Iyanna Barnett
Longview
Summary
Customer Service Representative with 4+ years of experience in financial and healthcare environments handling high-volume inbound and outbound calls. Experienced in remote operations, customer account support, payment processing, and resolving routine product and service inquiries. Proven ability to meet performance metrics, maintain accurate documentation, and deliver exceptional customer experiences while adhering to company policies and regulatory guidelines.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Rocket Mortgage
06.2024 - Current
- Manage 40–60 inbound and outbound calls daily while maintaining quality assurance and performance metrics.
- Accurately document client interactions in CRM systems to ensure compliance and audit readiness.
- Coordinate with internal departments to resolve account issues efficiently and within regulatory guidelines.
- Educate customers on account processes while adhering strictly to federal servicing standards and company policies.
- Maintain high accuracy in data entry, payment processing, and account updates.
- Educate clients on payment options, escrow analyses, shortage explanations, and annual account adjustments
Patient Care Coordinator
Elara Care
04.2021 - 06.2024
- Handled 40-50 inbound and outbound calls daily within a remote healthcare environment.
- Coordinated scheduling, patient support, and provider communication.
- Maintained HIPAA compliance and accurate CRM documentation.
- Resolved account inquiries and escalated complex cases appropriately.
- Met performance benchmarks in response time, documentation accuracy, and service quality.
Education
Some College -
University of Texas At Tyler
Tyler, TXPhlebotomy Program
Necoles Learning Academy
Skills
- Inbound & Outbound Call Support (40–60 Daily)
- Remote Customer Service Operations
- Financial Account & Payment Support
- Problem Resolution & Inquiry Handling
- CRM Documentation & Data Entry Accuracy
- Regulatory & Policy Compliance
- Customer Education & Product Guidance
- Escalation & Case Management
- Performance Metrics & Quality Assurance
- Conflict Resolution & De-escalation
Timeline
Customer Service Representative
Rocket Mortgage
06.2024 - Current
Patient Care Coordinator
Elara Care
04.2021 - 06.2024
Phlebotomy Program
Necoles Learning Academy
Some College -
University of Texas At Tyler