Carissa Shidler
Kelly Connect Services
Soddy Daisy
4
years of professional experience
Customer Service and Healthcare Support Professional with 2+ years of experience providing compassionate, accurate, and efficient support in remote healthcare, retail, and technology environments. Skilled in handling high volume phone, chat, and email interactions while documenting customer information, resolving complex issues, and maintaining compliance with company policies and privacy standards. Experienced using Salesforce, Zendesk, CRM systems, Microsoft Office, and Microsoft Teams to manage customer interactions with accuracy and attention to detail. Recognized for strong communication, problem solving, multitasking, and the ability to deliver exceptional service while adapting quickly to new systems and procedures.
Work History
Customer Service/Chat Representative – Apple Project
1 Year 3 Months- Provided compassionate and professional customer support in a high volume remote contact center through phone, chat, and email.
- Managed multiple customer interactions while accurately documenting account details, case updates, and resolutions in Salesforce and CRM systems.
- Resolved complex customer issues by analyzing account information, identifying solutions, and following established policies and procedures.
- Verified customer information and maintained confidentiality while handling sensitive account and billing inquiries.
- Navigated multiple applications simultaneously to research accounts, document interactions, and deliver timely resolutions.
- Consistently met quality, productivity, attendance, and customer satisfaction performance metrics.
- Collaborated with supervisors and cross functional teams to resolve escalated customer concerns.
Health Care Customer Service Representative
11 Months- Delivered compassionate and professional customer service to members by handling high volume inbound calls regarding health plans, benefits, eligibility, and coverage questions.
- Accurately documented member interactions, account updates, and resolutions in CRM systems while maintaining attention to detail and data accuracy.
- Verified member information and handled sensitive healthcare data in compliance with HIPAA and company privacy standards.
- Researched complex account issues, explained healthcare policies and procedures, and resolved inquiries using critical thinking and established guidelines.
- Navigated multiple applications simultaneously to access member records, document interactions, and provide timely, accurate resolutions.
- Collaborated with supervisors and internal departments to resolve escalated issues and ensure a positive member experience.
- Consistently met quality, productivity, attendance, and customer service performance metrics in a fast paced remote contact center environment.
Education
High School Diploma
Skills
HIPAA Compliance & Patient Confidentiality
Microsoft Outlook
Word & Excel
Windows Operating Systems
High Volume Call Center Operations
Healthcare Scheduling
Call Quality & Performance Metrics
Remote Phone
Chat & Email Support
Insurance Information Verification
Attention to Detail
Provider & Team Collaboration
Professional Written & Verbal Communication
Critical Thinking & Problem Solving
Timeline
Customer Service/Chat Representative – Apple Project
Kelly Connect Services
05.2024 - 08.2025Read More
Health Care Customer Service Representative
TTEC
10.2021 - 09.2022Read More
Acceleration Academy East
High School Diploma
Read More