Marcedes Watts
Arlington ,TX
Summary
Knowledgeable Desired Position with strong background in customer support and problem resolution. Proven track record of increasing customer satisfaction by efficiently addressing inquiries and resolving issues. Demonstrated ability to communicate effectively and manage high-volume workloads.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Support Associate
Turbo Tax
Jackson MS -Remote
01.2025 - Current
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Collaborated effectively with cross-functional teams to address complex customer issues and achieve positive outcomes.
- Responded to customer requests for products, services, and company information.
- Prevented potential escalations by successfully handling challenging situations with empathy, patience, and diplomacy.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Healthcare Customer Service Specialist
Quipt Home Medical
Jackson, MS- Remote
05.2024 - 12.2024
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
Medical Office Support Specialist
University of Mississippi Medical Center, UMMC
Jackson, MS
04.2021 - 04.2023
- Trained new team members on office procedures, promoting consistency in quality of service across staff members.
- Supported clinical staff with administrative tasks such as preparing charts and managing lab orders, enhancing overall workflow efficiency.
- Ensured timely submission of insurance claims for prompt reimbursement through meticulous record-keeping practices.
- Managed medical records with utmost confidentiality, ensuring compliance with HIPAA regulations.
Healthcare Customer Service Representative
University of Mississippi Medical Center, UMMC
Jackson, MS
06.2020 - 04.2021
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
Education
Wingfield Highschool
Jackson, MSSkills
- Desktop support
- Laptop servicing
- Online chat support
- Teamwork
- Microsoft windows and office
- Network support
- Active listening
- Effective communication
- Troubleshooting network issues
- Software installation
- Team building
- Customer service expert
- Goal setting
- Customer communication and empathy
- Interpersonal communication
Certification
- HIPAA Compliance Training Certificate
Timeline
Customer Support Associate
Turbo Tax
01.2025 - Current
Healthcare Customer Service Specialist
Quipt Home Medical
05.2024 - 12.2024
Medical Office Support Specialist
University of Mississippi Medical Center, UMMC
04.2021 - 04.2023
Healthcare Customer Service Representative
University of Mississippi Medical Center, UMMC
06.2020 - 04.2021
Wingfield Highschool