Nia Gatewood
Triangle,Va
Summary
Motivated Remote Client Service Representative known for high productivity and efficient task completion. Specialize in client communication, problem resolution, and data management. History of exceeding customer expectations. Excel in active listening, empathy, and patience to enhance client satisfaction and loyalty. Navigate challenging situations with poise and professionalism, ensuring positive outcomes.
Overview
8
8
years of professional experience
Work History
CLIENT SERVICE REPRESENTATIVE - Hybrid
City Cruises
Alexandria, Va
04.2024 - Current
- Strong communication skills that optimized effective interaction with clients, ensuring their needs are understood and met promptly.
- Allied with crossfunctional teams to implement solutions that maximized the overall client experience.
- Delivered a high level of professionalism and empathy in challenging situations, fostering satisfied clients.
CUSTOMER SERVICE REPRESENTATIVE - Remote
CVS HEALTH
Washington, DC
11.2017 - 08.2024
- Handled high-volume inbound calls while maintaining accuracy, empathy, and confidentiality in compliance with HIPAA standards.
- Provided high quality support through phone, email, and chat, depending on department needs.
- Explained insurance benefits, copays, deductibles, and formulary requirements in simple terms.
- Demonstrated strong problem-solving skills to resolve issues quickly and accurately.
- Assisted customers with prescription refills, medication status, pharmacy transfers and authorizations.
CUSTOMER SERVICE REPRESENTATIVE - Remote
Maximus
Washington, DC
08.2022 - 05.2024
- Resolved customer concerns, documented interactions, while following federal and state guidelines ensuring confidentiality.
- Assisted callers with Medicaid, Medicare, SNAP unemployment, and other government program inquiries.
- Provided high quality customer assistance for government related programs by answering inbound calls, verifying customer information, and delivering accurate information about benefits, eligibility, application status, and program requirements.
Education
DIPLOMA -
Forestville High School
Forestville, Maryland06.2010
Skills
- Data entry accuracy
- High-volume call handling
- Issue resolution
- Follow-up skills
- Complaint handling
- Customer support
- Meeting deadlines
- Payment processing
- Calm and professional under pressure
- Compliance adherence
- Effective communication
- CRM system updates
- Organizational skills
- Typing accuracy
- Reliability
- CRM software
- Time management
- Critical thinking
- Attention to detail
- Editing proficiency
- Customer experience
Languages
English, Native
References
References available upon request.
Timeline
CLIENT SERVICE REPRESENTATIVE - Hybrid
City Cruises
04.2024 - Current
CUSTOMER SERVICE REPRESENTATIVE - Remote
Maximus
08.2022 - 05.2024
CUSTOMER SERVICE REPRESENTATIVE - Remote
CVS HEALTH
11.2017 - 08.2024
DIPLOMA -
Forestville High School