DE'YONNA PATTERSON
Columbus,GA
Summary
Customer Service Professional with 8+ years of experience in high-volume call center and remote support roles. Skilled in multi-channel communication, Salesforce CRM, HIPAA-compliant documentation, and de-escalation. Proven track record of meeting performance metrics for quality, productivity, and customer satisfaction while delivering accurate, empathetic service in fast-paced healthcare and service environments.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Alorica
Piney Flats, TN
08.2024 - 12.2025
- Provided exceptional multi-channel customer support via phone, chat, and email in a fast-paced remote environment.
- Handled 50–70+ daily customer interactions involving billing, account management, and service issue resolution.
- Maintained accurate CRM documentation and ensured compliance with company policies and quality standards.
- Effectively de-escalated complex customer concerns, contributing to strong customer satisfaction and performance results.
Customer Service Representative
Afni Call Center
Columbus, GA
07.2021 - 10.2023
- Handled 60+ inbound and outbound customer calls daily while maintaining professionalism and efficiency.
- Consistently exceeded quality assurance and monthly KPI performance expectations.
- Accurately documented customer interactions and account updates within CRM systems.
- De-escalated customer concerns effectively, improving customer satisfaction and retention.
- Recognized for dependable attendance and strong performance consistency.
Customer Service Representative
Continuum Healthcare
Columbus, GA
01.2020 - 07.2021
- Provided phone, chat, and email support to patients and healthcare providers in a high-volume healthcare environment.
- Resolved billing, claims, and account concerns while maintaining strong first-call resolution and customer satisfaction.
- Accurately documented customer interactions in CRM systems while supporting quality assurance and compliance standards.
- Maintained 100% HIPAA compliance when handling confidential patient information.
- Consistently met productivity, quality, and customer service performance goals.
- Worked collaboratively with internal teams to improve issue resolution and service efficiency.
Dunkin Donuts Crew Member
Heartland Restaurant Group dba Dunkin'
Columbus, GA
09.2016 - 01.2020
- Prepared high-quality bakery and menu items while following company recipes and food safety standards.
Operated bakery equipment efficiently and maintained a clean, organized work environment.
Ensured product presentation met brand expectations and quality standards.
Managed inventory and monitored product freshness to minimize waste.
Supported daily operations through teamwork, efficiency, and excellent customer service.
Education
High School Diploma -
Jordan Vocational High School
Columbus, GA05-2018
Skills
- Customer service & support (healthcare environment)
- HIPAA compliance & client confidentiality
- Salesforce (CRM experience)
- Eligibility & benefits verification
- Medical terminology
- Call center experience (inbound & outbound)
- Sales & outbound sales
- Live chat & email support
- Problem-solving & conflict resolution
- Clear communication (verbal & written)
- Empathy & patient-centered support
- Attention to detail & accuracy
- Billing systems & data entry
- Microsoft Office (Word, Excel, Outlook)
- Time management & multitasking
Accomplishments
- Resolved high-volume customer inquiries across phone, chat, and email while maintaining strong customer satisfaction ratings.
- Consistently exceeded performance targets for quality, productivity, and response time in a fast-paced call center environment.
- Managed complex and escalated customer issues using de-escalation techniques, improving customer retention and satisfaction outcomes.
- Maintained accurate Salesforce CRM documentation while ensuring HIPAA compliance and adherence to company standards.
- Recognized for delivering empathetic, solution-focused support in high-pressure healthcare and service environments.
- Supported eligibility and benefits verification with strong attention to detail, reducing processing errors and delays.
- Managed multiple systems and communication channels simultaneously while maintaining accuracy, efficiency, and professionalism.
- Built strong customer relationships through clear communication, active listening, and timely resolution of inquiries.
Languages
English
Timeline
Customer Service Representative
Alorica
08.2024 - 12.2025
Customer Service Representative
Afni Call Center
07.2021 - 10.2023
Customer Service Representative
Continuum Healthcare
01.2020 - 07.2021
Dunkin Donuts Crew Member
Heartland Restaurant Group dba Dunkin'
09.2016 - 01.2020
High School Diploma -
Jordan Vocational High School