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Open To Work
Michelle Patterson
Birmingham
Work Preference
Summary
Customer-focused Customer Care Representative with 6 years in customer service, skilled in resolving inquiries and building strong relationships. Proven ability to manage high call volumes while maintaining satisfaction and loyalty. Strong communicator with problem-solving skills, experienced in using CRM systems and multitasking in fast-paced environments.
Overview
3
3
years of professional experience
Work History
Customer Service Representative (Customer Service Rep)
Hays
Birmingham
08.2025 - 02.2026
- Deliver exceptional customer service to [number] customers daily, ensuring inquiries are resolved efficiently and satisfaction is achieved.
- Achieved a [number]% increase in customer satisfaction scores by implementing a personalized approach to resolving issues.
- Resolved customer complaints in a professional and timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved escalated customer complaints, maintaining a [number]% retention rate and fostering positive relationships with clients.
- Supported customer service initiatives that enhanced customer satisfaction.
- Built strong relationships with customers and maintained a high level of customer satisfaction.
- Resolved customer complaints using effective communication and problem-solving skills, fostering trust and loyalty.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Collaborated with cross-functional teams to streamline processes, resulting in [number]% reduction in response time.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Inquired about customer needs to gather information and entered data accurately in electronic systems.
- Addressed customer complaints promptly and efficiently.
- Cultivated strong customer relationships through personalized assistance and proactive support.
- Developed strong customer relationships to encourage repeat business.
- Implemented a new training program for incoming customer service representatives, leading to a [number]% decrease in onboarding time.
- Processed insurance claims and verified patient eligibility for services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
CSR
TRICARE/TRIWEST/MAXIMUS
Indianapolis, IN
05.2025 - 08.2025
- Responded to customer requests for products, services, and company information.
- Implemented and developed customer service training processes.
- Investigated and resolved customer inquiries and complaints quickly.
- Promptly responded to inquiries and requests from prospective customers.
- Sought ways to improve processes and services provided.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Care Representative (CCR)
UnitedHealth Group/ TTEC HealthCare Solutions, Inc
Birmingham
09.2023 - 02.2024
- Handled customer service inquiries and complaints promptly to ensure satisfaction.
- Successfully handled over 50 customer inquiries and complaints in a timely and professional manner.
- Achieved [number]% customer satisfaction rating by resolving issues effectively and efficiently.
- Provided exceptional customer service resulting in [number]% decrease in customer complaints.
- Recognized for outstanding communication skills in diffusing escalated situations, leading to a [number]% reduction in escalations.
- Managed [number] inbound calls daily, exceeding average call volume by [number]%.
- Followed up with customers to ensure satisfactory resolution of inquiries.
- Created customer service strategies to elevate customer satisfaction.
- Worked with team members to streamline procedures, enhancing overall efficiency.
Customer Service Representative (Customer Service Rep)
Convergent Revenue Cycle
Birmingham
02.2023 - 09.2023
- Achieved a [number]% increase in customer satisfaction scores by implementing a personalized approach to resolving issues.
- Resolved escalated customer complaints, achieving [number]% retention rate and strengthening client relationships.
- Deliver exceptional customer service to [number] customers daily, ensuring inquiries are resolved efficiently and satisfaction is achieved.
- Addressed customer complaints professionally and promptly, enhancing overall service quality.
- Resolved customer complaints through effective communication and problem-solving.
- Collaborated with cross-functional teams to streamline processes, resulting in [number]% reduction in response time.
- Cultivated strong customer relationships, contributing to sustained high levels of satisfaction.
- Maintained accurate customer records and tracked customer service metrics.
Education
DIPLOMA -
CARVER HIGH SCHOOL
Birmingham06.1991
Skills
- Knowledge of CRM
- Customer service
- Phone Support
- Complaint handling
- Escalation Management
- Troubleshooting
- Quality Assurance
- Process improvement
- Time Management
- Organizational multitasking
- Multi-tasking
- Active Listening
- Verbal communication
- Communication Skills
- Interpersonal Skills
- Empathy
- Relationship building
- Attention to Detail
- Adaptability
- Problem solving
- Organizational multitasking
- Verbal communication
- Problem solving
Timeline
Customer Service Representative (Customer Service Rep)
Hays
08.2025 - 02.2026
CSR
TRICARE/TRIWEST/MAXIMUS
05.2025 - 08.2025
Customer Care Representative (CCR)
UnitedHealth Group/ TTEC HealthCare Solutions, Inc
09.2023 - 02.2024
Customer Service Representative (Customer Service Rep)
Convergent Revenue Cycle
02.2023 - 09.2023
DIPLOMA -
CARVER HIGH SCHOOL