Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Essence Rumph

Richmond,VA

Summary

Adaptable and detail-oriented professional with strong work ethic and dedication to deliver resolutions . Ability to multi-task while under pressure. Creative problem solver with strong analytical and critical thinking skills.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Coordinator II

CarMax
12.2023 - Current
  • Provides excellent customer service to customers via telephone, social media, and written documentation.
  • Supports approximately 30 escalated customers per day to rebuild connections.
  • Takes partnerships with different departments and associates to resolve customer concerns to include Executive leaders and Accounting where appropriate.
  • Review and analyze performance reports to identify opportunities for growth to meet quality expectations.
  • Provides guidance on resolutions to difficult situations with creative solutions.
  • Provides support during community events.
  • Facilitated timely completion of projects through strong organizational skills and effective prioritization of tasks.

Member Service Representative

UnitedHealth Care
10.2022 - 10.2023
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Responded to approximately 40 customer calls and emails per day to answer customer inquiry.
  • Assisted members with correcting account, service, and system issues.
  • Resolved customer issues through dispute investigation.
  • Maintained and managed customer files and databases.
  • Delivered exceptional customer service to every customer by using knowledge of products and services.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Helped a large volume of customers daily while maintaining focus on customer satisfaction.

Tier 1 Technical Support Representative

T-Mobile
10.2021 - 08.2022
  • Diagnosed and troubleshot hardware, software, and network issues.
  • Responded to customer inquiries and provided technical assistance over the phone.
  • Created user accounts and assigned permissions.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Received inbound calls in a fast-paced environment.
  • Trained groups of 10 new personnel regarding company operations, policies and services per training class.
  • Followed through on all critical inter-departmental escalations.
  • Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.

Customer Service Advocate II

BCBS OF SC
02.2019 - 06.2021
  • Documented and detailed calls and complaints using the CRM database.
  • Responded to customer requests, offering excellent support and tailored recommendations..
  • Educated customers about billing, payment processing and support policies and procedures.
  • Placed approximately 15 outbound customer service or customer satisfaction calls to follow up on issues daily.
  • Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
  • Supported call center associates by taking on escalated calls, and handling complex concerns.

Preventive Medicine Technician

U.S ARMY
06.2015 - 01.2018
  • Cleaned and sterilized instruments, equipment and surfaces
  • Streamlined data collection processes for efficient tracking of patient outcomes.
  • Improved community health by providing educational programs on disease prevention and healthy lifestyles.
  • Collaborated with healthcare providers in implementing preventive practices.
  • Established strong work relationships with healthcare providers and organizations for collaboration to improve public health.
  • Delivered training on preventive practices for military and civilian personnel every 3 months.
  • Conducted field investigations for hazards, reporting data for decision-making purposes.
  • Collected and processed laboratory specimens to obtain samples for analysis.
  • Conducted research on emerging public health issues and contributing to the development recommendations.

Education

Bachelor of Art -

South University
Savannah, GA
05.2026

High School Diploma -

Blythewood High School
Blythewood, SC
05.2015

Skills

  • Customer Service
  • Database Maintenance
  • High-Volume Environments
  • Detail-Oriented
  • Product and Service Knowledge
  • Microsoft Word
  • Computer Proficiency
  • 10-Key Efficient Data Entry
  • Planning and Prioritization
  • Strong Communication Skills
  • Critical Thinking Abilities
  • Problem Solving Skills
  • Claims Processing

Certification

  • Army Commendation
  • Certificate of Achievement
  • Certificate of Appreciation
  • Medical Terminology
  • Basic Life Support

Accomplishments

  • Advanced Individual Training, 2015-2016
  • Basic Combat Training, 2015
  • Supervisor Preventive Medicine U.S Army, March 2018-December 2018

Timeline

Coordinator II

CarMax
12.2023 - Current

Member Service Representative

UnitedHealth Care
10.2022 - 10.2023

Tier 1 Technical Support Representative

T-Mobile
10.2021 - 08.2022

Customer Service Advocate II

BCBS OF SC
02.2019 - 06.2021

Preventive Medicine Technician

U.S ARMY
06.2015 - 01.2018

Bachelor of Art -

South University

High School Diploma -

Blythewood High School

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Essence Rumph