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I am a detail-oriented customer service and technical support professional with 4+ years of remote experience across telecom, insurance, and healthcare-adjacent industries. I have a proven track record managing high-volume inbound/outbound communications, resolving escalated issues, maintaining accurate documentation, and ensuring regulatory compliance (HIPAA). I am proficient in Zendesk, Citrix, SAP, and the Microsoft Office Suite. I’m skilled at prioritizing multiple concurrent tasks, improving first-contact resolution, and delivering consistent client satisfaction under deadline-driven conditions. I thrive in fast-paced remote environments, collaborate effectively with cross-functional teams, and continuously look for ways to streamline processes and boost service levels.…I am a detail-oriented customer service and technical support professional with 4+ years of remote experience across telecom, insurance, and healthcare-adjacent industries. I have a proven track record managing high-volume inbound/outbound communications, resolving escalated issues, maintaining accurate documentation, and ensuring regulatory compliance (HIPAA). I am proficient in Zendesk, Citrix, SAP, and the Microsoft Office Suite. I’m skilled at prioritizing multiple concurrent tasks, improving first-contact resolution, and delivering consistent client satisfaction under deadline-driven conditions. I thrive in fast-paced remote environments, collaborate effectively with cross-functional teams, and continuously look for ways to streamline processes and boost service levels.

Yasmeen J

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I am a detail-oriented customer service and technical support professional with 4+ years of remote experience across telecom, insurance, and healthcare-adjacent industries. I have a proven track record managing high-volume inbound/outbound communications, resolving escalated issues, maintaining accurate documentation, and ensuring regulatory compliance (HIPAA). I am proficient in Zendesk, Citrix, SAP, and the Microsoft Office Suite. I’m skilled at prioritizing multiple concurrent tasks, improving first-contact resolution, and delivering consistent client satisfaction under deadline-driven conditions. I thrive in fast-paced remote environments, collaborate effectively with cross-functional teams, and continuously look for ways to streamline processes and boost service levels.…I am a detail-oriented customer service and technical support professional with 4+ years of remote experience across telecom, insurance, and healthcare-adjacent industries. I have a proven track record managing high-volume inbound/outbound communications, resolving escalated issues, maintaining accurate documentation, and ensuring regulatory compliance (HIPAA). I am proficient in Zendesk, Citrix, SAP, and the Microsoft Office Suite. I’m skilled at prioritizing multiple concurrent tasks, improving first-contact resolution, and delivering consistent client satisfaction under deadline-driven conditions. I thrive in fast-paced remote environments, collaborate effectively with cross-functional teams, and continuously look for ways to streamline processes and boost service levels.

Available to hire

I am a detail-oriented customer service and technical support professional with 4+ years of remote experience across telecom, insurance, and healthcare-adjacent industries. I have a proven track record managing high-volume inbound/outbound communications, resolving escalated issues, maintaining accurate documentation, and ensuring regulatory compliance (HIPAA). I am proficient in Zendesk, Citrix, SAP, and the Microsoft Office Suite.

I’m skilled at prioritizing multiple concurrent tasks, improving first-contact resolution, and delivering consistent client satisfaction under deadline-driven conditions. I thrive in fast-paced remote environments, collaborate effectively with cross-functional teams, and continuously look for ways to streamline processes and boost service levels.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Language

English

Fluent

Work Experience

Tier 1 Technical Support Representative at Transcom

September 1, 2024 - December 1, 2025

Conducted comprehensive diagnostic tests to identify root causes of reported hardware and software issues, reducing average call resolution time through structured troubleshooting and timely escalation. Resolved customer issues via phone and chat while maintaining clear, accurate documentation in Zendesk ticketing system and internal records, consistently meeting SLA targets. Managed multiple concurrent tickets, prioritizing by urgency to meet productivity targets and service-level expectations. Identified recurring issue trends and collaborated with teammates to develop long-term solutions, directly improving first-contact resolution rates.

Inbound Customer Specialist at MCI

March 1, 2022 - August 1, 2024

Handled high-volume inbound calls, building rapport to manage client relationships, resolve concerns, and foster long-term trust. Managed scheduling of deliveries and technician appointments while maintaining accurate call documentation and coordinating with operations teams.

DTS Operations Agent at MCI

March 1, 2022 - August 1, 2024

Ensured proper inventory management through order correction and precise record-keeping. Investigated and resolved delivery and routing exceptions, documenting resolutions to support on-time fulfillment.

Chat Specialist at MCI

March 1, 2022 - August 1, 2024

Resolved customer concerns through inbound chat support, documenting outcomes and next steps in the ticketing system and internal records with high accuracy. Scheduled delivery and technician appointments, coordinating with internal teams to ensure timely and efficient service.

Underwriting Assistant (Contract) at Mutual of Omaha

October 1, 2023 - December 31, 2023

Performed accurate data entry and maintained detailed records supporting underwriting workflows for a high-volume contract engagement. Conducted an average of 15 applicant interviews per day via inbound and outbound calls, gathering and verifying applicant information and resolving documentation exceptions prior to submission. Ensured compliance with regulatory requirements through diligent record-keeping and strict adherence to company policies. Reviewed policy documents for completeness and accuracy, reducing revisions and cancellations attributable to errors. Maintained professionalism in all client interactions and safeguarded sensitive information through secure documentation practices.

Health Aid at Help At Home

September 1, 2021 - April 1, 2022

Provided attentive, compassionate care to patients, assisting with activities of daily living including bathing, dressing, and grooming. Collected and recorded patient information, notifying nursing supervisors of changing or unusual conditions to support care decisions. Maintained strict confidentiality of patient information in accordance with HIPAA regulations. Screened patients for immediate needs and coordinated follow-up with nursing and supervisory staff when additional services were required.