Open to opportunities

Courtney Thompson

@courtneythompson

Message

I am a customer service representative with 2+ years in technical support and data-driven process improvement.

United States

Message

What I'm looking for

I’m seeking a remote or hybrid customer service role where I can apply technical support, data analysis, and process-improvement skills to boost satisfaction and exceed performance metrics in a collaborative, empathetic team.

I am a customer service professional with experience across call centers and remote technical support, including roles at Conduent, Maximus, Taskus, Quick MD, and Cigna. I excel at resolving inquiries, reducing call handling time through process enhancements, and exceeding performance metrics.

I use data analysis and active listening to identify recurring issues and inform continuous improvement while maintaining empathy and high customer satisfaction. I seek opportunities to apply my scheduling, data entry, and quality assurance skills in a collaborative team focused on efficient, patient-centered service.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Cigna

Jan 2025 - Present (1 year 5 months)

Educates members on preventive care options and schedules mammogram appointments via outbound and inbound calls. Conducts case research across multiple systems, handles 50-80 calls daily, and meets scheduling and confirmation metrics.

Member Education Scheduling Outbound Calling Multitasking Data Entry Performance Metrics

Call Center Representative

Conduent

May 2024 - Nov 2024 (6 months)

Addressed customer inquiries with empathy and efficiency, and developed process enhancements that reduced average call handling time while improving quality. Performed call-pattern analysis and data entry to inform continuous improvement.

Customer Support Quality Assurance Data Analysis Process Improvement Remote Support Active Listening Data Entry

Customer Service Representative

Maximus

Dec 2022 - Jan 2024 (1 year 1 month)

Handled incoming customer inquiries and escalations, consistently exceeding key performance indicators and contributing to improved customer retention. Maintained accurate data entry to ensure high-quality support.

Customer Service Escalation Management Data Entry Remote Support Troubleshooting Multitasking Documentation

Medical Scheduler

Quick MD

Dec 2021 - Jan 2024 (2 years 1 month)

Coordinated patient scheduling and benefits confirmation, managed cancellations and no-shows with timely follow-ups to optimize clinic availability. Maintained accurate patient schedules and performed order receipt and data entry tasks.

Scheduling Patient Coordination Data Entry Appointment Management Timely Follow Ups

Technical Support Representative

TaskUs

Jan 2022 - Aug 2022 (7 months)

Resolved complex technical issues via email and chat, ensuring end-user satisfaction and continuity of service. Analyzed problem patterns to develop and implement effective solutions.

Technical Support Troubleshooting Email Support Chat Support Problem Analysis Remote Support