Phoebe Marcus
@phoebemarcus
Remote customer service professional with 2+ years supporting U.S. clients via phone, email, and live chat.
NigeriaWhat I'm looking for
I’m a dedicated remote Customer Service Representative with 2+ years of experience supporting U.S.-based companies, delivering high-quality support across phone, email, and live chat. I’m skilled in resolving complex issues while maintaining strong customer rapport, and I track and escalate cases accurately in CRM systems like Salesforce and Zendesk.
In my roles, I handled high contact volumes (60–80+ per day), consistently exceeding performance targets for CSAT, First Response Time, and resolution goals. I also maintained a 98%+ customer satisfaction rating and improved average response time by 18% using structured email templates and priority tagging, while ensuring strict HIPAA compliance in medical records work.
Experience
Work history, roles, and key accomplishments
Customer Records Agent
Citizens Disability LLC
Aug 2025 - Feb 2026 (6 months)
Reviewed and requested medical records to support Social Security disability claims, coordinating with hospitals and clinics to obtain complete documentation. Ensured HIPAA compliance, verified claimant information, resolved missing/inconsistent records, and maintained organized electronic case files while meeting productivity targets.
Remote Customer Service Rep
UnitedHealth Group
Apr 2023 - Jul 2025 (2 years 3 months)
Handled 60–80+ inbound customer contacts daily via phone, email, and live chat, resolving billing, order, and technical inquiries with accuracy and empathy. Maintained 98%+ CSAT and improved average response time by 18% through structured email templates and priority tagging while updating and escalating cases in Salesforce.
Remote Sales Representative
Avant Tech
Jan 2022 - Mar 2023 (1 year 2 months)
Generated leads via high-volume outbound calling and follow-ups, conducting remote demos and presenting products to prospective customers. Managed leads and transactions in CRM for revenue forecasting and conversion tracking, consistently exceeding quarterly sales goals by 15–25% and increasing repeat purchases by 15%.
Education
Degrees, certifications, and relevant coursework
University of Benin
Bachelor’s Degree
2019 - 2023
Earned a Bachelor's degree at the University of Benin from 2019 to 2023.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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