Open To Work
Yolanda Ramsey
Sutherland Global
Grovetown,GA
3
years of professional experience
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Work History
Customer Service Representative
3 Months- Facilitated efficient handling of inbound calls, emails, and tickets concerning credit, debit, and prepaid card transactions.
- Identified and addressed unauthorized charges, billing errors, card declines, and potential fraud to safeguard customer accounts and maintain trust.
- Assist customers with general account inquiries, card activations, PIN resets, and balance inquiries.
- Executed payment processing and managed dispute claims while ensuring thorough administrative follow-ups in banking systems.
- Ensured adherence to stringent banking security protocols while documenting all customer interactions accurately.
Senior Technical Support Specialist
4 Months- Provide technical support for the HealthSafe ID (HSID) authentication platform across UnitedHealth Group brands including UnitedHealthcare, Optum, and Surest.
- Troubleshoot multifactor authentication (MFA), account recovery, and sign-in issues to quickly restore member access.
- Triage and document potential security events and access anomalies while following incident response procedures and escalation protocols.
- Verify member identities and protect PHI/PII in compliance with HIPAA and enterprise security policies.
- Educate members on secure sign-in practices to reduce lockouts and prevent recurring access issues.
Contact Center Agent
9 Months- Assist banking customers with account inquiries, debit card concerns, online banking access, and transaction disputes.
- Process account transactions including balance inquiries, transfers, stop payments, and reversals with high accuracy and confidentiality.
- Maintain detailed documentation in CRM systems to ensure compliance and support first-contact resolution.
- Educate customers on digital banking tools and safe account practices to promote fraud awareness and self-service usage.
Customer Support Specialist
6 Months- Resolve customer concerns by using active listening and targeted questions to identify issues and deliver efficient solutions.
- Guide customers through website navigation, product selection, order placement, and delivery scheduling.
- De-escalate challenging situations with empathy and professionalism, helping turn negative experiences into positive outcomes.
- Document case details and customer feedback to support knowledge base updates and process improvements.
Customer Service Representative
4 Months- Assist customers via phone, chat, and email with orders, returns, exchanges, and product inquiries.
- Build customer loyalty through solution-focused service and proactive follow-up.
- Maintain strong product knowledge to provide helpful recommendations when appropriate.
- Process transactions accurately while adhering to company policies and procedures.
Education
General Studies
Skills
Customer Support & Service Excellence
Technical Troubleshooting
Account & Identity Verification
CRM & Ticketing Systems
HIPAA & Data Privacy Awareness
High-Volume Call Handling
First Call Resolution (FCR)
Conflict Resolution & De-escalation
Clear Communication
Active Listening
Problem Solving
Adaptability
Timeline
Customer Service Representative
Sutherland Global
05.2026 - CurrentRead More
Senior Technical Support Specialist
Akkodis
11.2025 - 03.2026Read More
Contact Center Agent
Velera
02.2025 - 11.2025Read More
Customer Support Specialist
Asurion
08.2024 - 02.2025Read More
Customer Service Representative
Williams-Sonoma
10.2023 - 02.2024Read More
El Paso Community College
General Studies
Read More