Iesha Smith
Washington,DC
Summary
Experienced customer service and security professional with a strong background in remote customer support, call center operations, and high-volume customer interactions. Skilled in resolving customer concerns, handling confidential information, documenting cases, navigating multiple computer systems, and providing professional support by phone and email. Security experience has strengthened my ability to remain calm under pressure, communicate effectively, follow procedures, protect sensitive information, and respond quickly to challenging situations. Reliable, adaptable, and comfortable working independently in fast-paced environments while maintaining accuracy and excellent customer service.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Customer Support Specialist
CVS Call Center
Remote
10.2025 - 06.2026
- Provide professional and timely customer support by phone, email, and other communication channels.
- Assist customers with questions, account information, applications, services, and general concerns while maintaining a positive experience.
- Research customer issues, identify solutions, and follow up as needed to ensure concerns are resolved.
- Handle high-volume customer interactions while maintaining accuracy, professionalism, and attention to detail.
- Document customer interactions, update account information, and accurately enter information into internal systems.
- Explain policies, procedures, and available services clearly and professionally.
- De-escalate difficult situations and use strong communication and problem-solving skills to resolve customer concerns.
- Protect confidential customer information and follow company policies and procedures.
- Work independently in a remote environment while meeting productivity, quality, and attendance expectations.
Medical Claims Specialist
SYMPHONY PLACEMENTS
Cockeysville, MD
01.2021 - 12.2023
- Addressed various customer inquiries and orders, providing prompt and courteous service across communication channels.
- Tailored responses to meet client needs, focusing on proactive problem-solving and dedicated customer support.
- Maintained the highest level of confidentiality and professionalism when managing sensitive information and customer interactions.
- Streamlined issue resolution, achieving improved customer satisfaction by resolving concerns at the first point of contact.
- Processed and analyzed medical claims, developing strategies for precise and swift claim resolution.
- Conducted claim settlement negotiations within established guidelines, maintaining clear communication with stakeholders and ensuring thorough reporting to carriers.
Security Officer
ADMIRAL SECURITY SERVICES
Bethesda, MD
09.2019 - 04.2023
- Identified and reported potential safety hazards to ensure timely resolution and maintain a secure environment.
- Provided courteous and professional support to staff, visitors, and clients, enhancing overall service experience.
- Conducted thorough inspections of premises during non-operational hours, effectively deterring unauthorized access.
- Diligently compiled and submitted detailed shift documentation, capturing regular operations and notable events.
Customer Service Representative
MIDTOWN GROUP
Wesley Chapel, FL
10.2017 - 09.2019
- Responded to customer inquiries, providing comprehensive product information through inbound and outbound calls, resulting in increased customer satisfaction.
- Improved operational efficiency by automating the deposit and payment handling processes and enhancing reporting mechanisms.
- Upheld quality control standards, aiding in the ongoing enhancement of customer service procedures.
- Maintained effective communication and team unity by collaborating with colleagues via Microsoft Teams.
Education
undefined
Diploma - undefined
PENN FOSTER High School
Washington, DC06.2017
Skills
Customer Service, Call Center Operations, Data Entry, CRM Systems, Microsoft Office, Salesforce, Zendesk, Case Management Systems, Email & Chat Support, Problem Solving, Conflict Resolution, Multitasking, Time Management, Remote Communication
Personal Information
Driving License: Driver's License
Certification
Basic First Aid certificate, CPR Certification, Guard Card, Driver's License, First Aid Certification, Certified Security Officer (CSO)
Timeline
Customer Support Specialist
CVS Call Center
10.2025 - 06.2026
Medical Claims Specialist
SYMPHONY PLACEMENTS
01.2021 - 12.2023
Security Officer
ADMIRAL SECURITY SERVICES
09.2019 - 04.2023
Customer Service Representative
MIDTOWN GROUP
10.2017 - 09.2019
Diploma - undefined
PENN FOSTER High School