Princess Wright
Auburn Hills,MI
Summary
Dedicated Contact Center Agent skilled in enhancing customer satisfaction through effective communication and problem-solving. Proven track record in resolving conflicts and collaborating with teams to implement initiatives that improve operational efficiency.
Overview
4
4
years of professional experience
Work History
Customer Care Specialist
AssistRx
Auburn Hills
02.2023 - 04.2026
- Assisted patients in navigating medication support services and resources.
- Created and resolved tickets in system.
- Responded to customer inquiries via phone and email promptly and professionally.
- Explaining benefits coverage, cost concepts and basic eligibility.
- Collaborated with healthcare providers to resolve medication access issues effectively.
- Educated clients on product offerings and service features to enhance understanding.
- Coordinated with internal teams to ensure timely resolution of customer concerns.
- Documented customer interactions accurately in the customer relationship management system.
- Participated in team meetings to discuss process improvements and operational challenges.
- Answered customer inquiries and provided accurate information regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Coordinated patient services for specialty medications and treatment plans.
- Managed communication between healthcare providers and patients effectively.
- Scheduled appointments and follow-ups to ensure timely care delivery.
- Maintained accurate patient records in electronic health systems.
- Educated patients about medication usage and side effects clearly.
Customer Service Representative (Remote)
Fiserv
06.2022 - 02.2026
- Provided technical support for hardware and software issues to end-users.
- Created and resolved incident tickets.
- Diagnosed system problems and recommended appropriate solutions promptly.
- Documented troubleshooting processes and user interactions in ticketing system.
- Assisted users with setup and configuration of devices and applications.
- Maintained knowledge base articles for common user issues and solutions.
- Communicated effectively with users to gather information for issue resolution.
- Created new accounts, reset passwords, and configured access to servers and file management software for users.
- Actively monitored incoming emails related to help desk tickets.
- Researched, diagnosed, troubleshot, and identified solutions for customer issues.
- Installed software applications on user systems according to company policies.
Education
Business Administration And Management -
Charles Stewart Mott Community College
High School Diploma -
Penn Foster
Skills
- Microsoft 365
- Microsoft Office
- Microsoft Teams
- CRM software
- Outlook
- VPN
- ITSM
- Azure
- OneCRM
- STORIS
- Slack
- Epic
- Enbridge
- IT
- Ticket management
- Knowledge base creation
- Technical Support
- Cisco Finesse
- Verint
- LinkIn
- HIPAA
- Medical Terminology
- Remote
- Client360
- NEXUS
- GMS
- TEAMS
- ZOOM
- Equipment Operation
- Excellent communication
- Policies Implementation
- Staff Training and Mentoring
- Budgetary Planning
- Evaluations and Reporting
- Power Point
- Critical Thinking
- Customer Service
- Planning & Organizing
- Supervision & Leadership
- Active Listening
- Team Building
- Team Management
- Training & Development
- Program Analysis
- Data Entry
- Attention to Detail
- Recordkeeping and Documentation
- Product Signage and Labeling
- Issue and Complaint Resolution
- Data Entry and Maintenance
- POS Systems and Ordering Platforms
- Customer Data Confidentiality
- Clerical Support
- De-escalation Techniques
- Building Customer Trust and Loyalty
Timeline
Customer Care Specialist
AssistRx
02.2023 - 04.2026
Customer Service Representative (Remote)
Fiserv
06.2022 - 02.2026
Business Administration And Management -
Charles Stewart Mott Community College
High School Diploma -
Penn Foster