Mercedes Washington
Spring,TX
Summary
Customer service professional with solid history of enhancing customer experiences through effective communication and problem resolution. Known for collaborating with team members to achieve goals and adapting to shifting demands. Expertise includes call handling and conflict resolution skills, valued by employers.
Overview
19
19
years of professional experience
Work History
Banking Call Center Agent (remote)
Premier Tech (Umb Bank)
Overland Park, KS
08.2025 - 11.2025
- Managed customer inquiries and resolved issues regarding online banking services.
- Educated customers on best practices for secure online banking, reducing instances of fraud.
- Assisted clients in navigating online banking services, enhancing user experience and satisfaction.
- Facilitated online banking setup for new clients, ensuring seamless access to services.
Medicaid Customer Service Representatives (remote)
Aetna
Houston, TX
02.2017 - 10.2024
- Record details of customer interactions, including inquiries, comments, and complaints
- Build rapport with clients and agents to ensure positive customer service
- Work from home in a remote and high-volume call center
- Appropriately escalate unresolved or urgent customer grievances to supervisor.
- Actively engage with peers to share best practices and contribute to positive work environment
- Servicing 40-50 incoming calls daily from providers through an inbound phone queue.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representatives (remote)
Asurion
Houston, Tx
06.2006 - 07.2016
- Work from home
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Ability to manage multiple tasks in a high volume-based environment
- Refer unresolved customer grievances to designated departments for further investigation.
- Educated customers on product features and services, driving informed purchasing decisions.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
High School -
nimitz high school
spring08-2001
Other - undefined
North Harris Lone Star college
Houston, Texas12-2003
Skills
- Medicare/Medicaid knowledge
- High volume Call center experience
- Problem-solving skills
- Commitment through a reliable track record of attendance and performance
- Medical terminology
- HIPAA compliance
- Phone and email etiquette
- Verbal and written communication
- Data entry proficiency
- Microsoft Excel
- Strong attention to detail with multitasking with speed and accuracy
Timeline
Banking Call Center Agent (remote)
Premier Tech (Umb Bank)
08.2025 - 11.2025
Medicaid Customer Service Representatives (remote)
Aetna
02.2017 - 10.2024
Customer Service Representatives (remote)
Asurion
06.2006 - 07.2016
Other - undefined
North Harris Lone Star college
High School -
nimitz high school