Glynis Foster
Monticello,GA
Summary
Results-oriented remote customer service specialist with expertise in healthcare and high-volume call management. Successfully led teams to enhance service quality and efficiency, achieving consistent performance metrics. Proven track record in training, coaching, and supporting agents to deliver exceptional multi-channel customer experiences.
Overview
7
7
years of professional experience
Work History
Medical Courier Driver
Capital Courier
04.2025 - Current
- Managed scheduling, route planning, documentation, and daily logistics, ensuring reliability and attention to detail in all processes.
- Communicated with healthcare facilities to facilitate timely and accurate specimen collection and delivery, enhancing operational efficiency.
- Delivered professional customer service and coordinated transportation for medical specimen pickups from dermatology offices, ensuring smooth operations.
Call Center Specialist
NexRep LLC
02.2023 - 04.2025
- Managed high-volume inbound customer calls using Five9 and Salesforce platforms for a multinational telemedicine and virtual healthcare organization.
- Scheduled medical and behavioral health appointments through phone and virtual channels to ensure timely access to care.
- Provided customer assistance by identifying needs, answering questions, and directing callers to appropriate resources, enhancing client satisfaction.
- Accurately entered and maintained patient information within virtual desktop systems while consistently achieving 98-100% accuracy metrics.
- Maintained call documentation while adhering to healthcare privacy and quality standards to support compliance and operational integrity.
- Multinational telemedicine and virtual healthcare organization.
Resource Specialist / Supervisor
NexRep LLC
04.2020 - 10.2021
- Promoted to supervisor overseeing a team of 20 remote customer service agents supporting a fast-paced healthcare campaign.
- Provided real-time support, coaching, and guidance to representatives handling calls, chats, emails, and appointment scheduling.
- Reviewed call documentation and quality results to enhance performance and elevate customer experience.
- Conducted employee training sessions and onboarding support, facilitating weekly team meetings to foster communication.
- Managed daily staffing schedules, ensuring optimal coverage and supporting operational efficiency.
Customer Service Representative
NexRep LLC
03.2019 - 04.2020
- Delivered exceptional customer service through phone, email, and chat channels for online retail clients.
- Resolved order inquiries, processed refunds, addressed account concerns, and facilitated issue resolution to enhance customer satisfaction.
- Handled multiple customer interactions while upholding professionalism and efficiency to ensure a positive service experience.
- Conducted audits of records and documentation to verify accuracy and ensure compliance with company standards.
- Consistently achieved 98-100% performance metrics.
Education
Certified Multi-Channel Customer Service Professional -
NexRep LLC
01-2020
High School Diploma -
Western Hills High School
01-1983
Skills
- Medical Appointment Scheduling
- Healthcare support
- Patient Data Management
- Patient Communication
- Claims Processing
- Healthcare Software Support
- Salesforce
- Five9
- Remote support
- Call center operations
- Chat & Email Support
- E-commerce Logistics
- Data entry
- Documentation accuracy
- Quality assurance
- Quality processes
- Data Organization
- Team leadership
- Employee training
- Relationship management
- Conflict resolution
- Route Optimization
- Data Organization
Timeline
Medical Courier Driver
Capital Courier
04.2025 - Current
Call Center Specialist
NexRep LLC
02.2023 - 04.2025
Resource Specialist / Supervisor
NexRep LLC
04.2020 - 10.2021
Customer Service Representative
NexRep LLC
03.2019 - 04.2020
Certified Multi-Channel Customer Service Professional -
NexRep LLC
High School Diploma -
Western Hills High School