Sylvia Howard
Deerfield,Illinois
Summary
Customer Service Specialist experienced in prioritizing and multi-tasking within fast-paced environments. Achieved customer satisfaction and business goals through effective teamwork and resolution of escalated issues. Focused on building rapport with clients and contributing to overall company success.
Overview
1
1
Certification
1
1
year of post-secondary education
7
7
years of professional experience
Work History
Customer Service Representative
Waste Mangement
Lombard, Illinois
01.2026 - Current
- Handled customer calls for waste pickup, billing, and service questions at Waste Management.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Processed billing inquiries and explained account charges clearly.
- Answered customer inquiries and provided accurate information regarding products and services.
- Reviewed customer accounts for accuracy and corrected contact or service details.
- Resolved schedule changes for residential and commercial waste collection routes.
- Coordinated with dispatch and operations teams on missed pickups and special services.
- Escalated complex complaints to supervisors and followed Waste Management procedures.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Supported residents in independent living homes with daily personal care routines.
Caregiver / Healthcare Assistant
Homes for Independent Living
Green Bay, WI
01.2024 - 10.2026
- Assisted residents with daily living activities and managed medication to enhance their quality of life.
- Documented care activities in EMR accurately, ensuring confidentiality and compliance with healthcare regulations.
- Built trust and rapport with residents through empathy, patience, and clear communication.
- Coordinated multiple priorities in a fast-paced care environment, delivering compassionate and professional support.
- Maintained accurate EMR documentation while ensuring confidentiality and compliance.
- Monitored safety conditions across residential settings and reported concerns promptly.
Healthcare Support Specialist
Humana
Oklahoma City, OK
02.2021 - 01.2024
- Guided patients and providers through multi-step processes, forms, and documentation to enhance understanding and ensure accurate completion.
- Assisted patients and providers with claims, authorizations, and imaging requests via EMR and CRM systems, facilitating timely processing.
- Delivered accurate case documentation, contributing to service quality and compliance in a fast-paced environment.
- Delivered accurate case documentation while maintaining productivity and service quality.
- Demonstrated resilience and professionalism while managing multiple tasks in a fast-paced environment.
Customer Service / Technical Support Representative
Loves Corporate Annex
Oklahoma City, OK
02.2020 - 01.2021
- Facilitated communication through phone, email, and live chat to assist customers.
- Documented, tracked, and resolved service requests for CDL drivers using internal CRM and ticketing systems.
- Troubleshot system issues and maintained accurate driver records in compliance with company procedures.
- Coordinated management of service requests and troubleshooting through CRM and ticketing platforms.
- Liaised with dispatchers and vendors to secure timely, reliable resolutions.
- Multi-channel communication: phone, email, live chat.
- Thrived in a quota driven environment requiring adaptability, organization, and attention to detail.
- Recognized for strong problem solving, attention to detail, and reliability in a fast paced environment.
Education
Associate's Degree - Accounting
Rasmussen University
08.2025 - 10.2026
High School Diploma -
Edmond Memorial High School
Skills
- EMR & CRM Systems
- CRM system expertise
- Billing inquiries
- Data accuracy
- Microsoft Office Suite (Word, Excel, Outlook)
- Google Workspace
- PC & Hardware Troubleshooting
- Organization and Time Management
- Typing proficiency
- Persuasive communication
- Empathy and Active Listening
- Typing proficiency
Certification
Certificate in Customer Service and Human Resource Support
Timeline
Customer Service Representative
Waste Mangement
01.2026 - Current
Associate's Degree - Accounting
Rasmussen University
08.2025 - 10.2026
Caregiver / Healthcare Assistant
Homes for Independent Living
01.2024 - 10.2026
Healthcare Support Specialist
Humana
02.2021 - 01.2024
Customer Service / Technical Support Representative
Loves Corporate Annex
02.2020 - 01.2021
High School Diploma -
Edmond Memorial High School