Courtney Weaver
Suffolk
Summary
Customer Service Professional with 6+ years of experience delivering high-quality support in fast-paced, high-volume environments, with a focus on healthcare services. Skilled in HIPAA-compliant communication, EMR documentation, and multichannel support via email, and digital platforms. Recognized as a Top 5 agent for exceeding productivity and quality metrics while maintaining empathetic, patient-centered service.
Overview
9
9
years of professional experience
Work History
Healthcare Customer Service Representative
TTEC
03.2025 - Current
- Provided multichannel customer support through EMR systems, email, and internal communication platforms including Zendesk, Microsoft Teams, and Slack while maintaining HIPAA compliance and data privacy standards.
- Maintained quality assurance scores above company goals for six consecutive months while consistently delivering accurate documentation and task completion.
- Exceeded required contacts-per-hour productivity metrics for 12 consecutive months in a high-volume customer service environment.
- Demonstrated strong patient empathy, active listening, and de-escalation techniques to resolve complex or sensitive customer concerns effectively.
- Accurately documented interactions, updates, and case notes within EMR and internal systems to ensure compliance, continuity of care, and operational efficiency.
- Quickly adapted to new processes, workflows, and customer support tools while maintaining high performance and productivity standards.
Retail Keyholder
GameStop
11.2023 - 12.2024
- Delivered exceptional customer service while resolving customer concerns, processing purchases and returns, and creating positive in-store experiences that supported customer loyalty.
- Served as a keyholder responsible for supporting daily store operations, including opening and closing procedures, cash handling, and ensuring compliance with company policies and operational standards.
- Assisted store leadership in maintaining sales performance by consistently meeting or exceeding company quotas and promoting products through strong product knowledge and customer engagement.
- Demonstrated leadership by modeling strong customer service behaviors, assisting team members when needed, and helping maintain a productive and customer-focused work environment.
- Maintained accurate inventory organization and store presentation while balancing multiple priorities in a fast-paced retail setting.
Cashier
Joe's Kwik Mart
11.2020 - 10.2021
- Delivered high-quality customer service by greeting customers, identifying needs, and resolving questions promptly to create a positive and efficient shopping experience.
- Supported daily store operations by restocking merchandise, maintaining organized displays, and ensuring the sales floor met company presentation standards.
- Demonstrated reliability and flexibility by working varied schedules and additional shifts to support business demands and maintain smooth store operations.
- Accurately processed high-volume cash, check, and credit card transactions while maintaining strong attention to detail and cash-handling accuracy.
Cashier
Millers
05.2020 - 09.2020
- Delivered exceptional customer service by assisting customers with product selection and maintaining strong product knowledge tailored to the store’s customer base.
- Resolved customer questions, concerns, and complaints in a professional, calm, and solutions-focused manner, helping maintain a positive shopping experience and customer satisfaction.
- Managed accurate cash handling and prepared daily cash reconciliation reports to support financial accuracy and store accountability.
- Demonstrated leadership by maintaining a professional and customer-focused environment, modeling effective communication and problem-solving skills for team members.
- Maintained strong attention to detail and accountability when handling financial transactions, documentation, and end-of-day reporting processes.
Shift Lead/Hairstylist
Hair Cuttery
10.2016 - 11.2019
- Supervised daily shift operations, ensuring smooth workflow, excellent customer service, and adherence to company policies and operational standards.
- Coordinated and managed customer appointment scheduling, adjusting time slots to accommodate demand and maximize service efficiency.
- Monitored inventory levels, conducted product counts, and placed product orders to maintain adequate stock and support sales goals.
- Tracked and documented product sales performance and completed required reporting to support store revenue targets.
- Educated clients on hair care products and services, increasing customer satisfaction and contributing to retail product sales.
- Managed opening and closing cash procedures, including cash counts and reconciliation, ensuring financial accuracy and accountability.
- Maintained organized workstations and sales displays to enhance the customer experience and promote product visibility.
Education
Certificate - Medical Billing And Coding
DeVry University
Illinois City, IL05-2026
High School Diploma -
Middleburg High School
Middleburg05-2015
Skills
- HIPAA Compliance & Privacy Standards
- Patient Support
- Customer Service Excellence
- Electronic Medical Records Documentation (EMR)
- Multichannel Support (Email, EMR)
- Documentation Accuracy
- Conflict Resolution & De-Escalation
- Process Adaptation & Team Collaboration
- Patient and Member Support
- Process Adaptation & Team Collaboration
Accomplishments
- Maintained QA scores above company goals for 6+ months consecutively.
- Surpassed contacts-per-hour productivity metrics for 12 months consecutively.
- Selected to support team performance by providing peer-to-peer coaching and shadowing for representatives with QA improvement opportunities, emphasizing empathetic patient engagement and a holistic approach to reviewing patient accounts to drive effective issue resolution and de-escalation.
- Selected to provide non-live floor support by assisting team members with complex inquiries, guiding them to appropriate resources, and coaching on patient communication strategies to promote confident problem-solving and high-quality service.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Healthcare Customer Service Representative
TTEC
03.2025 - Current
Retail Keyholder
GameStop
11.2023 - 12.2024
Cashier
Joe's Kwik Mart
11.2020 - 10.2021
Cashier
Millers
05.2020 - 09.2020
Shift Lead/Hairstylist
Hair Cuttery
10.2016 - 11.2019
Certificate - Medical Billing And Coding
DeVry University
High School Diploma -
Middleburg High School