Carlisha Conklin
@carlishaconklin
Customer service professional improving CSAT through empathetic, tech-enabled support.
United StatesWhat I'm looking for
I’m a customer service professional with 6+ years of high-volume omnichannel support experience (phone & chat), consistently achieving 92–95%+ CSAT and ~85% first-contact PROFESSIONAL resolution. I’m at my best when I can combine empathy with efficiency to resolve concerns the first time.
In every role, I prioritize empathetic de-escalation, active listening, and managing multiple concurrent conversations without sacrificing quality. I’m proficient with Zendesk and CRM systems, and I use strong critical thinking to navigate complex customer needs and deliver accurate, timely answers.
I also focus on continuous improvement. I’ve contributed to a customer-centric knowledge base that reduced resolution time by 15%, and I developed chat templates that cut response time by 30%, helping teams serve customers faster while maintaining a high standard of care.
From patient scheduling and records support to technical assistance and troubleshooting, I bring an end-to-end customer mindset. I’m seeking opportunities where I can deliver exceptional customer experiences, strengthen customer operations through process enhancements, and keep raising the bar on resolution performance.
Experience
Work history, roles, and key accomplishments
Patient Access Specialist
Ensemble Health Partners
Jul 2025 - Present (10 months)
Scheduled and managed patient appointments for multiple specialists/departments, using EHR systems such as Epic. Maintained accurate patient records to support billing accuracy and compliance with HIPAA regulations.
Delivered high-volume technical support via phone and chat, maintaining over 95% customer satisfaction and an 85% first-contact resolution rate. Used active listening and empathetic communication to de-escalate customer concerns and enhance service quality.
Answered customer inquiries and provided accurate information about products and services, resolving complaints in a timely manner. Maintained a 95% customer satisfaction score and helped reduce query resolution time by 15% by contributing to a customer-centric knowledge base.
Handled high-volume customer support across phone and chat channels while maintaining CSAT above 92% and an 85% first-contact resolution rate. Applied active listening and empathetic de-escalation techniques to improve outcomes on challenging interactions.
Chat Support Representative
Penn National Gaming
Dec 2021 - Jan 2023 (1 year 1 month)
Provided customer inquiries support on product features, pricing plans, and orders via online chat or telephone. Developed and implemented chat response templates that reduced response time by 30% and assisted with website navigation and technical troubleshooting.
Processed incoming shipments of merchandise by recording quantities, types, and values. Stocked shelves with newly arrived products while tracking inventory accurately.
Provided timely customer service for inquiries about products and services, including ordering, billing, returns, exchanges, and technical support. Achieved an 85% first-call resolution rate and used survey feedback to help improve customer service.
Education
Degrees, certifications, and relevant coursework
Rasmussen University
Associate of Applied Science, Health Administration
Associate of Applied Science in Health Administration at Rasmussen University (Roanoke), with an Aug 2026 date indicated.
Southern New Hampshire University
Information Technology
Information Technology studies at Southern New Hampshire University (SNHU), with a Feb 2026 date indicated.
Columbia High School
High School Diploma, High School
High School Diploma from Columbia High School in Columbia, South Carolina.
Availability
Location
United StatesAuthorized to work in
Job categories
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