Rebecca Macklin
Erlanger,KY
Summary
Customer Support Specialist with 4+ years of experience delivering high-quality service in fast-paced environments. Skilled in managing high-volume customer interactions across billing, account support, and issue resolution. Proven ability to own cases end-to-end, troubleshoot complex issues, and maintain accuracy under pressure. Strong focus on response time, customer satisfaction, and detailed documentation to support team efficiency and operations.
Overview
5
5
years of professional experience
Work History
Customer Service/ Billing Representative
Optum Behavioral Health
Remote
03.2022 - 03.2026
- Managed a high volume of customer interactions, resolving billing, account, and eligibility issues efficiently while meeting strict response time expectations
- Owned customer cases from initial contact through full resolution, ensuring follow-up and closure without requiring repeat outreach
- Troubleshot complex billing discrepancies and account access issues with accuracy and attention to detail
- Interpreted explanations of benefits (EOBs) and identified potential payment disputes or escalations
- Maintained detailed and accurate case notes to support reporting, analytics, and seamless handoffs between team members
- Collaborated with internal teams to escalate complex issues, including billing errors and account concerns, using proper judgment and procedures
- Contributed to process improvements that enhanced workflow efficiency and customer experience
Sales Representative
TTEC
Remote
11.2021 - 03.2022
- Handled high-volume customer interactions while maintaining strong communication and service quality
- Managed customer accounts, tracked interactions, and maintained accurate documentation of all activities
- Identified customer needs and provided solutions, improving satisfaction and retention
- Utilized problem-solving and communication skills to resolve concerns quickly and effectively
Sales Representative
ADT
Remote
10.2020 - 10.2021
- Delivered customer-focused support while managing account inquiries and service-related concerns
- Built and maintained strong customer relationships, ensuring satisfaction and long-term engagement
- Identified issues proactively and provided timely solutions to prevent escalation
- Maintained detailed customer records and communication logs
Education
No Degree - Health Administration
Gateway Community And Technical College
Edgewood04.2026
Skills
- Live Chat & Email Support
- Case Management & Resolution Ownership
- Billing & Payment Support
- Account Troubleshooting
- Fraud & Dispute Awareness
- SLA & Response Time Management
- Ticket Documentation & Tagging
- Process Improvement & Reporting
- Customer Retention & Satisfaction
Timeline
Customer Service/ Billing Representative
Optum Behavioral Health
03.2022 - 03.2026
Sales Representative
TTEC
11.2021 - 03.2022
Sales Representative
ADT
10.2020 - 10.2021
No Degree - Health Administration
Gateway Community And Technical College