Open To Work
Denise Mitchell
Charlotte,NC
Work Preference
Summary
Customer Success leader with 18+ years of experience in telecommunications and healthcare. Proven expertise in customer complaint resolution, escalation management, and identifying systemic customer pain points. Recognized for serving as a strong voice of the customer, protecting brand reputation, and partnering cross-functionally to improve customer outcomes and long-term loyalty. Extensive experience working remotely in regulated environments.
Overview
20
20
years of professional experience
Work History
Customer Service Representative II (Senior Escalation Role)
WPS Health Solutions
01.2017 - 01.2025
- Led resolution of 30-40 complex customer complaints and escalations weekly
- Resolved 85-90% of escalated cases on first follow-up
- Maintained 95%+ quality and compliance scores (HIPAA / PHI)
- Reduced repeat complaint drivers by 15-20% through systemic issue identification
- Exceeded customer satisfaction benchmarks through empathetic resolution
Account Services Representative / Escalation Team Lead
Sprint Corporation
01.2008 - 01.2016
- Managed executive-level customer complaints and escalations
- Improved resolution timelines by ~20%
- Reduced repeat escalations by 15% through root-cause collaboration
- Mentored team members on de-escalation and customer advocacy
Customer Service Representative
Cendant Corporation
01.2005 - 01.2007
- Delivered tailored customer solutions to improve satisfaction and retention
Education
High School Diploma -
Saint Michael's High School
Skills
- Customer Complaint & Escalation Management
- Voice of the Customer (VoC)
- Customer Success Strategy
- Brand Reputation Protection
- Cross-Functional Collaboration
- Root Cause Analysis
- Customer Retention & Loyalty
- KPI & CSAT Performance
- Remote Operations
- Telecommunications Experience
Timeline
Customer Service Representative II (Senior Escalation Role)
WPS Health Solutions
01.2017 - 01.2025
Account Services Representative / Escalation Team Lead
Sprint Corporation
01.2008 - 01.2016
Customer Service Representative
Cendant Corporation
01.2005 - 01.2007
High School Diploma -
Saint Michael's High School