Holly Burgess
Summary
Customer service professional with experience delivering high-volume customer and patient support across phone, email, and digital platforms. Skilled in issue resolution, appointment scheduling, and CRM tools such as: Five 9, Lexus Nexis, Salesforce, Zendesk, microsoft teams, Slack, and microsoft Outlook. Strong problem-solving, multitasking, and communication skills in fast-paced environments with a focus on accuracy, compliance, and customer satisfaction.
Overview
10
10
years of professional experience
Work History
Customer Care Specialist (Temporary)
TSI–American Water
Remote
01.2026 - 05.2026
- Resolved customer inquiries, complaints, and service issues via inbound/outbound calls.
- Used probing questions and research to identify issues and coordinate solutions.
- Followed company policies to ensure accurate and compliant customer support.
- Documented interactions and updated accounts using Five9, IR Tools, and CRM systems.
EMR Support Specialist
Hims & Hers Health
Remote
05.2023 - 12.2025
- Managed 80+ daily patient/provider emails via Zendesk with 95% satisfaction and 90% first-contact resolution.
- Supported EMR workflows, patient education, and care navigation with clear communication.
- Processed orders, provided shipping updates, and resolved customer complaints.
- Ensured HIPAA/PHI compliance while maintaining accurate records and documentation.
Appointment Scheduler
Modivcare
Remote
05.2016 - 12.2019
- Managed 40–60 daily patient calls for scheduling, confirmations, cancellations, and rescheduling.
- Verified patient data and maintained accurate electronic health records.
- Provided clear instructions, follow-ups, and customer support.
- Ensured confidentiality and compliance in all interactions.
Education
High School Diploma -
Wichita Falls High School
Wichita Falls, TX05-2010
Skills
- Customer service excellence
- CRM Systems (Zendesk, Salesforce, Five9, IR Tools)
- Customer Communication
- Appointment Scheduling
- Order Processing
- Documentation
- Time Management
- Active listening
- Stress management
- Product knowledge
- Multitasking and organization
Timeline
Customer Care Specialist (Temporary)
TSI–American Water
01.2026 - 05.2026
EMR Support Specialist
Hims & Hers Health
05.2023 - 12.2025
Appointment Scheduler
Modivcare
05.2016 - 12.2019
High School Diploma -
Wichita Falls High School