Clarissa Thomas
BOSSIERCITY
Summary
Detail-oriented professional seeking a non-phone position where I can utilize strong written communication, problem-solving, and organizational skills to support customers and internal operations. Experienced in handling inquiries through email, chat, and ticketing systems while maintaining accuracy, efficiency, and a high level of customer satisfaction. Adept at multitasking, data entry, and working independently in fast-paced environments. Committed to delivering quality results, meeting deadlines, and contributing to overall team success without reliance on phone-based communication.
Overview
4
4
years of professional experience
2015
2015
years of post-secondary education
Work History
Member Solutions Specialist
Humana
04.2025 - 03.2026
- Respond to member inquiries via email, chat, and support tickets in a timely manner
- Research and resolve account issues, billing concerns, and service-related questions
- Document all interactions accurately in the system
- Review and process account updates, requests, and transactions
- Collaborate with internal departments to resolve complex member concerns
- Maintain confidentiality and comply with company policies and regulations
- Meet productivity, quality, and turnaround time standards
Customer Service Analyst
Cigna
10.2022 - 09.2024
- Analyze customer interactions, complaints, and service requests to identify trends and root causes
- Review and resolve escalated cases through email or ticketing systems (no phone interaction)
- Monitor performance metrics such as response times, resolution rates, and customer satisfaction
- Generate reports and dashboards to support leadership decision-making
- Audit customer accounts, transactions, and service records for accuracy and compliance
- Collaborate with internal teams (operations, billing, IT) to improve processes and resolve recurring issues
- Recommend process improvements based on data insights
- Maintain detailed documentation of findings and resolutions
Customer Service Representative/IT Technical Support Specialist
Paramount Staffing
05.2022 - 10.2022
- Respond to customer inquiries via chat, email, and ticketing systems in a timely manner
- Troubleshoot basic to intermediate technical issues (login errors, connectivity problems, software navigation, etc.)
- Guide customers through step-by-step solutions using clear written instructions
- Document all customer interactions, technical issues, and resolutions accurately
- Escalate complex technical problems to higher-level IT support when necessary
- Monitor and manage support queues to meet service level agreements (SLAs)
- Assist with account updates, password resets, and system access issues
- Collaborate with IT and product teams to report bugs and improve system performance
- Maintain knowledge of systems, tools, and troubleshooting processes
Education
Airline High School
BOSSIERCITY, LASkills
- Member inquiry resolution
- Account issue resolution
- Customer relationship management
- Documentation accuracy
- Data analysis
- Analytical skills
- Data management
Timeline
Member Solutions Specialist
Humana
04.2025 - 03.2026
Customer Service Analyst
Cigna
10.2022 - 09.2024
Customer Service Representative/IT Technical Support Specialist
Paramount Staffing
05.2022 - 10.2022
Airline High School