Summary
Overview
Work History
Education
Skills
Timeline
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Temaria Robertson

Dallas,TX

Summary

Experienced and reliable call center professional with a strong background in healthcare support, scheduling, and customer resolution. Proven ability to assist diverse populations with empathy and accuracy while maintaining confidentiality. Skilled in navigating referrals, insurance benefits, and high-volume environments. Committed to delivering clear communication, timely service, and patient-focused support.

Overview

5
5
years of professional experience

Work History

Remote Customer Resolution Coordinator

Victoria Secret
10.2021 - 01.2023
  • Handled 200+ inbound customer calls daily regarding order status, billing , returns and promotions.
  • Used dual monitors and internal systems to resolve issues quickly and professionally.
  • Followed call scripts and procedures while maintaining high quality assurance scores.
  • Demonstrated patience and professionalism when de-escalating concerns and ensuring customer satisfaction.
  • Achieved performance goals in areas such as call handling time, accuracy, and schedule adherence.
  • Followed strict guidelines and privacy standards while adapting to new product updates and promotions.
  • Regularly met or exceeded key performance indicators including AHT,QA scores, and attendance.
  • Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
  • Handled customer complaints and inquiries in a courteous and efficient manner.
  • Utilized problem-solving techniques to identify solutions for complex customer inquiries.

Authorization Support Representative

Nations Benefits INC
03.2018 - 10.2021
  • Assisted members with benefit inquiries, prior authorizations, and healthcare service support.
  • Verified insurance coverage and relayed detailed plan benefits in a HIPAA-complaint manner.
  • Maintained 95+ call quality scores by resolving concerns efficiently and compassionately.
  • Navigated internal systems to update authorizations, service requests, and provider notes.
  • Scheduled healthcare services and assisted member's with navigating referrals, authorizations, and benefits- ensuring accurate data entry into internal systems within service level agreements.
  • Maintained strict confidentiality of patient information in compliance with HIPAA regulations.
  • Communicated with members and callers about available benefits, resources, and next steps to promote access to care.
  • Participated in regular team huddles and training session to stay aligned with department goals and workflow updates.

Education

High School Diploma -

IDEA
Dallas, TX
05-2019

Skills

  • Remote Call Center Support
  • CRM & Order Management Tools
  • Active Listening Skills
  • Dual Monitor Navigation Skills
  • Patient & Customer Needs Assessment
  • Referral & Appointment Scheduling
  • Rapport Building with Patients & Partners
  • Strong Verbal & Written Communication Skills
  • Fast-Paced Call Center Experience
  • Microsoft Office Navigation
  • Attention to detail
  • CRM & Order Management Tools
  • Inbound & Outbound Call Handling
  • Healthcare Industry Knowledge
  • HIPAA Compliance
  • Multitasking & Time Management
  • Data Entry
  • Critical Thinking & Problem Solving
  • Empathetic & Professional Communication

Timeline

Remote Customer Resolution Coordinator

Victoria Secret
10.2021 - 01.2023

Authorization Support Representative

Nations Benefits INC
03.2018 - 10.2021

High School Diploma -

IDEA

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