Open to opportunities

Mildred Ferguson

@mildredferguson

Message

Customer-focused Customer Experience Associate skilled in de-escalation and issue resolution.

United States

Message

What I'm looking for

I’m looking for a customer-focused role in a fast-paced contact center where I can resolve issues end-to-end, de-escalate challenges with empathy, collaborate across teams, and keep improving quality and productivity.

I’m a customer-focused Customer Experience Associate with experience delivering exceptional support across healthcare, retail, and high-volume contact center environments. I resolve customer concerns through inbound and outbound communications, explain processes clearly, and document interactions accurately across multiple systems.

I’m known for empathy, adaptability, and strong problem-solving—especially when de-escalating challenging situations. From healthcare member support and medical receptionist work to leading front-end customer service as a Head Cashier, I bring cross-functional collaboration, quality assurance, and HIPAA-focused professionalism to every interaction.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Associate

Current

Natera, Inc.

Jan 2023 - Present (3 years 6 months)

Provided high-volume customer support via inbound and outbound communications, resolving issues to meet productivity and quality goals. De-escalated difficult interactions, documented cases across multiple systems, and collaborated with internal teams to improve the customer experience.

Customer Service Call Center Operations Inbound Outbound Calls De escalation Documentation Cross Functional Collaboration

Head Cashier

Lowe's Home Improvement

Jan 2017 - Jan 2020 (3 years)

Managed front-end customer service operations and resolved escalated customer concerns. Trained and supported new cashiers and processed payments, returns, exchanges, and order pickups while coordinating cashier activities during high-volume periods.

Customer Service Cash Handling Payment Processing Returns Order Pickup Training Team Coordination High Volume

Customer Care Associate

Health Advocate

Jan 2022 - Present (4 years 6 months)

Assisted members with healthcare-related questions and service requests while maintaining professionalism and empathy. Resolved customer concerns, escalated complex issues to appropriate departments, and ensured timely follow-up with detailed documentation.

Customer Service Escalations Documentation Confidentiality Empathy

Medical Receptionist

Crozer Keystone Health System

Jan 2021 - Present (5 years 6 months)

Scheduled appointments, verified insurance, and answered customer inquiries while providing excellent service. Processed payments, maintained accurate customer records, and resolved registration and billing issues.

Scheduling Customer Service Insurance Verification Payment Processing Data Entry Documentation Billing Support