Experienced professional with background in customer service and administrative support. Proven ability to manage high-volume calls and resolve issues efficiently. Known for strong collaboration skills and focus on achieving results in dynamic environments. Dependable and adaptable to changing needs, with excellent communication and problem-solving abilities.
Overview
23
23
years of professional experience
Work History
Contact Representative
Dept of VA Health Resource Center
09.2002 - 06.2025
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
Refer unresolved customer grievances to designated departments for further investigation
Determine charges for services requested, collect deposits or payments, or arrange for billing
Check to ensure that appropriate changes were made to resolve customers' problems
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
Providing Consultation and Advice to Others
Performing for or Working Directly with the Public
Communicating with People Outside the Organization
Communicating with Supervisors, Peers, or Subordinates
Interpreting the Meaning of Information for Others
Documenting/Recording Information
Working with Computers
Organizing, Planning, and Prioritizing Work
Updating and Using Relevant Knowledge
Thinking Creatively
Making Decisions and Solving Problems
Processing Information
Getting Information
Communicating with Persons Outside Organization
Interacting With Computers
Judging the Qualities of Things, Services, or People
Provide Consultation and Advice to Others
Experience with: Microsoft Office software, Voice over internet protocol VoIP system software, Microsoft Teams, Microsoft SharePoint, Customer account management software, Customer relationship management CRM software, Desktop computers,
Maintained detailed records of customer interactions, ensuring accurate documentation for future reference or follow-up actions.
Demonstrated empathy when addressing sensitive situations, creating trust between the company and clientele.
Met customer call guidelines for service levels, handle time and productivity.
Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
Education
High School Diploma - General Studies
Seamah High School
Topeka, KS
05.1988
Skills
25 years' experience in customer service , the last 15 years was remote work
Computer literate: Word, Excel, Internet, email, familiar with PowerPoint
Displays excellent time management with high attention to detail
Works effectively as a team member
Strong attention to detail, customer service and listening skills; highly motivated, creative and flexible
Maintain patient confidentiality in accordance with HIPPA regulations
Empathy and patience
Goal oriented
Data entry proficiency
Strong interpersonal skills
Call center customer service, and customer communications skills
Timeline
Contact Representative
Dept of VA Health Resource Center
09.2002 - 06.2025
High School Diploma - General Studies
Seamah High School
Awards
VA Best of the Best Award
I received this award multiple times throughout my 23 years of service. It recognizes exceptional performance and contributions to veteran care and experience.,
Dept of Veterans Affairs Secretary's Hero Award
During and after Hurricane Katrina in 2005, I volunteered to work the overnight tour to assist on the VA Disaster Assistance Line. I assisted veterans and their family members with updates and healthcare support and navigate the recovery process
Housekeeping Aide at Dept of Veterans Affairs, Overton Brooks VA Medical CenterHousekeeping Aide at Dept of Veterans Affairs, Overton Brooks VA Medical Center
Intern: Administrative and Office Specialist at VA Dept Behavioral Health/DevelopIntern: Administrative and Office Specialist at VA Dept Behavioral Health/Develop