Tracy-Ann Burns
Williamsburg,VA
Summary
Customer service professional with experience supporting patients and customers through phone, email, chat, and in-person interactions. Handles complaint resolution, technical troubleshooting, patient registration, insurance verification, and accurate CRM documentation while supporting team collaboration and process improvements.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Patient Access Representative
Sentara Williamsburg Regional Medical Center
Williamsburg, Virginia
09.2026 - Current
- Verified patient demographics and insurance information at Sentara Williamsburg Regional Medical Center admissions
- Registered patients using hospital systems and collected required consent forms
Customer Care Advocate (WAH)
Teleperformance USA
10.2025 - Current
- Provided exceptional customer support via phone, email, and chat to resolve inquiries efficiently.
- Assisted customers in navigating products, services, and account management tools effectively.
- Documented customer interactions accurately in CRM system for future reference and follow-up.
- Collaborated with team members to identify common issues and improve service delivery processes.
Psychiatric Technician DSA
Eastern State Hospital
03.2025 - 09.2025
- Assisted patients with daily living activities to promote independence and enhance quality of life.
- Monitored patient behavior, documenting changes and reporting findings to healthcare team for appropriate interventions.
- Implemented therapeutic activities designed to improve cognitive and emotional functioning in individuals with mental health disorders.
- Collaborated with multidisciplinary teams to develop and adjust individualized care plans based on patient needs.
Customer Service Agent
Radius Global Solutions
04.2024 - 06.2024
- Provided exceptional customer support through effective communication and problem-solving techniques.
- Assisted customers with inquiries, ensuring prompt and accurate resolution of issues.
- Utilized CRM software to track customer interactions and maintain updated records.
- Collaborated with team members to enhance service delivery and improve customer satisfaction rates.
Customer Service Associate (WAH)
Conduent
12.2023 - 03.2024
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted customers with account management, ensuring accuracy and satisfaction in service delivery.
- Utilized CRM software to track customer interactions and streamline support processes.
- Collaborated with team members to improve response times and enhance overall customer experience.
Taxpayer Service Representative
Tax Administration Jamaica
01.2016 - 04.2023
- Assisted taxpayers in understanding tax regulations and compliance requirements.
- Provided accurate information on tax payment processes and deadlines.
- Resolved taxpayer inquiries through effective communication and problem-solving skills.
- Facilitated training sessions for new staff on customer service protocols and tax procedures.
Collections Agent
Tax Administration Jamaica
09.2015 - 03.2016
- Managed collections through effective communication with clients to resolve outstanding tax obligations.
- Utilized collection software to track accounts and streamline payment processes efficiently.
Inventory Officer
Tax Administration Jamaica
01.2011 - 08.2015
- Monitored inventory levels to ensure compliance with tax regulations.
- Coordinated stock assessments and reconciled discrepancies in inventory records.
- Implemented inventory management systems for improved tracking and reporting accuracy.
- Analyzed stock movement trends to optimize storage and distribution processes.
Education
Bachelor of Science - Business Administration
Montego Bay Community College
Montego Bay, Jamaica08-2020
Associate of Science - General Studies
Rusea's High School
Lucea, Jamaica06-2010
Skills
- Active learning
- Call center experience
- Data entry proficiency
- Complaint handling
- Empathy display
- Assertiveness
- Inbound customer service
- Time management
- Active listening
- Adaptability and flexibility
- Technical troubleshooting
- Documentation and reporting
- Computer skills
- Patient registration
- Insurance verification
Certification
Certificate in Phlebotomy-Heart to Heart Training Institute
Certificate in Customer Service -Tax administration Jamaica
References
Ms. Claire Rhoden 757-696-6930
Rev. Ephraim Philburn 1876-445-3751
Timeline
Patient Access Representative
Sentara Williamsburg Regional Medical Center
09.2026 - Current
Customer Care Advocate (WAH)
Teleperformance USA
10.2025 - Current
Psychiatric Technician DSA
Eastern State Hospital
03.2025 - 09.2025
Customer Service Agent
Radius Global Solutions
04.2024 - 06.2024
Customer Service Associate (WAH)
Conduent
12.2023 - 03.2024
Taxpayer Service Representative
Tax Administration Jamaica
01.2016 - 04.2023
Collections Agent
Tax Administration Jamaica
09.2015 - 03.2016
Inventory Officer
Tax Administration Jamaica
01.2011 - 08.2015
Bachelor of Science - Business Administration
Montego Bay Community College
Associate of Science - General Studies
Rusea's High School