Danielle Farmer
Phoenix
Summary
Results-driven customer service and technical support professional with over 25 years of experience in case management, technical troubleshooting, and high-volume call resolution. Skilled in authenticating identities, navigating complex systems, ensuring regulatory compliance (including HIPAA), and consistently achieving quality assurance metrics and high customer satisfaction scores. Proficient in Salesforce, Microsoft Office Suite, and multi-channel support (phone, email, apps). Adept at de-escalating issues, managing escalations, and delivering exceptional service in fast-paced remote environments.
Overview
8
8
years of professional experience
Work History
Foundational Services Representative
IMCS Vanguard
01.2022 - Current
- Authenticate caller identities and implement security protocols to protect client accounts and ensure regulatory compliance.
- Guide clients through mobile app and website navigation, troubleshooting access and functionality issues.
- Provide detailed transaction history, including purchases, deposits, and withdrawals, while maintaining strict confidentiality.
- Assist clients in opening brokerage and retirement accounts, processing documentation, and fulfilling statement/form requests.
- Update client personal and account information accurately and efficiently.
- Consistently meet or exceed key performance indicators (KPIs) for productivity, quality, and customer satisfaction.
Technical Customer Support Specialist V
SunPower Corporation
07.2022 - 09.2024
- Verified caller identities and account statuses while adhering to company security and privacy standards.
- Processed reimbursements, replacements, and warranty claims following established protocols.
- Achieved 100% compliance with quality assurance guidelines and productivity metrics.
- Supported members with website/app registration, navigation, and technical troubleshooting.
- Documented and routed escalated cases to appropriate departments for efficient resolution.
- Managed high-priority escalations involving both customer service and technical issues.
Member Advocate
Maxor Plus
09.2019 - 04.2020
- Ensured full compliance with HIPAA regulations while handling sensitive prescription and coverage inquiries.
- Processed inbound calls regarding prescription benefits, prior authorizations, and coverage determinations.
- Maintained accurate, detailed call documentation and records in CRM systems.
Customer Service Representative
Arizona Complete Health
09.2018 - 09.2019
- Resolved medical insurance and prescription-related inquiries for members and stakeholders.
- Managed enrollment, certification, and registration processes with high accuracy.
- Received, logged, and processed inbound faxes and documentation efficiently.
REMS Specialist (iPLEDGE Program)
RemX Temporary Staffing Services
03.2018 - 08.2018
- Verified caller identities and ensured adherence to REMS program requirements.
- Identified and reported potential adverse events and product complaints per regulatory guidelines.
Education
High School Equivalent -
01.2006
Skills
- Customer Service & Technical Support (25 years)
- Case Management & Escalation Handling
- CRM Proficiency (Salesforce)
- Microsoft Office Suite (Word, Excel, Outlook)
- HIPAA & Regulatory Compliance
- Problem-Solving & Conflict Resolution
- Multi-Channel Support (Phone, Email, App)
- Data Entry & Record Management
- Time Management & KPI Achievement
- Strong Interpersonal Communication
Timeline
Technical Customer Support Specialist V
SunPower Corporation
07.2022 - 09.2024
Foundational Services Representative
IMCS Vanguard
01.2022 - Current
Member Advocate
Maxor Plus
09.2019 - 04.2020
Customer Service Representative
Arizona Complete Health
09.2018 - 09.2019
REMS Specialist (iPLEDGE Program)
RemX Temporary Staffing Services
03.2018 - 08.2018