Microsoft Office (Excel, Word, Outlook)
Tameka Harris
Expert Customer Support Specialist
Houston,TX
Summary
Dynamic customer support professional with extensive experience at United Healthcare Group, excelling in conflict resolution and process optimization. Proven track record of surpassing KPIs while delivering empathetic, solutions-focused service. Proficient in Salesforce CRM, enhancing team collaboration and driving member satisfaction through effective communication and attention to detail.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Remote Healthcare Member Support
Connexus Group
07.2024 - 02.2025
- Managed approximately 100 calls in high-volume inbound inquiries via phone and email regarding healthcare benefits, claims, and services, using CRM tools for accurate tracking
- Triaged incoming cases and routed complex claims to billing and support teams, ensuring timely follow-through and member satisfaction
- Maintained records and response workflows in CRM to assist SDR-aligned teams with daily performance metrics
- Participated in workflow huddles to align support tasks with administrative operations and cross-team communication
Remote Sr. Customer Support Representative
United Healthcare Group
03.2022 - 07.2024
- Managed multichannel member interactions and escalations with a focus on resolution quality and technical guidance.
- Assisted members with benefit portals, claim reviews, and account troubleshooting via phone and digital channels.
- Surpassed monthly KPIs for resolution time, call quality, and service ratings.
- Utilized CRM systems to track interactions and maintain accurate customer records for quality assurance.
- Proactively collaborated with other departments to identify resolution delays and align on workflow improvement
Issue Resolution Specialist I
Gexa Energy
07.2019 - 02.2022
- Handled high-volume inbound and outbound customer calls and emails to resolve account discrepancies, service interruptions, and billing inquiries.
- Utilized CRM and internal ticketing systems to document customer interactions, track issue progress, and ensure timely resolution within SLA targets.
- Collaborated with cross-functional teams to streamline dispute resolution processes and enhance service delivery.
- Led initiatives to reduce response times, improving overall customer satisfaction ratings within the department.
- Escalated complex cases to leadership with documented research and resolution history to minimize repeat inquiries
Education
Associate of Science - Business Administration And Management
University of Phoenix
Tempe, AZ06-2025
Skills
- Collaborative teamwork
- Salesforce CRM lead management
- Process optimization for KPIs
- Conflict resolution and client interaction
- Experienced with Microsoft Office applications
- Email Management & Call Support
- Attention to detail
- Problem-solving skills
Customer service
Teamwork and collaboration
Time management
Problem-solving
Dependable and responsible
Multitasking
Excellent communication
Critical thinking
Computer skills
Organizational skills
Active listening
Decision-making
Verbal communication
Certification
- Salesforce Trailhead CRM Modules ( In Progress)
- Self-guided Quicken Learning Program (Personal Development)
- Training - Identity Theft Reporting and Resolution Documentation(2021, On File)
Work Type
Full TimeContract WorkWork Location
RemoteHybridOn-SiteWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations
- University of Phoenix Alumni
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Software
Google Docs
Windows 10 & 11
CRM
EMR & EHR (electronic medical records & electronic health records)
Additional Information
Tameka Harris
Houston, Texas
(832) 949-7313
tameka-harris1@outlook.com
To Whom It May Concern
Dear Hiring Manager
I am writing to express my keen interest in the Customer Service and Support Specialist. With ten years of experience providing exceptional customer service and technical support, I am confident I possess the skills and dedication to excel in this role and significantly contribute to the company's success.
Throughout my career, I have consistently exceeded expectations in resolving customer issues, building rapport, and ensuring customer satisfaction. My expertise encompasses a wide range of responsibilities, including:
* **Troubleshooting and resolving technical issues:** Proficient in diagnosing and resolving complex problems across various platforms and technologies.
* **Providing exceptional customer service:** Demonstrated ability to handle challenging situations with professionalism, empathy, and efficiency.
* **Managing customer inquiries:** Experienced in handling high volumes of inquiries through various channels (phone, email, chat).
* **Escalating complex issues:** Skilled in identifying and escalating critical issues to the appropriate teams for timely resolution.
* **Contributing to process improvement:** Actively involved in identifying areas for improvement and implementing solutions to enhance efficiency and customer experience.
I am eager to learn more about this opportunity and discuss how my skills and experience align with your requirements. My resume, attached for your review, provides further details on my qualifications. Thank you for your time and consideration.
**Sincerely,**
Tameka Harris
Timeline
Remote Healthcare Member Support
Connexus Group
07.2024 - 02.2025
Remote Sr. Customer Support Representative
United Healthcare Group
03.2022 - 07.2024
Issue Resolution Specialist I
Gexa Energy
07.2019 - 02.2022
Associate of Science - Business Administration And Management
University of Phoenix
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