Open To Work
CHYNA THOMPSON
Experienced Remote Customer Experience Professional | 9+ Years | High-Volume Phone, Chat & Escalation
Atlanta
Summary
Results-driven customer experience professional with 18+ years of performance based success in telecommunications, healthcare operations, bill management and remote contact center environments. Proven track record of exceeding KPIs across phone, chat and social media channels. Experienced in high volume customer support, account troubleshooting, compliance driven processing, and escalation resolution. Recognized for accuracy, adaptability, and consistently surpassing performance benchmarks in both leadership and individual contributor roles.
Overview
11
11
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Remote Customer Service Professional (1099 Contractor)
Arise Virtual Solutions
01.2023 - Current
- Provide inbound customer support via phone and chat in a fully remote, performance-driven environment.
- Consistently meet or exceed service level agreements (SLA), customer satisfaction (CSAT), and average handle time (AHT) metrics.
- Assist customers with account inquiries, billing concerns, and system navigation issues.
- Maintain compliance with client guidelines and quality assurance standards.
- Demonstrate adaptability across multiple programs and digital platforms.
Supervisor – Medicaid Prior Authorization Team
PeopleShores US
06.2024 - 02.2025
- Supervised a high-volume Medicaid prior authorization team in a compliance-driven healthcare operations environment.
- Monitored daily performance metrics and implemented coaching strategies to exceed KPIs related to accuracy, turnaround time, and regulatory compliance.
- Ensured adherence to Medicaid guidelines, HIPAA requirements, and internal quality standards.
- Resolved escalated authorization cases requiring policy interpretation and cross-functional collaboration.
- Maintained strong team productivity and morale in a metrics-based production setting.
- Position eliminated due to decreased program workload.
Senior Agent and Performance Manager
T-Mobile USA
Charleston
01.2019 - 06.2021
- Ranked #1 & #2 nationally in sales performance across peer group.
- Led performance management initiatives to enhance team efficiency and drive customer satisfaction metrics across support operations.
- Collaborated with cross-functional teams to optimize operational processes, improving response times and service quality.
- Analyzed customer feedback data to identify trends, leading to actionable insights that enhanced service delivery.
- Mentored junior agents to enhance their customer service skills, fostering a culture of continuous improvement and collaboration.
- Increased team conversion rates by implementing targeted coaching and incentive strategies.
- Led performance management initiatives in a fast-paced, metrics-driven environment.
Customer Experience Specialist – TLC (Specialized Escalations Team)
T-Mobile USA
Charleston
01.2018 - 01.2019
- Delivered omnichannel support via phone, live chat, and social media messaging platforms.
- Managed high-priority escalations involving billing disputes, customer service, service interruptions, and account recovery.
- Assisted in designing new strategies for improving the overall customer journey.
- Protected brand reputation while improving customer retention and satisfaction.
- Consistently exceeded performance metrics in a high-volume contact center environment.
- Collaborated with technical, billing, and leadership teams to resolve complex customer cases.
- Performed in the top 1% company wide for my entire stretch in this role.
Customer Experience Specialist/ CSR II
T-Mobile USA
Charleston
10.2014 - 07.2018
- Resolved billing, technical, and account-related concerns in a high-volume call center setting.
- Improved department performance by 25% through engagement and process optimization.
- Maintained 90%+ first-call resolution rate and strong customer satisfaction scores.
- Delivered exceptional customer support by resolving inquiries effectively, enhancing user experience and fostering brand loyalty.
- Mentored new team members on best practices, resulting in improved service quality and reduced onboarding time.
- Engaged with customers via phone, email, chat or social media platforms for responding to their inquiries.
Education
Bachelor of Science - Accounting
University of Phoenix
10.2023 - 02.2026
Associate of Arts - Business Administration
University of Phoenix
10.2023 - 01/2025
Skills
- Omnichannel Customer Support
- Remote Work
- Virtual Contact Center Operations
- High-Volume Call Handling
- Account Troubleshooting
- Escalation
- Complaint Resolution
- Performance Metrics
- Medicaid Prior Authorization Processing
- HIPAA Compliance
- Regulatory Compliance
- CRM Navigation
- Multi-System Navigation
- Quality Assurance Standards
- Team Leadership
- Coaching
- Customer Retention
- Brand Protection
- Inbound customer support
- Performance metrics
- Service level agreements
- Customer satisfaction
- Billing concerns
- Compliance standards
- Quality assurance
- Cross-functional collaboration
- Escalation handling
- Customer experience
Certification
John Maxwell Team Certified Mentor and Leadership Trainer
Work Preference
Job Search Status
Open to workWork Type
Full TimePart TimeContract WorkGig WorkLocation Preference
RemoteSalary Range
$45000/yr - $200000/yrTimeline
Supervisor – Medicaid Prior Authorization Team
PeopleShores US
06.2024 - 02.2025
Bachelor of Science - Accounting
University of Phoenix
10.2023 - 02.2026
Associate of Arts - Business Administration
University of Phoenix
10.2023 - 01/2025
Remote Customer Service Professional (1099 Contractor)
Arise Virtual Solutions
01.2023 - Current
Senior Agent and Performance Manager
T-Mobile USA
01.2019 - 06.2021
Customer Experience Specialist – TLC (Specialized Escalations Team)
T-Mobile USA
01.2018 - 01.2019
Customer Experience Specialist/ CSR II
T-Mobile USA
10.2014 - 07.2018