Summary
Overview
Work History
Education
Skills
Education and Training
Timeline
Generic

Estrelita Riddick-Cheeks

Randallstown,MD

Summary

Professional with strong background in technical support, adept at troubleshooting and resolving complex issues. Known for effective team collaboration and adaptability in dynamic environments. Skilled in problem-solving, customer service, and software applications. Reliable and results-driven, consistently meeting and exceeding performance targets.

Professional with focus on delivering exceptional email support. Proven ability to handle customer inquiries and provide timely resolutions. Team player who drives results and adapts to changing needs. Skilled in communication and problem-solving.

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

24
24
years of professional experience

Work History

Member Services Technical Support Representative

Vheda Health
04.2023 - Current
  • Resolved escalated customer service issues in a timely manner.
  • Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
  • Maintained detailed records of customer interactions and transactions.
  • Ensured compliance with company policies and procedures regarding technical support operations.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Trained staff on operating procedures and company services.

Collection/Customer Service Representative

Toyota Financial Services
02.2002 - 08.2022
  • Provided customer service to resolve issues related to overdue accounts.
  • Processed payments and updated account information in the system.
  • Assisted customers with understanding their payment options.
  • Investigated and resolved discrepancies on customer accounts.
  • Issued refunds to customers as per company policy.
  • Explained collection policies, procedures, and processes clearly to customers.
  • Used computer systems and software packages to input, access or store information.
  • Collected delinquent payments, contacting borrowers by telephone or correspondence to obtain payment.

Education

High School Diploma -

Western High School
Baltimore, MD
06-1985

Skills

  • Systems Analysis
  • User Support
  • Technical Support
  • Customer Service
  • Microsoft Outlook
  • Call Center Operations
  • MS Office Proficiency
  • Product Troubleshooting
  • Complaint Resolution
  • Account Retention
  • Financial Reporting
  • Account Documentation
  • Account Maintenance
  • Active listening
  • Verbal and written communication
  • Member correspondence
  • Problem-solving abilities
  • Email etiquette
  • Teamwork and collaboration
  • Multitasking Abilities
  • Decision-making
  • Claims investigation
  • Settlement determinations

Education and Training

other,other

Timeline

Member Services Technical Support Representative

Vheda Health
04.2023 - Current

Collection/Customer Service Representative

Toyota Financial Services
02.2002 - 08.2022

High School Diploma -

Western High School

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