Arquashia Watkins
Belden,MS
Summary
Top-performing remote customer service professional with 10+ years of contact center experience supporting customers in fast-paced, metric-driven environments. Known for compassion, calm communication, documentation accuracy, high-volume call handling, multi-system navigation, and protecting confidential information.
with proven track record in delivering exceptional customer service in healthcare industry. Demonstrated ability to effectively manage patient inquiries and resolve issues promptly, contributing to high patient satisfaction. Displayed strong communication and problem-solving skills, ensuring seamless patient experiences and operational efficiency.
Healthcare professional known for high standards and impactful results. Background includes managing patient interactions, resolving complex inquiries, and enhancing overall patient satisfaction. Proven team collaborator with flexible approach to changing needs and commitment to achieving objectives. Skilled in communication, problem-solving, and adaptability.
Experienced with handling patient inquiries and providing support in healthcare setting. Utilizes strong communication skills and empathy to resolve issues and ensure patient satisfaction. Knowledge of healthcare protocols and procedures, contributing to efficient and effective service delivery.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Waste Managment
Tupelo, MS
03.2023 - Current
- Handle 50+ customer interactions daily in a fast-paced contact center environment while maintaining service quality, call control, and accuracy.
- Resolve customer and member inquiries with a documented 95% satisfaction rate by providing clear explanations, next steps, and timely follow-through.
- Deliver calm, respectful, and empathetic support during escalated or emotionally charged conversations, helping customers feel heard and supported.
- Document call details, account updates, trip-related information, outcomes, and follow-up actions in CRM systems with strong attention to confidentiality.
- Navigate multiple screens, tools, customer databases, and knowledge resources while speaking and typing in real time during live calls.
- Verify customer information, update records, and confirm details accurately to support proper case handling and service coordination.
- Use active listening and probing questions to identify the root cause of concerns and provide accurate solutions or escalation support.
- Maintain reliability in a remote environment by meeting schedule expectations, productivity goals, and quality standards.
- Adapt quickly to flexible business needs, including overnight-style support expectations, weekends, overtime, and changing call volume.
- Protect sensitive customer information while following documentation, authentication, and privacy procedures on every interaction.
- Partner with supervisors and support teams when additional research or escalation is required to complete customer requests.
- Consistently demonstrate professional phone etiquette, patience, empathy, and solution-focused communication in metric-driven operations.
Customer Support Representative
Nexa (Call Center)
Phoenix, AZ
07.2020 - 03.2023
- Assisted high volumes of customers with account questions, service concerns, verification updates, and issue resolution while following call flow standards.
- Entered detailed notes into customer databases to support accurate case history, continuity of service, and quality review expectations.
- Used empathy, active listening, and clear communication to de-escalate concerns and turn difficult interactions into positive service experiences.
- Gathered required information quickly and accurately to help customers receive the correct support, update, or escalation path.
- Collaborated with supervisors and internal support teams to resolve unresolved issues and ensure timely follow-through.
- Met performance goals related to schedule adherence, documentation quality, call resolution, and customer experience.
- Balanced efficiency with compassion while working through high call volume and time-sensitive customer needs.
- Used multiple systems simultaneously to research information, update records, and provide accurate guidance during calls.
- Maintained confidentiality when reviewing customer account details and documenting sensitive information.
- Built a reputation for dependable attendance, quick system navigation, and strong performance in metric-driven operations.
- Adapted to policy updates, new workflows, and changing customer needs while maintaining professional service delivery.
- Supported remote and structured call center operations with strong accountability and self-management.
Call Center Representative
Alorica
Phoenix
05.2018 - 07.2020
- Supported customers by phone with questions, basic troubleshooting, account concerns, and service guidance across high-volume queues.
- Maintained accurate records of customer interactions, service updates, and follow-up needs while protecting sensitive information.
- Balanced speed and accuracy when entering data, following scripts, and switching between multiple applications during live calls.
- Applied de-escalation techniques to remain calm, professional, and solution-focused during challenging customer interactions.
- Followed call center procedures, quality expectations, and documentation standards to support consistent customer experiences.
- Identified when issues required escalation and routed concerns to the appropriate support resource for resolution.
- Strengthened communication, customer service, multitasking, and problem-solving skills in a structured call center environment.
- Demonstrated reliability, attendance commitment, and willingness to support team goals during peak call periods.
- Provided accurate information using knowledge base resources and internal tools to support customer understanding.
- Built a strong foundation in customer care, confidentiality, and professional phone support.
Education
High School Diploma -
Houston High School
Houston, MS05.2015
Skills
- Emergency and non-emergency call handling
- Customer service and de-escalation
- Empathy and active listening
- High-volume call support
- Accurate call documentation
- CRM / database navigation
- Data confidentiality
- Multi-screen multitasking
- Member verification updates
- Troubleshooting and escalation
- Remote work discipline
- CRM systems
- Customer databases
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Knowledge base tools
- Remote desktop platforms
- Typing speed: 45 WPM
- HIPAA compliance
- Appointment scheduling
- Patient confidentiality
- Call center experience
- Claims processing
- Active listening
- Customer service
- Store maintenance
- Key holder experience
Languages
English
Native or Bilingual
Timeline
Customer Service Representative
Waste Managment
03.2023 - Current
Customer Support Representative
Nexa (Call Center)
07.2020 - 03.2023
Call Center Representative
Alorica
05.2018 - 07.2020
High School Diploma -
Houston High School
ADDITIONAL ALIGNMENT
- Customer service experience in remote and on-site contact center settings with strong focus on quality, empathy, and documentation.
- Strong oral and written communication with the ability to remain calm under pressure and support high-stress interactions.
- Experienced with CRM systems, customer databases, Microsoft Word, Excel, Outlook, and real-time multi-screen navigation.
- Prepared to meet remote role requirements and work overnight, weekend, overtime, holiday, or flexible hours as needed.
MODIVCARE ATS KEYWORD OPTIMIZATION
- Care Center Representative
- Remote Support
- Overnight Operations
- Member Support
- Customer Advocacy
- Non-Emergency Transportation
- Ride Assistance
- Trip Assistance
- CRM Documentation
- Customer Verification
- De-escalation
- Escalation Management
- First Call Resolution
- Call Center Operations
- Confidential Information
- Data Accuracy
- Microsoft Office
- Multi-Screen Multitasking
- Customer Satisfaction
- Service Coordination
ATS KEYWORDS
- Care Center Representative
- Remote Support
- Overnight Operations
- Member Support
- Trip Assistance
- Ride Assistance
- Non-Emergency Transportation
- Escalation Management
- First Call Resolution
- Customer Satisfaction
- CRM Documentation
- Call Center Operations
REMOTE READINESS
- Quiet dedicated workspace
- Independent productivity
- Professional phone presence
- Reliable remote performance
- Comfortable with flexible hours
TARGETED VALUE FOR MODIVCARE
- High-volume phone support
- Empathetic member care
- Real-time documentation
- CRM and database accuracy
- Overnight schedule readiness
- Confidential information handling
RECRUITER HIGHLIGHTS
- 50+ customer interactions daily
- 95% customer satisfaction
- Real-time CRM documentation
- Calm high-stress support
- Confidential records handling
- Strong schedule adherence
- Multi-screen navigation
ACHIEVEMENT METRICS DASHBOARD
- 50+ Interactions Daily
- 95% Satisfaction Rate
- 45 WPM Typing Speed
- 98% Documentation Focus
- Remote Work Ready
- Overnight Availability