Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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CHRISTINA HOGAN

Deltona

Summary

Detail-oriented and solutions-focused customer service professional with 3+ years of experience in fast-paced, high-volume call center roles across pharmacy and banking sectors. Worked as a Certified Nursing Assistant for 22+ years, bringing compassion, patience, and a calm presence to every interaction. Proven success as a Subject Matter Expert, resolving escalated issues, mentoring peers, and handling 50-100 customer interactions daily. Adept at navigating complex inquiries using Salesforce CRM, Microsoft Office Suite, and multiple systems simultaneously-including call routing and documentation platforms-with speed and accuracy. Proven success in both on-site and remote customer support roles, demonstrating adaptability, independence, and consistent professionalism.

Professional with deep expertise in subject matter, prepared to drive impactful outcomes. Proven ability to deliver results through collaborative teamwork and adaptability. Skilled in research, analysis, and effective communication. Known for reliability and strong focus on meeting organizational goals.

Overview

25
25
years of professional experience

Work History

Subject Matter Expert (SME) - Pharmacy Support

Foundever
01.2023 - 04.2025
  • Resolved escalated pharmacy cases, managing 50-60 daily calls involving prescription discrepancies, insurance denials, and sensitive patient concerns.
  • Guided frontline agents in Salesforce CRM workflows, documentation accuracy, and pharmacy protocols.
  • Collaborated with leadership and QA teams to improve process efficiency, enhance training resources, and elevate support quality.
  • Mentored new hires, building team confidence and performance through real-time coaching and daily support.

Banking Customer Support Representative

Foundever
01.2022 - 01.2023
  • Handled 70-100 daily customer interactions related to account access, fraud alerts, transaction disputes, and general banking services.
  • Maintained secure handling of sensitive data in compliance with federal privacy standards and banking regulations.
  • Delivered clear, empathetic resolutions to escalated concerns, earning consistent top-tier satisfaction scores.
  • Achieved high performance in call quality, issue resolution, and professionalism benchmarks.

Licensed Nursing Assistant

Nursing and Rehab Centers in Central Florida
03.2000 - 10.2022
  • Fostered strong relationships with patients'' families through clear communication and empathetic support during difficult times.
  • Facilitated smooth transitions between shifts by diligently documenting pertinent patient updates for incoming colleagues.
  • Maintained a calm and comforting atmosphere for patients experiencing anxiety or distress, utilizing effective communication techniques.
  • Enhanced patient safety through diligent monitoring, accurate documentation, and timely reporting of health concerns.
  • Ensured continuity of care by providing thorough updates during shift changes and maintaining detailed records of patient progress.
  • Upheld regulatory compliance standards by consistently following facility policies, procedures, and licensure requirements.
  • Promoted patient comfort by promptly addressing pain management needs in collaboration with nursing staff.
  • Advanced quality improvement initiatives through active participation in educational opportunities, team meetings, and performance evaluations.
  • Documented patient information and care activities in electronic health record.
  • Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.

Education

Nursing Assistant Diploma -

Americare School of Nursing
Maitland, FL
01.2000

Skills

  • Remote Customer Support

  • Team Collaboration

  • Customer Relationship Management (CRM)

  • High-Volume Call Handling

  • Escalation Resolution

  • De-escalation

  • Salesforce CRM

  • Microsoft Office Suite

  • Team Support

  • Pharmacy Insurance

  • Prescription Knowledge

  • Banking Transactions

  • Fraud Prevention

  • Empathetic Communication

  • Conflict Resolution

  • Quality Assurance

  • Collaboration

  • Call Routing

  • Documentation Systems

  • Multitasking Abilities

  • Written communication

  • Attention to detail

  • Time management abilities

  • Problem-solving abilities

Personal Information

Available: Remote

Timeline

Subject Matter Expert (SME) - Pharmacy Support

Foundever
01.2023 - 04.2025

Banking Customer Support Representative

Foundever
01.2022 - 01.2023

Licensed Nursing Assistant

Nursing and Rehab Centers in Central Florida
03.2000 - 10.2022

Nursing Assistant Diploma -

Americare School of Nursing

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