Porsche Wilkerson
New Braunfels,Texas
Summary
Dynamic customer care professional with proven expertise at TaskUs, excelling in HIPAA compliance and conflict resolution. Adept at building trust and rapport with clients, I consistently surpass performance metrics while providing empathetic support. Moderately Bilingual in Spanish. I thrive in fast-paced environments, leveraging strong communication skills to enhance customer satisfaction, and resolve issues effectively.
Overview
14
14
years of professional experience
Work History
Customer Care Agent
TaskUs
New Braunfels, TX
11.2023 - Current
- Gaining a professional and empathetic rapport with health care members.
- Verifying the member's PHI while staying within the HIPAA guidelines.
- Thoroughly documenting each conversation for future reference.
- Explaining the program benefits that are tailored to the members current needs.
- Locating primary care provider's up to date contact information.
- Preparing and transferring the healthcare members to a licensed clinician to fully assist with the members' healthcare needs.
- Interacted with members to provide and process information in response to inquiries, concerns and requests about services and products.
- Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
- Conferred with members via telephone or in person to provide information about products or services.
- Mentored junior team members and managed employee relationships.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Built sustainable relationships of trust through open communication with customers.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Attend weekly meets to go over new procedures and new updates.
- Assisted with multiple training classes to assist the trainer in preparing new agents with proper procedures and soft skills.
Fraud Analyst
Global Payments
11.2022 - 07.2023
- Responded to 25 or more account inquiries per hour providing the merchants and cardholders of 5 or more assigned clients with standard/scripted responses to Service Level Agreement defined alerts generated within the fraud detection queues
- Assists with the completion of the lost or stolen report, such as blocking and transferring compromised accounts to prevent further losses and fraudulent activity.
- Build the credit card replacement orders and complete shipping materials
- Built knowledge and basic skills required to identify fraudulent credit card activity.
- Researched department policies, procedures, external regulations and analytic techniques, and the expertise of more experienced fraud analysts.
- Communicated with customers and company personnel, utilizing active listening, and interpersonal skills.
- Responded quickly to customer inquiries about possible fraudulent activity on their accounts.
- Opened investigations into issues brought up by individuals in community.
Operations Assistant Manager
Dollar Tree Stores
New Braunfels, TX
01.2020 - 11.2022
- Assist with all store functions and day-to-day store activities as directed by the Store Manager
- Able to perform all opening and closing procedures in the absence of the store manager.
- Assist the Store Manager in protecting and securing all company assets, including store cash.
- Adhere to all policies and procedures, including safety guidelines.
- Maintain a professional and friendly environment with customers, subordinates, and supervisors.
- Maintain all areas of the store, including the stockroom and sales floor, to company standards, including recovery.
- When the store manager is not on the premises, direct supervisory responsibility for all hourly associates.
- Process all SSC corporate directives, including Pull and Hold/Destroy, task compliance, and key survey information.
- requests and any additional communications related to store activities as delegated by the Store Manager
- Assist the Store Manager with the receipt and return of DSD merchandise.
- Follow the VIP and DSD Policies and Procedures
- Assist the Store Manager in ensuring proper staffing coverage on a daily basis.
- Assist the Store Manager in ensuring that the sales floor is sales effective on a daily basis
- Assist in the management of cashiering activities to ensure all company cash handling practices and guidelines are followed at all times by all associates.
- Promotional effectiveness of store-front fixtures and displays
- Assist in the management of sales effectiveness in the seasonal areas of the store.
- Coordinate the appropriate signage utilized in the store.
- Assist with the receipt and return of DSD merchandise
- Process damaged merchandise on a daily basis
- Assist Store Manager with creation of weekly schedules
- Assist in the management of store supplies and expense control
- Assist with merchandising and maintaining the checkout area to maximize impulse sales
- Ensure coolers and store-front program racks/displays are refilled daily (balloon program, sunglasses, batteries, etc.)
- Assist with the management of the Drive Item program
Customer Care Representative
Ibex Global
11.2021 - 04.2022
- Provided customers of a popular tax app service with customer support related inquiries via email and live chat in a timely manner.
- Researched tax questions and concerns on how to navigate the tax product and how to locate certain tax forms.
- Accurately verifying customers PHI prior to addressing their concerns.
- Contributed with other teammates to provide the members with accurate tax information and resources as a tax advocate.
- Maintained a high level of professionalism when dealing with difficult customers.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Temporary Employee
TempsPlus LLC.
04.2011 - 10.2021
- As a receptionist for a Fence and Welding Company.
- Greeting clients and customers, filing, and answering a 1-20 line switchboard and providing estimates for potential new clients.
- Marketing for eBay through local competitors' prices and altering ads for sale.
- Performed in a warehouse production assembling cabinets for a Cabinet company on an assembly line.
Dispatcher
Prime Time Towing LLC.
12.2010 - 04.2011
- Answer heavy incoming calls by operating a 1- to 10-line switchboard.
- Receiving requests for roadside assistance, such as jump starts, lockouts, and also towing services.
- Responsible for billing the drivers’ roadside tickets to proper road clubs, such as Coachnet, Netcost, Asurion, Nation Safe Drivers, and Cross Country Motor Clubs.
- Routing all calls before dispatching to the drivers.
- Customer service assistance to customers requesting services for roadside assistance, checking the status on arrival, and providing rates on towing services in San Antonio and surrounding areas.
- Assist the drivers with information on the customer’s exact location, and provide emergency assistance by contacting S.A.P.D.
- Assist with any additional services, if needed.
- Two-way radio communication with drivers for instant communication and real-time updates.
- Documenting each service done during the shift into an Excel spreadsheet.
- Scheduling roadside assistance for the next shift, if needed.
- Maintained vehicle logs, records of cargo or billing statements in accordance with regulations
- Determined types or amounts of equipment, vehicles or personnel to meet work orders or specifications.
- Advised personnel about accidents, weather conditions or other hazards.
- Tracked vehicle locations using GPS systems to provide real-time updates to customers and management.
Education
General Equivalency Degree -
06.2021
Attended till Junior year - Spanish Language And Literature
La Vernia High School
La Vernia, TX01.1998
Skills
- Spanish speaking
- Typing 50 words per minute
- Computer literate
- Great communication skills
- Excellent at multi-tasking
- Punctual
- Self starter
- Great problem solver
- HIPAA compliance
- Customer service
- CRM documentation
- CRM software
- Conflict resolution
- Active listening
- Training facilitation
- Performance metrics
- Virtual assistance
- Appointment scheduling
- Email management
- Email correspondence
- Live chat support
- Call logging
- Punctuality and reliability
- Call handling
- Multitasking and organization
- Customer relations
- Issue escalation
- Phone etiquette
- Empathy and patience
- Documentation and reporting
- Decision-making
- Verbal and written communication
- Problem resolution
- POS systems and ordering platforms
- Trained in Salesforce
Languages
Spanish
Limited
Timeline
Customer Care Agent
TaskUs
11.2023 - Current
Fraud Analyst
Global Payments
11.2022 - 07.2023
Customer Care Representative
Ibex Global
11.2021 - 04.2022
Operations Assistant Manager
Dollar Tree Stores
01.2020 - 11.2022
Temporary Employee
TempsPlus LLC.
04.2011 - 10.2021
Dispatcher
Prime Time Towing LLC.
12.2010 - 04.2011
General Equivalency Degree -
Attended till Junior year - Spanish Language And Literature
La Vernia High School
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