Alyssia Evans
Atlanta
Summary
Resourceful Remote Customer Service Specialist with 3+ years of experience managing high-volume inbound communications, client account management, and multi-channel inquiry resolution. Expertise in navigating enterprise CRM platforms, active listening, and resolving complex client issues in fast-paced remote call center environments. Proven track record of maintaining high satisfaction scores, strict data security, and efficient inquiry routing.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
IBEX-OPTUM
Remote, GA
03.2025 - Current
- Handle high-volume inbound phone calls to schedule appointments, answer inquiries, and resolve customer issues efficiently.
- Verify caller identities and account details in accordance with company privacy and security protocols prior to making account changes.
- Navigate enterprise systems (Salesforce, Oracle, Maestro, CSS, Avaya) and Knowledge Base articles to deliver rapid solutions.
- Route calls to specialized internal departments smoothly, minimizing caller wait times and maximizing first-contact resolution.
- Process documentation requests and email official correspondence to clients in a timely manner.
Customer Support Representative
Rotech Healthcare
Duluth, GA
04.2024 - 03.2025
- Provided professional inbound customer service regarding orders, billing questions, and insurance verification.
- Utilized CRM databases to process equipment orders and coordinate same-day delivery schedules with logistics teams.
- Maintained high quality ratings by actively listening and addressing customer concerns with patience and empathy.
Customer & Patient Care Specialist
Hospice Source
Norcross, GA
09.2022 - 11.2023
- Supported clients and families during sensitive situations, demonstrating strong conflict resolution and interpersonal skills.
- Managed client account records accurately and communicated updates across multi-disciplinary teams.
Administrative & Payroll Clerk
TKE Elevator
Atlanta, GA
01.2022 - 08.2022
- Executed accurate record verification and administrative data entry in compliance with company standards.
Education
Certificate - Healthcare Assistant
Gwinnett Technical College
Lawrenceville, GA05.2026
High School Diploma - undefined
Peachtree Ridge High School
Suwanee, GA05.2017
Skills
- Customer Experience & Support: High-Volume Inbound Call Handling, Multi-Channel Support, Account Verification, Customer Retention
- De-escalation & Resolution: Conflict Resolution, Problem Solving, Active Listening, Empathetic Communication, Complex Issue Triage
- Software & CRM Proficiency: Enterprise CRM Platforms (Salesforce, Oracle, Maestro, CSS), Avaya Call Systems, Knowledge Base Systems
- Operations & Administration: Appointment Scheduling, Data Entry Accuracy, Cross-Departmental Routing, Time Management
Timeline
Customer Service Representative
IBEX-OPTUM
03.2025 - Current
Customer Support Representative
Rotech Healthcare
04.2024 - 03.2025
Customer & Patient Care Specialist
Hospice Source
09.2022 - 11.2023
Administrative & Payroll Clerk
TKE Elevator
01.2022 - 08.2022
High School Diploma - undefined
Peachtree Ridge High School
Certificate - Healthcare Assistant
Gwinnett Technical College