Aaliyah Austin
Hartsville
Summary
Dedicated and customer-focused Customer Care Professional with 5+ years of experience delivering exceptional remote customer support through phone, email, and chat in fast-paced, high-volume environments. Passionate about helping people by building meaningful relationships, actively listening to understand their unique needs, and guiding them to the best solutions with empathy, integrity, and professionalism. Skilled in creating positive client experiences, achieving First Call Resolution, resolving complex customer inquiries, and providing accurate product and account information while maintaining quality and efficiency. Proficient in CRM systems, multitasking across multiple applications, and collaborating with cross-functional teams to ensure seamless service. Recognized for strong communication, customer advocacy, relationship building, quality assurance, and a commitment to continuous improvement.
Overview
6
6
years of professional experience
Work History
Customer Support Chat
CareCentrix
03.2023 - 03.2025
- Resolved customer inquiries through chat, achieving timely and accurate responses that improved customer experience.
- Managed high-volume chat interactions during peak hours while maintaining professionalism.
- Provided exceptional customer care by assisting with product selection and order processing.
- Addressed and resolved complex issues promptly, enhancing overall customer satisfaction.
- Handled escalated support cases with diplomacy, successfully defusing tense situations.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
Customer Experience Agent
Alorica
01.2020 - 03.2022
- Delivered exceptional customer support through phone, email, and live chat while maintaining a high level of professionalism and empathy.
- Resolved customer inquiries, billing concerns, account issues, and product questions with a focus on first-contact resolution.
- Managed high volume of inbound and outbound interactions, consistently achieving service level agreements (SLAs) and productivity goals.
- Documented customer interactions in CRM systems, ensuring complete and current account records to support service quality.
- Investigated customer concerns, identified root causes, and provided timely, effective solutions to improve satisfaction.
- Educated customers on products, services, account features, and company policies to enhance the overall customer experience.
- Collaborated with cross-functional teams to resolve complex issues, facilitating timely follow-up on customer requests.
- Escalated unresolved concerns to the appropriate department while maintaining ownership of the customer experience.
Patient Support Specialist
Centene
01.2019 - 01.2020
- Provided compassionate support to patients via phone, email, and secure messaging regarding healthcare services, treatment plans, and insurance benefits.
- Assisted patients with scheduling appointments, coordinating referrals, and navigating healthcare resources to ensure timely access to care.
- Verified insurance eligibility, benefits, prior authorizations, and patient demographics while maintaining HIPAA compliance.
- Coordinated communication between patients, providers, pharmacies, case managers, and insurance companies to resolve care-related issues.
- Processed prior authorization requests, referrals, and medical documentation accurately and within established turnaround times.
- Educated patients on medications, treatment options, healthcare programs, and available financial assistance resources.
- Documented all patient interactions accurately in electronic health records (EHR) and CRM systems.
- Managed high-volume inbound and outbound calls while consistently meeting productivity, quality, and customer satisfaction goals.
Education
High School Diploma -
Hartsville High School
Hartsville, SCSkills
- Customer Support
- Live Chat Support
- Email Support
- CRM Software
- CRM Systems
- Customer Service
- Inbound Calls
- Outbound Calls
- Troubleshooting
- Conflict Resolution
- Customer Satisfaction
- Account Management
- Quality Assurance
- Continuous Improvement
- Cross-functional collaboration
- Remote Customer Support
- Service agreements
- Customer journey
- Effective listening
- Communication
- Verbal communication
- Relationship Building
- Customer advocacy
- Multitasking
- Service Industry Knowledge
Timeline
Customer Support Chat
CareCentrix
03.2023 - 03.2025
Customer Experience Agent
Alorica
01.2020 - 03.2022
Patient Support Specialist
Centene
01.2019 - 01.2020
High School Diploma -
Hartsville High School