RASHELL WASHINGTON
Jacksonville
Summary
Detailed oriented and self-motivated Remote Customer Service Representative with over 6 years of experience in a virtual support environment. Skilled in handling a wide range of customer inquiries via phone, email and live chat. Proficient in using IVR, CRM, CMS, JH and JL jurisdiction, Internal and External page. Known for excellent communication skills and a strong ability to resolve issues leading to high customer satisfaction
Overview
7
7
years of professional experience
Work History
Spec Customer Success, Early Intervention
Freedom Mortgage Corporation
Jacksonville, FL
11.2025 - Current
- Provide accurate, timely answers to borrowers’ questions about their mortgage (payments, statements, escrow, assistance options), using internal systems to retrieve loan info.
- Handle inbound and outbound calls within service-level timelines; document all interactions in the company’s systems; escalate issues per policy.
- Communicate professionally by phone and email; provide status updates and set proper expectations through loan milestones.
- Understand and explain regulatory requirements and company policies to customers clearly and patiently.
- Maintain a “single point of contact” mindset for clients when applicable, coordinating with internal teams to resolve issues.
Customer Service Representative
Maximus (Aidvantage)
Jacksonville, FL
11.2024 - 10.2025
- Respond to incoming calls, e-mails or chats and make outbound calls regarding Federal Student Aid (FSA) Loan Servicing
- Answer inquiries and notate accounts regarding information provided and actions taken in response to those inquiries
- Make outbound calls to follow up with customers to clarify information or provide account updates
- Process Credit Bureau Requests utilizing established processes and procedures
- Support Contact Center expectations as well as departmental and corporate policies and procedures
- Utilize the feedback tool to give and receive constructive feedback on call quality and department tasks
- Utilize available systems, knowledge base, and standard technology such as telephone, e-mail, and web browser to respond to inquiries and perform job duties
- Refer escalated calls or inquiries to appropriate levels as needed
- Process requests received via general correspondence and notate accounts regarding actions taken in response to those requests
Delivery Driver
Amazon
Jacksonville, FL
06.2024 - 11.2024
- Safely operate an Amazon vehicle and navigate routes.
- Safely transport packages to customers’ doorsteps and ensure they are marked with the correct address and tracking information.
- Use handheld devices to access routing and customer delivery information.
- Lift packages that weigh up to 50lbs.
- Provide strong customer service
Debt Specialist
TD Bank
Jacksonville, FL
01.2021 - 05.2024
- Escalated calls to solve solutions.
- Kept tracking outstanding debts.
- Planned course of action to recover owed money.
- Negotiated payoff deadlines and payment plans.
- Handled customer’s questions and complaints.
- Identified gaps in the system and recommended solutions.
- Handled inbound and outbound call
Medicare Claims Analyst
Novitas Solutions
Jacksonville, FL
05.2020 - 12.2020
- Received inbound calls from providers and suppliers regarding their Medicare enrollment.
- Checked appeal and claim status.
- Checked deductible and QMB Eligibility.
- Responded to each customer’s needs and requests to ensure each customer encountered was positive and productive.
- Accessed multiple systems to research customers’ problems and recorded inquiry types.
- Researched CMS and company websites to provide knowledge and education to customers on additional resources which could be used in the future.
- Accessed the IVR and Internet Portal systems as needed to help educate customers on self service options that are available to them.
Customer Service Representative
Florida State College
Jacksonville, FL
05.2019 - 04.2020
- Tracked purchase order activity.
- Received inbound and made outbound calls.
- Made reservations.
- Assisted students with enrolling into classes.
- Scanned documents.
- Organized files
Education
High School Diploma -
Florida State College of Jacksonville
Jacksonville, FLSkills
- Active Listening
- Time Management
- Research
- Patience
- Superior Customer Service
- Cold Calling
- Problem Solving
- Professionalism
- Medicare Claims
- Critical Thinking
Timeline
Spec Customer Success, Early Intervention
Freedom Mortgage Corporation
11.2025 - Current
Customer Service Representative
Maximus (Aidvantage)
11.2024 - 10.2025
Delivery Driver
Amazon
06.2024 - 11.2024
Debt Specialist
TD Bank
01.2021 - 05.2024
Medicare Claims Analyst
Novitas Solutions
05.2020 - 12.2020
Customer Service Representative
Florida State College
05.2019 - 04.2020
High School Diploma -
Florida State College of Jacksonville