Kesha White-Martin
Far Rockaway,NY
Summary
Customer-focused professional with 15+ years of experience in remote customer service, technical troubleshooting, and healthcare client services. Demonstrated ability to resolve complex technical issues, ensure HIPAA compliance, and provide exceptional customer experiences. Skilled in cross-functional communication, billing resolution, and CRM platforms. Seeking a remote technical support or customer success role.
Overview
28
28
years of professional experience
Work History
T2 Mac+ Senior Advisor / Billing Accounts Specialist
KellyConnect
03.2019 - Current
- Resolve technical issues for Apple products (macOS, iOS, iCloud) in a remote setting.
- Investigate and resolve billing disputes, subscription errors, and payment discrepancies.
- Assist with Apple ID management and account troubleshooting.
- Escalate unresolved cases and document all interactions in CRM tools.
Tier 1 iOS Technical Support
KellyConnect
02.2018 - 03.2019
- Delivered tech support across Apple platforms via multiple channels (phone, email, chat).
- Conducted troubleshooting and provided user education on Apple products.
- Documented recurring issues for team analysis.
Customer Service Technical Support (Optimum)
Sutherland Global Services
08.2016 - 02.2018
- Responded to customer inquiries for Optimum services and performed technical troubleshooting.
- Scheduled service appointments and guided users through account setup.
Customer Service / Sales Coach (DIRECTV)
Convergys Corporation
04.2013 - 08.2016
- Trained and supported team members to meet quality and sales standards.
- Resolved customer issues remotely and scheduled service calls.
Client Service Team Lead / Representative
Laboratory Corporation of America
, USA
05.2009 - 03.2013
- Delivered client-facing support to physicians and labs, resolving service issues.
- Released lab results under HIPAA guidelines and assisted in logistics for specimen pickups.
- Monitored call quality and trained new hires.
Client Service Team Lead / Representative
Laboratory Corporation of America
, USA
01.2007 - 05.2009
- Delivered client-facing support to physicians and labs, resolving service issues.
- Released lab results under HIPAA guidelines and assisted in logistics for specimen pickups.
- Monitored call quality and trained new hires.
Customer Service Representative
Empire BlueCross BlueShield
New York, USA
11.2003 - 12.2005
- Responded to healthcare inquiries related to eligibility, claims, and authorizations.
- Maintained HIPAA compliance and resolved account issues efficiently.
Customer Service Representative
American Express
Greensboro, North Carolina
07.1997 - 11.2003
- Provided support for cardholders, resolving billing, fraud, and credit concerns.
- Contributed to peer training and product education.
- Educated clients on coverage options and enrollment procedures.
- Provided feedback to management on recurring member issues for improvements.
- Answered customer inquiries and provided accurate information regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
Bachelor of Arts - Psychology
SUNY Empire State University
Saratoga Springs, NY05.2015
Associate of Science -
SUNY Empire State University
Saratoga Springs, NY06.2013
Medical Assistant & Phlebotomy Certificate -
Suburban Technical School
Hempstead, NY02.2005
Skills
- Technical support for macOS and iOS
- Billing dispute resolution
- Subscription management
- CRM documentation
- Service appointment scheduling
- Problem solving
- Attention to detail
- Conflict resolution
- Time management
- Training and mentoring
- Compliance requirements
- Solution-oriented approach
- Empathy and understanding
- Remote troubleshooting and escalation
- Customer relationship management (CRM)
- Billing and account management
- HIPAA compliance in healthcare
- Communication skills via phone, email, and chat
- Collaboration tools: Microsoft Office and Zoom
References
References available upon request.
Timeline
T2 Mac+ Senior Advisor / Billing Accounts Specialist
KellyConnect
03.2019 - Current
Tier 1 iOS Technical Support
KellyConnect
02.2018 - 03.2019
Customer Service Technical Support (Optimum)
Sutherland Global Services
08.2016 - 02.2018
Customer Service / Sales Coach (DIRECTV)
Convergys Corporation
04.2013 - 08.2016
Client Service Team Lead / Representative
Laboratory Corporation of America
05.2009 - 03.2013
Client Service Team Lead / Representative
Laboratory Corporation of America
01.2007 - 05.2009
Customer Service Representative
Empire BlueCross BlueShield
11.2003 - 12.2005
Customer Service Representative
American Express
07.1997 - 11.2003
Bachelor of Arts - Psychology
SUNY Empire State University
Associate of Science -
SUNY Empire State University
Medical Assistant & Phlebotomy Certificate -
Suburban Technical School
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