Morgan Langson
Biloxi,MS
Summary
Remote customer service professional with 10+ years of experience across healthcare, utilities, and tech support. Skilled in HIPAA compliance, Medicaid member education, benefits navigation, and de-escalation. Proven ability to handle high call volumes, resolve complex inquiries, and maintain accurate records in CRM systems. Strong track record managing sensitive situations including electrical emergencies, gas leaks, and technical issues while upholding service excellence.
Overview
12
12
years of professional experience
Work History
Member Service Advocate
Healthcare Support
Remote
05.2025 - 05.2026
- Assisted members with inquiries regarding healthcare benefits and services.
- Facilitated resolution of member issues through effective communication and problem-solving skills.
- Maintained accurate records of member interactions and service requests in database systems.
- Educated members on policy changes and updates to ensure understanding of benefits offered.
- Adapted quickly to changes in policies or procedures, ensuring seamless service continuity for members.
- Ensured compliance with privacy regulations while handling sensitive member information to protect confidentiality.
- Handled elevated call volumes to uphold service excellence and maintain customer satisfaction.
- Organized appointment scheduling and communicated essential doctor's office information, including location, contact details, and appointment requirements.
Customer Service Representative
Centerpoint Energy Inc
Remote
04.2022 - 05.2025
- Administered service requests through CRM software to facilitate prompt customer support.
- Addressed customer inquiries by employing effective communication and problem-solving techniques.
- Facilitated client appointment scheduling and delivered exceptional customer support to enhance client satisfaction.
- Resolved customer issues related to gas and electric services to enhance satisfaction and operational efficiency.
- Facilitated customer account engagement while advocating for homeowner and renter insurance plans.
- Handled emergency calls relating to gas leaks, electrical outages, fires, and low-hanging wires. Addressed urgent requests for gas leaks, electrical disruptions, fire hazards, and potential wire dangers. Responded to crisis calls for gas leaks, power failures, fire incidents, and wire obstruction threats.
- Utilized dual-monitor system to facilitate simultaneous task management and optimize operational effectiveness.
Tier 1 Technical Support Agent
Apple
Remote
03.2020 - 04.2022
- Provided technical support for hardware and software issues via chat.
- Diagnosed and resolved customer inquiries using Apple's proprietary systems and tools.
- Guided customers through troubleshooting steps to enhance product usability.
- Collaborated with team members to escalate complex technical issues efficiently.
- Minimized escalations by utilizing problem-solving skills to address complex technical issues.
- Escalated unresolved problems to Tier 2 Technical Support Agents when necessary, resulting in timely resolutions and satisfied customers.
- Conducted remote troubleshooting sessions using screen-sharing tools, effectively resolving issues without requiring onsite visits or additional resources.
- Generated reports to track performance and analyze trends.
- Coordinated walk-in appointments at Apple locations and compiled resources for technical support when issues could not be resolved.
- Analyzed device performance through diagnostics to ascertain software status and identify any necessary updates or problems.
Customer Service Representative
Winn Dixie Grocery Store
Biloxi, MS
10.2014 - 03.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled cash register duties, including customer checkout and precise grocery bagging, to maintain service quality.
- Oversaw self-checkout stations, providing immediate support to customers encountering technical problems.
- Executed restocking of returned items to optimize inventory levels and enhance customer satisfaction.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Education
High School Diploma -
Penn Foster High School
Biloxi, MS12.2015
Skills
- Data entry proficiency
- Complaint handling
- Call center experience
- Financial transactions
- Healthcare
- Problem-solving
- Multitasking
- Calm and professional under pressure
- Time management abilities
- Medical terminology
- Data entry
- Verbal and written communication
- Understanding customer needs
- Emergency response coordination
- Live chat representative
- Virtual work proficiency
Languages
English
Native or Bilingual
Timeline
Member Service Advocate
Healthcare Support
05.2025 - 05.2026
Customer Service Representative
Centerpoint Energy Inc
04.2022 - 05.2025
Tier 1 Technical Support Agent
Apple
03.2020 - 04.2022
Customer Service Representative
Winn Dixie Grocery Store
10.2014 - 03.2020
High School Diploma -
Penn Foster High School