Customer Service
Open To Work
Felecia Richardson
Everise
Baytown,TX
Work Preference
Desired Job Title
Care CoordinatorHome-Health Appointment SetterApple Chat Support AgentBenefit Enrollment Specialist
Work Type
Full TimePart TimeContract WorkSeasonal Work
Location Preference
Remote
Important To Me
Work-life balanceWork from home option401k matchCareer advancementHealthcare benefits
1
Certification
7
years of professional experience
Remote Customer Service Specialist with 5+ years of experience delivering high‑quality support across healthcare, benefits, and chat‑based technical troubleshooting ability in high-volume call and chat handling, achieving 90% first-contact resolution and 95% quality assurance. Skilled in de-escalation and problem-solving, enhancing customer satisfaction and ensuring compliance with HIPAA standards.
Work History
Care Coordinator
1 Year 4 Months- Facilitated provider support through 70–80 daily calls, addressing benefits claims and guiding care navigation processes.
- Monitored and upheld quality standards, resulting in consistent scores of 90% to 98% and maintaining documentation accuracy at 95%.
- Facilitated prompt resolution of member issues on first contact to enhance customer satisfaction and reduce repeat calls.
- Supported providers with EOBs, cost‑sharing, and next‑step guidance.
Home-Health Appointment Setter
1 Year 6 Months- Conducted daily outreach of 120–150 calls to Medicare and Medicaid members to ensure effective communication and support.
- Executed scheduling of 20–35 in-home assessments daily, consistently surpassing performance targets.
- Evaluated and enforced script and compliance protocols, achieving adherence rates of 90–95%.
- Developed and executed reminder strategies that effectively reduced appointment cancellations by 15%.
- Executed detailed verification processes for member information, achieving 100% accuracy.
Apple Chat Support Agent
1 Year 3 Months- Provided expert assistance in managing 40–70 live chat sessions per shift, effectively resolving Apple customers' device and account challenges.
- Resolved customer inquiries related to shopping cart support, enhancing product selection and troubleshooting during the checkout process.
- Promoted AppleCare accessories and storage upgrades, achieving a notable upsell conversion rate of 15–25%.
- Achieved and sustained a 95–98% chat quality score through brand-aligned communication and precise troubleshooting.
- Attained 85–90% first-contact resolution, minimizing escalations and repeat inquiries.
Benefit Enrollment Specialist
2 Years 2 Months- Provided expert guidance to customers on health, dental, and vision plan options, effectively handling 80–100 calls per day.
- Achieved high enrollment accuracy rates to maintain data integrity and support operational efficiency.
- Ensured 100% HIPAA compliance and upheld rigorous documentation standards.
- Executed enrollment processes achieving 85–90% first-call completion rates.
Education
No Degree - Information Technology
- 3.0 GPA
- Ranked in Top 25% of my class
Electrician Apprentice - Electrician Apprentice
Skills
High‑Volume Call & Chat Handling
First‑Contact Resolution (80–90%)
Quality Assurance (95%+)
Apple Device Troubleshooting
Shopping Cart Support & Upselling
CRM & Multi‑System Navigation
Eligibility & Claims Support
HIPAA & FDCPA Compliance
De‑escalation & Problem Solving
Remote Work Tools & Accuracy
Time Management & Multitasking
Certification
- introduction in Automotive Repair Technician, Penn Foster Highschool - May 8, 2023
Timeline
Care Coordinator
Everise
01.2025 - 05.2026Read More
Home-Health Appointment Setter
Matrix Medical Network
08.2023 - 02.2025Read More
Apple Chat Support Agent
Concentrix
05.2021 - 08.2022Read More
Benefit Enrollment Specialist
Results-CX
03.2019 - 05.2021Read More
DeVry University
No Degree from Information Technology
Read More
Galveston College
Electrician Apprentice from Electrician Apprentice
Read More