Detail-oriented and highly organized professional with 10+ years of experience in customer service, records management, and compliance-driven environments. Skilled in handling confidential data, resolving inquiries with accuracy, and maintaining regulatory compliance including HIPAA. Adept at processing high-volume requests, analyzing documentation, and ensuring timely, error-free results. Proven ability to deliver exceptional customer service while supporting cross-functional teams in remote and onsite settings.
Hi, I’m
Paula Evans
Shubuta,MS
Summary
Overview
12
years of professional experience
Work History
Activus Connect
Customer Ambassador
09.2024 - Current
Job overview
- Process and resolve employee inquiries regarding health spending accounts with strict adherence to compliance standards.
- Document and track all requests and resolutions in CRM, ensuring 100% accuracy in records management.
- Collaborate with internal departments to escalate and resolve complex issues efficiently.
- Consistently meet performance benchmarks for response time and case resolution.
- Remote
ASI (Advanced Systems, Inc.)
Consumer Relations Advocate
11.2023 - 09.2024
Job overview
- Resolved escalated consumer issues, managing 20+ daily cases involving warranties, refunds, and service complaints.
- Collected and verified documentation to support case resolutions, ensuring timely and compliant outcomes.
- Maintained detailed case records, safeguarding customer information and ensuring compliance with company and legal standards.
- Provided outstanding service through phone, email, and written correspondence, achieving 95%+ customer satisfaction ratings.
- Remote
Kelly Services Global
Chat Support Advisor
07.2022 - 11.2023
Job overview
- Managed multiple simultaneous chats, troubleshooting technical issues and maintaining accurate case documentation.
- Resolved an average of 60+ customer inquiries daily with a focus on accuracy and compliance.
- Delivered consistent, professional service across chat platforms, reducing escalations by 15%.
- Remote
Sutherland Global Services
Tier 2 Chat Support
01.2020 - 07.2022
Job overview
- Trained and mentored new team members on compliance and service standards, improving team performance by 20%.
- Processed high-volume customer inquiries, documenting all details with precision to support accurate recordkeeping.
- Maintained confidentiality and compliance in handling sensitive customer data.
- Remote
Concentrix
SME Team Leader
06.2016 - 01.2020
Job overview
- Supervised and supported teams, ensuring quality standards and compliance requirements were consistently met.
- Analyzed business problems and provided long-term solutions to improve efficiency and compliance.
- Delivered system training to staff, improving productivity and reducing errors.
- Remote
Sitel
Customer Service Representative
09.2013 - 06.2016
Job overview
- Handled high-volume inbound calls, resolving customer concerns while ensuring compliance with company procedures.
- Maintained accurate documentation of customer interactions for audit and compliance purposes.
- Remote
Education
Creston High SchoolGrand Rapids, MI
High School Diploma
01.1989
University Overview
Skills
- Release of Information (ROI) Processing
- Medical Records & Documentation Review
- HIPAA & Confidentiality Compliance
- Data Entry & Records Management (CRM, EHR)
- ROI Software (or similar systems)
- Microsoft Office Suite (Word, Excel, Outlook)
- Customer Service (Phone, Email, Chat)
- Escalation & Issue Resolution
- Attention to Detail & Accuracy
- Team Training & Support
Timeline
Customer Ambassador
Activus Connect
09.2024 - Current
Consumer Relations Advocate
ASI (Advanced Systems, Inc.)
11.2023 - 09.2024
Chat Support Advisor
Kelly Services Global
07.2022 - 11.2023
Tier 2 Chat Support
Sutherland Global Services
01.2020 - 07.2022
SME Team Leader
Concentrix
06.2016 - 01.2020
Customer Service Representative
Sitel
09.2013 - 06.2016
Creston High School
High School Diploma
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