Open to opportunities

Faith Walcott

@faithwalcott

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Remote operations and customer support specialist focused on accuracy and throughput.

United States

Message

What I'm looking for

I am seeking remote roles in operations or support that value documentation hygiene, cross-functional coordination, and measurable SLAs while offering growth and reliable remote collaboration.

I am a remote operations and customer support specialist with extensive experience managing high-volume ticket queues, order ops, and documentation hygiene across multiple CRMs and OMS tools. I balance speed and quality while maintaining audit-ready notes and strong CSAT metrics.

My background includes customer service roles at Centene and UnitedHealth Group where I handled eligibility verification, order placement, escalations, and cross-functional handoffs while protecting SLA and AHT targets. I have hands-on experience with Avaya, Salesforce, Genesys, Express Scripts, and related healthcare and billing systems.

I have supported private families as a caregiver and worked gig roles that reinforced on-time fulfillment, substitutions, and five-star service. I bring meticulous attention to content/record hygiene, CSV and bulk upload experience, taxonomy and SKU handling, and QA sampling practices to ensure data accuracy.

I seek remote roles in order ops, catalog/content ops, data operations, fraud/KYC, or writing/coordination where I can apply strong documentation practices, cross-functional coordination, and a commitment to reliable, auditable workflows.

Experience

Work history, roles, and key accomplishments

Current

Independent Contractor

Current

Family & Private Caregiving

Feb 2024 - Present (1 year 8 months)

Provided childcare and elder support including Alzheimer’s routines, safety checks, and medication reminders while maintaining schedules, coordinating transport, and documenting routines for handoff. Ensured continuity of care through detailed records.

Caregiving Scheduling Documentation Empathy Time Management

Customer Service Representative II

Centene

Jan 2023 - Feb 2024 (1 year 1 month)

Maintained clean CRM queue hygiene and documentation while verifying eligibility, placing orders, and resolving escalations to meet SLAs and protect CSAT. Flagged processing inaccuracies and coordinated cross-functional handoffs to ensure audit-ready records.

CRM Queue Management Order Placement SLA CSAT

CSR / Administrative Assistant

UnitedHealth Group

Jul 2022 - Jan 2023 (6 months)

Handled high-volume ticket queues with complete documentation and timely ticket closure while maintaining CSAT and meeting SLA/AHT expectations. Provided order placement and status support with reproducible handoffs for downstream teams.

Ticketing CSAT CRM

Courier

Instacart

Feb 2020 - May 2021 (1 year 3 months)

Routed and delivered orders on time, handled substitutions, and maintained a 5-star customer satisfaction rating through reliable fulfillment and communication. Managed order accuracy under time constraints.

order fulfillment Routing Customer Satisfaction Substitutions Handling Communication Time Management Problem Solving

Sales Associate/Cashier

Wild By Nature

Oct 2019 - May 2020 (7 months)

Operated POS, assisted guests, maintained merchandising and stocking to help achieve daily sales targets and provide excellent customer service. Supported store operations under retail pace.

POS Customer Service Stocking Merchandising Sales Support Inventory Communication

Charity Worker

Family Business

Jul 2007 - Aug 2016 (9 years 1 month)

Coordinated community service and fundraising events, engaging multiple stakeholders and delivering programs under pressure to support local initiatives. Managed logistics and stakeholder communication.