RAMONA SWIMS
Greenwood
Summary
Personable and results-driven Customer Service Representative with over 4 years of experience in fast-paced, remote support and call center environments. Adept at resolving customer concerns with empathy and accuracy, while meeting performance metrics. Proficient in Salesforce, BrightWheel, and live chat systems. Committed to delivering high-quality service and creating positive customer experiences.
Responsible professional enthusiastic about supporting best practices in hospital operations, compliance and healthcare management. Demonstrated strengths in multi-area management, quality assurance, and service. Resourceful professional and collaborative team player.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Patient Care Advocate
Sitel
12.2022 - 12.2025
- Delivered empathetic support for healthcare-related customer inquiries.
- Collaborated with medical teams to resolve customer issues efficiently.
- Maintained HIPAA compliance and managed sensitive information.
- Used Salesforce and EMR tools to track and resolve customer interactions.
- Ensured high levels of customer satisfaction and follow-through.
Virtual Customer Service Representative
BrightWheel
01.2017 - 07.2021
- Provided support via chat, phone, and email to resolve technical and account-related issues.
- Educated users on services and guided them through troubleshooting steps.
- Maintained detailed and accurate documentation of each interaction.
- Worked collaboratively across teams to resolve escalated cases.
- Achieved high customer satisfaction ratings and response time goals.
- Monitored all incoming emails, phone calls and online chats promptly.
Education
Certificate -
Med Ed Services
Greenwood, MS05-2018
High School Diploma -
Greenwood High School
Greenwood, MSSkills
- Customer Support & Communication
- CRM Tools (Salesforce, BrightWheel)
- Phone, Chat & Email Handling
- Remote Work Proficiency
- Problem Solving & Conflict Resolution
- Call Metrics & QA Standards
- Data Entry & Documentation
- Multitasking & Prioritization
- Team Collaboration
- Microsoft Office Suite
- Empathy & Patience
- Adaptability & Flexibility
Certification
- Customer Service Excellence (In-House Training)
- Certified Medical Assistant (CMA)
- Basic Life Support (BLS)
- CPR Certified
References
Available upon request.
Timeline
Patient Care Advocate
Sitel
12.2022 - 12.2025
Virtual Customer Service Representative
BrightWheel
01.2017 - 07.2021
Certificate -
Med Ed Services
High School Diploma -
Greenwood High School