BM

Open to opportunities

Bailee Morgan

@baileemorgan

I’m a customer and technical support professional focused on rapid, high-quality resolution.

What I'm looking for

I’m looking for a role where I can own high-volume customer interactions end to end—using CRM, knowledge bases, and strong communication—to resolve issues quickly, meet satisfaction goals, and collaborate across teams to improve outcomes.

I bring 5+ years of experience managing high-volume inbound requests across phone, email, and chat, with a focus on customer satisfaction and ownership. I troubleshoot complex issues, document interactions accurately in CRM systems, and aim for consistent high one-call resolution.

In my current role as a Remote Customer Support Representative, I assist customers with account management, billing questions, and service inquiries using CRM software. I troubleshoot and resolve concerns through internal resources and knowledge bases while maintaining quality and productivity standards, and I collaborate with internal teams to ensure timely issue resolution.

Previously, as a Technical Support Representative, I delivered phone/chat/email troubleshooting for software and account-related issues, guided users through technical solutions, and escalated complex problems to specialized teams. Earlier experience as a Youth Support Specialist strengthened my communication and risk-aware judgment, including trauma-informed care and HIPPA-compliant documentation.

Experience

Work history, roles, and key accomplishments

AS

Current

Remote Customer Support Representative

Current

ABC Healthcare Services

Jun 2024 - Present (2 years 1 month)

Provide high-volume customer support via phone, email, and chat for account management, billing, and service inquiries. Document interactions in CRM, troubleshoot using internal resources/knowledge bases, and collaborate with internal teams to resolve issues end to end.

Customer Service Active Listening Phone Support Email Support Chat Support CRM Software Knowledge Base Account Management Billing Support Technical Troubleshooting Customer Satisfaction Documentation Time Management Multitasking Collaboration

TS

Technical Support Representative

TechConnect Solutions

Apr 2022 - May 2024 (2 years 1 month)

Handled high-volume technical troubleshooting for software and account-related issues through phone, email, and chat. Created support tickets, maintained accurate records, and escalated complex issues to specialized teams when needed.

Technical Troubleshooting Phone Support Email Support Chat Support Customer Support Escalation Management Documentation CRM Software Time Management Customer Service

CH

Customer Service Representative

CVS Health

Aug 2021 - Mar 2022 (7 months)

Provided inbound customer support to members for benefits, prescriptions, billing, and account services. Assisted with online portal navigation and account access issues, documenting interactions in CRM/internal systems and resolving concerns per company policies.

Customer Service Phone Support Benefits Support Prescription Support Billing Support Account Services Account Access CRM Software Documentation Confidentiality Data Entry

YC

Youth Support Specialist

Youth Opportunity Center

May 2019 - Aug 2021 (2 years 3 months)

Supported youth in crisis scenarios through crisis assistance, mentoring/role modeling, and trust building with healthy communication. Conducted risk assessment for mental health crises with incident reporting and practiced trauma-informed care while remaining HIPAA compliant.

Crisis Support Mentoring Trust Risk Assessment Mental Health Crises Incident Reports Trauma Informed Care HIPAA compliance

Education

Degrees, certifications, and relevant coursework

DS

Delta High School

High School Diploma

Earned a High School Diploma from Delta High School in 2020.

Tech stack

Software and tools used professionally

Gmail

Remote

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