Mahogany Creech
Atlanta
Summary
Dedicated and personable customer service professional with over 5 years of experience delivering exceptional support in fast-paced environments. Skilled in handling customer inquiries, resolving issues efficiently, and maintaining positive client relationships. Known for strong communication skills, attention to detail, and a commitment to providing excellent customer experiences. Proven ability to adapt to different systems, meet performance goals, and represent the company with professionalism and empathy.
Overview
7
7
years of professional experience
Work History
Customer Care Representative
TK Elevator
09.2024 - Current
- Serve as primary point of contact for customer accounts, troubleshooting service and billing issues.
- Assist customers with online account access, including login issues, password resets, and account navigation.
- Maintain detailed account records, update internal CRM, and ensure all inquiries are documented and resolved within SLA.
- Collaborate with internal tech team to escalate and resolve more complex technical issues.
- Provide product and service guidance to customers via phone and email, ensuring high satisfaction scores.
Members Engagement Specialist
BeneLynk
01.2022 - 06.2024
- Serve as a primary point of contact for members, providing compassionate, patient-centered communication while addressing healthcare-related needs.
- Accurately document member interactions, eligibility findings, and care-related outcomes in CRM systems to support continuity of care and reporting.
- Consistently meet or exceed daily, weekly, and monthly performance metrics, including schedule adherence, call productivity, quality assurance scores, and key performance indicators (KPIs).
- Ensure compliance with state and federal healthcare regulations, maintaining strict adherence to HIPAA and organizational outreach standards.
- Follow established scripts and workflows to maintain quality, accuracy, and consistency while adapting communication to meet individual member needs.
Customer Service & Retention Representative
DIRECTV
05.2019 - 01.2022
- Handled technical and account-related customer inquiries across billing, equipment, and service outages.
- Resolved account lockouts, walked customers through reset procedures, and explained plan configurations.
- Used multiple digital tools to update account information and initiate service changes.
Education
High School Diploma - undefined
Piper High School
Sunrise, FL01.2016
Skills
- Patient & Customer Engagement Clear, Empathetic Communication
- Care Coordination, Eligibility Screening & Needs Assessment
- Case Documentation, Data Accuracy & Record Management
- HIPAA Awareness, Confidentiality & Compliance Standards
- CRM & Case Management Systems (Salesforce, Zendesk, In-House Tools)
- Scheduling, Follow-Ups & Workflow Management
- Issue Resolution, Troubleshooting & Escalation Handling
- User Account Support (Password Resets, Access & Permissions)
- Microsoft Office (Excel, Outlook, Word)
- Remote Support & Communication Tools (Zoom, Chat Platforms)
- Windows OS & Secure System Navigation
Timeline
Customer Care Representative
TK Elevator
09.2024 - Current
Members Engagement Specialist
BeneLynk
01.2022 - 06.2024
Customer Service & Retention Representative
DIRECTV
05.2019 - 01.2022
High School Diploma - undefined
Piper High School