transportation to ensure operational efficiency.
Call Center Customer Service Representative
Spectrum
1393 Mt Hope, Rochester NY
05.2020 - 01.2023
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Managed billing inquiries and resolved discrepancies to maintain efficient account management.
- Implemented de-escalation techniques to manage and resolve consumer grievances.
- Documented and detailed calls and complaints
- Creating IT / service tickets
- Assisted in upgrading devices for customers. Supported trade-in processes for device exchanges. Provided device protection assistance to customers.
Mail Handler Assistant
Post Office
Rochester, NY
01.2020 - 08.2021
- Sorted and distributed mail efficiently to ensure timely delivery across multiple routes.
- Operated sorting machines and handheld scanners to streamline processing workflows.
- Assisted in training new staff on safety protocols and operational procedures.
- Maintained accurate inventory of supplies, contributing to effective resource management.
- Reduced damage to parcels by carefully handling fragile items during sorting and transportation processes.
Technical Support Representative ( Call Center)
ADT Security
285 Thruway Park Dr, Rochester, NY
05.2019 - 08.2021
- Managed inbound and outbound calling
- Utilized active listening and problem-solving skills to de-escalate irate consumers, ensuring a positive customer experience.
- Assisted customers with billing inquiries and account management. Supported resolution of billing discrepancies and payment issues. Provided guidance on billing processes and payment options.
- Troubleshot technical issues with alarm systems, providing effective solutions to enhance performance.
- Authorized police dispatch when necessary.
Team Lead ( Call Center )
Maximus
907 Elmgrove Rd. Rochester, NY
10.2016 - 05.2019
- Managed zone coverage responsibilities to enhance operational efficiency and support strategic objectives.
- Resolved conflicts by de-escalating irate consumers through effective communication techniques.
- Mentored team members to develop professional growth and enhance skill sets.
- Facilitated and guided meetings aimed at promoting teamwork and effective decision-making.
Assistant Manager
Family Dollar
Rochester, NY
02.2015 - 10.2016
- Managed store operations, including opening and closing procedures.
- Managed daily operations, stock management and customer service.
- Processed bank deposits accurately and efficiently. Supported team in managing daily deposit transactions.
- Assisted in maintaining accurate financial records for deposits.
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Maintained cleanliness and organization of store environment.
Customer Service Representative
Lincare Medical Center
San Antonio, TX
04.2012 - 08.2015
- Answered multi line incoming phone calls
- Help assist walk in customers
- Health insurance verification
- Created service tickets
- Completed filing away documents and faxing
Education
No Degree - Criminal Justice
Monroe Community College
Rochester, NY09.2016
High School Diploma -
Victory Learning Center
San Antonio, TX06.2012
Skills
- Administrative Support
- HIPAA Compliance
- Medical Records Verification
- Critical Thinking
- Medical Billing
Timeline
Medicare Customer Service Representative
Excellus BCBS
09.2025 - Current
Customer Service Representative
T-Mobile
06.2025 - 09.2025
Patient Engagement Specialist (Call Center)
Catholic Health
04.2024 - 06.2025
Out Patient Scheduler (Float)
Strong Hospital (URMC)
01.2023 - 04.2024
Customer Service Representative
RTS
03.2022 - 01.2023
Call Center Customer Service Representative
Spectrum
05.2020 - 01.2023
Mail Handler Assistant
Post Office
01.2020 - 08.2021
Technical Support Representative ( Call Center)
ADT Security
05.2019 - 08.2021
Team Lead ( Call Center )
Maximus
10.2016 - 05.2019
Assistant Manager
Family Dollar
02.2015 - 10.2016
Customer Service Representative
Lincare Medical Center
04.2012 - 08.2015
High School Diploma -
Victory Learning Center
No Degree - Criminal Justice
Monroe Community College