Open to opportunities

Jamie Thomas

@jamiethomas

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Customer Service Representative specializing in remote call-center support and empathetic resolutions.

United States

Message

What I'm looking for

I’m looking for a remote customer service role where I can resolve inquiries end-to-end using CRM tools, maintain strong first-contact resolution, and support customers with empathetic, HIPAA-compliant communication.

I’m a customer-focused remote service professional with 5+ years of inbound call center experience across healthcare and technology. I educate customers through complex selections, guide them confidently through benefit enrollment, and troubleshoot website or account access issues with clear, empathetic communication.

In my recent role, I handle 20–25 daily tax-software inquiries while maintaining a 98% first-call resolution rate. I also document every interaction in CRM systems and look for recurring pain points to update FAQs and support materials, helping reduce repeat calls.

Previously, I supported clients with service coordination and claims-related needs, improving appointment accuracy by 20% and maintaining 99% customer satisfaction while adhering to HIPAA. I’ve also mentored new hires, improved retention by 15%, and delivered consistently strong quality assurance through escalation management and timely resolutions.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Rep

Current

Intuit TurboTax / LiveOps

Jan 2024 - Present (2 years 4 months)

Educated customers on complex TurboTax software navigation, handling 20–25 daily inquiries and achieving a 98% first-call resolution rate. Troubleshot technical and account access issues and documented interactions in CRM systems to support timely follow-ups.

Technical Troubleshooting Account Access Salesforce Zendesk Customer Education Call Resolution

Customer Care Representative

Medical Transportation Management, Inc.

Oct 2022 - Dec 2023 (1 year 2 months)

Handled 100+ daily inbound calls coordinating medical transportation services and reduced appointment errors by 20%. Managed payment inquiries and claims processing while maintaining 99% customer satisfaction and strict HIPAA compliance.

HIPAA compliance Issue escalation Quality assurance Service Coordination Claims Processing Inbound Call Handling Payment Inquiry Resolution Quality Assurance Customer Satisfaction

Customer Service Rep/Dispatcher

Tech Service Today, LLC

Feb 2021 - May 2022 (1 year 3 months)

Supported 80+ field technicians daily by managing schedules and client communications, maintaining a 98% on-time service rate. Increased customer retention 15% and mentored new hires to improve team productivity and service quality.

Customer Service Dispatching Scheduling Client Communication Team Mentoring Retention Improvement On Time Performance Tracking Field Operations Support

Bankruptcy & Budgeting Counselor

DebtHelper.com

Aug 2018 - Dec 2020 (2 years 4 months)

Guided 500+ clients annually through personalized financial planning, improving debt resolution success by 18%. Facilitated budgeting and financial literacy workshops (4.8/5 avg rating) and developed training materials that reduced team ramp-up time by 30%.