Derika Boswell
Montgomery
Summary
Versatile customer support specialist with 5+ years of experience across healthcare, finance, and technology sectors. Skilled in managing high call volumes, resolving complex billing and technical issues, and providing top-tier patient and customer support. Strong expertise in remote work tools, CRM systems, and virtual troubleshooting with a consistent record of exceeding performance targets and customer satisfaction metrics.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Edfinancial Services
04.2024 - Current
- Handle 60+ daily customer inquiries via phone and email, maintaining a 95% satisfaction score.
- Resolve account, loan servicing, and technical issues while guiding users on platform navigation.
- Maintained accurate records in CRM, exceeding resolution targets by 12%.
Customer Service Representative (Remote)
GetInsured
03.2023 - 02.2024
- Delivered virtual support for ACA healthcare enrollment and billing issues.
- Managed 50–70 daily calls/chats using Zendesk and Salesforce.
- Consistently ranked in top 10% for customer feedback.
Member Service Representative
UnitedHealth Group
09.2021 - 03.2023
- Provided Medicare/Medicaid guidance, eligibility details, and billing support.
- Collaborated with providers to resolve escalated claims.
Technical Support Representative
Kelly Services
03.2019 - 09.2021
- Diagnosed hardware/software issues for iOS users remotely.
- Managed AppleCare insurance inquiries and repair scheduling.
Education
Associate Degree - Network Technician
Virginia College
Montgomery, ALHigh School Diploma - undefined
Carver High School
Skills
- CRM: Zendesk, Salesforce
- Microsoft Office Suite
- Network Troubleshooting
- Remote Tools: Zoom, Slack, Teams
- Screen-sharing Platforms
Certification
- Google IT Support Certificate – Coursera (Expected July 2025)
- Customer Service Fundamentals – LinkedIn Learning (2025)
Timeline
Customer Service Representative
Edfinancial Services
04.2024 - Current
Customer Service Representative (Remote)
GetInsured
03.2023 - 02.2024
Member Service Representative
UnitedHealth Group
09.2021 - 03.2023
Technical Support Representative
Kelly Services
03.2019 - 09.2021
High School Diploma - undefined
Carver High School
Associate Degree - Network Technician
Virginia College