Customer Relations Specialist
Resume:
Customer Relations Specialist with **+ years of experience leading teams and
managing communications. Expert in social media management, graphic design, and strategic communication, with a proven track record of enhancing customer satisfaction through innovative and personalized service. Demonstrates exceptional creative thinking and administrative management, fostering a culture of connection and empowerment within communities. WORK EXPERIENCE
Member Support Specialist 1, GUILD
EDUCATION
Jul 2022 - Present
Remote
COVID Vaccination Customer Service
Associate, NAVIENT/XTEND
HEALTHCARE
Aug 2021 - May 2022
Remote
Unemployment Benefits Lead
Representative, NEW JERSEY
DEPARTMENT OF LABOR AND
WORKFORCE
Feb 2017 - Apr 2021
Trenton, NJ
Address learner inquiries on benefits, policies, programs, and tech issues via cases(email), phone, or chat.
Meet service level standards for response time, satisfaction, and compliance for employer partners
Identify, prioritize, and escalate unique learner issues promptly for continued support Implement existing processes, best practices, and success measurements effectively Assist in employer and academic launches while maintaining partnership standards Managed COVID-19 vaccination registration and scheduling, ensuring accurate data entry and confidentiality.
Provided empathetic support and reliable information, addressing consumer concerns effectively.
Collaborated with team and supervisors to enhance outbreak control and decision-making processes.
Adapted swiftly to new protocols and information, maintaining up-to-date knowledge for optimal service.
Contributed to public health efforts by connecting consumers with additional resources and helplines.
Managed high-volume calls and customer unemployment insurance claims, escalating complex cases for specialized assistance.
Scheduled department meetings and unemployment appeal hearings, optimizing team coordination.
Streamlined unemployment claims process, reducing case resolution time and improving client satisfaction through data-driven decision-making. Led special project initiatives, consistently delivering high-quality outcomes. Developed strategies to reduce claim backlogs and improve overall department performance.
Provided crucial support to front office staff, enhancing team productivity. Mentored new hires on unemployment insurance policies and customer service best practices. Maintained accurate records in Salesforce CRM, ensuring data integrity. Audited files to identify and rectify discrepancies, improving information accessibility. DavaLynn
Thomas-Patton
Customer Relations
Specialist
Hamilton, New Jersey, 08619
**************@*****.***
AREAS OF
EXPERTISE
Live Chat Support
Call center procedures
Order processing
Multi-line telephone
operations
Time Management
Creative Thinking
Clerical Support
Administrative
Management
Microsoft Office (Excel,
Word, Outlook, Teams)
Salesforce, Zendesk,
Google Sheets & Guru
CRM Experience
Conflict Resolution
Social Media
Management
Leadership & Teamwork
Resilience
Computer Literacy
Website Building &
Graphic Design
WORK EXPERIENCE
Senior Insurance Claims and Policy Processing Clerk, NJM INSURANCE GROUP
May 2011 - Aug 2016
Ewing, NJ
EDUCATION
EMPIRE BEAUTY SCHOOL, Bordentown, NJ Aug 2007 - Aug 2007 Beauty School Graduate
Emily Fisher Charter School of Advanced Studies, Trenton, NJ
Aug 2006 - Aug 2006
High School Diploma
Volunteer & Personal Skills
Communications & Creative Director
WORD ALIVE CENTER
• Lead, develop, and empower a small team of established volunteers. Photographer and Owner
RD Patton Group LLC
Processed complex insurance claims and expedited settlements, enhancing operational efficiency. Verified personal data and policy information, ensuring accuracy and compliance. Resolved high-volume customer inquiries, improving client retention rates. Supported adjusters in complex claims, facilitating swift resolution. Streamlined data entry, reducing processing time and errors. Hair treatment, chemical and sanitation training
Provided the full scope of cosmetic services including makeup, hair styling, nail care, skin care, and waxing in a welcoming, non- judgmental environment.
Proficient in social media management
Responsible for providing oversight, direction, and vision for all Communications Ministry areas, including Marketing, Social Media, Website, Photography and Graphic Design, ensuring efficient management and fostering a culture of connection and empowerment within the community.
Manage social media platforms and create engaging content as well as develop and implement communication strategies and compelling graphics for the church (website, newsletters, bulletins, church events and programs.) Required to work independently on various projects that may contain confidential information on the role of the Non-Profit Organization in the relation to the community it serves. Implemented innovative charity initiatives, driving measurable community impact and reinforcing the organization's mission- driven focus.
Utilize strong project management skills to prioritize workflows, maintain campaign timelines, and ensure flawless execution. Manage all aspects of photography business
Expertise in portrait, event, and commercial photography and skilled in editing raw images in Photoshop as well as use of basic photo editing software such as Adobe Lightroom & Photoshop. Fostered strong client relationships through personalized service, resulting in a loyal customer base and consistent referrals. Direct customer service by means of internet, mail, phone, and face to face contact.
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