Essence Ware
Hixson,TN
Summary
Motivated outbound calling professional with experience in high-volume phone environments, patient communication, and appointment scheduling. Skilled in engaging prospects, explaining services clearly, and meeting productivity goals. Strong attention to detail with proven ability to follow scripts, document call outcomes accurately, and uphold HIPAA privacy standards. Brings a positive, can-do attitude and thrives in remote work settings.
Overview
5
5
years of professional experience
Work History
CSR Insurance & Pre-Authorization Specialist
Verida Inc
Chattanooga, TN
01.2025 - 10.2025
- Handled high-volume inbound calls, assisting patients with benefits, coverage, and healthcare questions.
- Scheduled follow-up calls and documented case details accurately across multiple systems.
- Maintained strict HIPAA compliance and protected patient confidentiality.
- Met daily performance metrics including call targets, documentation accuracy, and quality standards.
- Delivered clear explanations of services and benefits, using persuasive communication to guide patients to appropriate care options.
- Assisted customers with inquiries and product information.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
Customer Service & Solutions Representative
Teleperformance USA
Chattanooga, TN
01.2023 - 01.2024
- Managed continuous phone conversations with customers to resolve account issues and present solutions.
- Used strong communication and sales skills to promote better plans, upgrades, and additional services.
- Accurately recorded all account interactions and outcomes in CRM systems.
- Demonstrated professionalism, patience, and clarity when handling escalated or confused callers.
- Conducted follow-up calls to ensure customer satisfaction after support interactions.
- Trained new representatives on company policies and procedures.
- Provided feedback to management on common customer concerns and suggestions.
Sales Associate
Walmart
Chattanooga, TN
01.2021 - 01.2022
- Assisted customers with locating products and understanding store offerings.
- Delivered excellent customer service, helping drive customer satisfaction and repeat business.
- Supported sales goals through effective product knowledge and communication.
Education
High School Diploma -
Chattanooga, TNSkills
- Outbound Calling & Telemarketing
- Appointment Setting & Lead Follow-Up
- High-Volume Calling
- Professional Phone Communication
- Microsoft Teams
- Outlook
- CRM Systems
- Sales & Persuasive Communication
- Accurate Call Documentation
- Goal-Oriented & Self-Motivated
- HIPAA Compliance
- Remote/Work-From-Home Efficiency
Timeline
CSR Insurance & Pre-Authorization Specialist
Verida Inc
01.2025 - 10.2025
Customer Service & Solutions Representative
Teleperformance USA
01.2023 - 01.2024
Sales Associate
Walmart
01.2021 - 01.2022