Customer Service Specialist

Stormi Burton

Customer Service Specialist

Chicago, United States, 312-***-****, **************@*****.*** Professional summary

Customer Service Specialist with over 24 years of expertise in utilizing web-based applications like CRM, Salesforce, and AWS. Proficient in adapting to diverse industries including Financial, Technology, Healthcare, and Telecommunications. Demonstrated excellence in Customer Care, Research, Training, and Sales, aiming to leverage extensive experience for career advancement. Employment history

Recess/Aftercare Educator, Jan 2024

Right At School, Chicago

Caregiver, Dec 2022 - Dec 2023

Gap in Employment, Chicago

Financial Processing Associate, Aug 2022 - Nov 2022 Vanguard (Infinia Search), Remote

Support Analyst, Mar 2022 - Aug 2022

Cerner (Astra Works LLC), Remote

Logistics Coordinator, Jun 2021 - Nov 2021

Affinity Empowering (Medic Staffing), Remote

Develop weekly schedules for Recess/Aftercare programs, ensuring smooth operations and child engagement.

Supervise children and staff, maintaining a safe and supportive environment. Track attendance and participation, ensuring accurate records for program evaluation. Assist in creating and running activities, fostering a dynamic and enjoyable experience for children. Provided comprehensive care for grandmother with stage 4 cancer, ensuring comfort and support. Managed medication schedules and coordinated medical appointments, enhancing overall well-being. Monitored health status and communicated effectively with healthcare professionals for optimal care. Facilitated daily living activities for bedridden grandmother, ensuring dignity and comfort. Managed account records, processed transactions, and analyzed financial data, ensuring accuracy. Sent correspondence for incomplete documents, improving documentation compliance by 12%. Utilized analytical skills to identify discrepancies, reducing processing errors by 8%. Collaborated with team to streamline workflows, enhancing operational efficiency. Provided detailed financial reports, aiding in strategic decision-making. Investigated and resolved routine issues via phone, ticket, or electronic means, improving response time. Utilized troubleshooting tools and shadowed end users to identify and fix workflow issues. Tested internal and external workflows, ensuring seamless system operations. Documented workflow issues meticulously, ensuring accurate tracking and faster resolution times. Managed relationships with school, organizational personnel, labs, and couriers, ensuring seamless communication.

Coordinated planning and logistics for collection events, ordering and managing testing supplies. Oversaw inventory of test kits, equipment, and PPE, ensuring availability for collection events. Scheduled and tracked couriers, ensuring timely delivery of samples as per schedule. Maintained precise inventory counts, contributing to efficient resource management. Customer Service Representative, Oct 2020 - Jun 2021 Dovenmuehle (Robert Half), Remote

Customer Service Representative, Jun 2020 - Oct 2020 Pea Pod (Apex Systems), Remote

Health Concierge, Sep 2019 - Nov 2019

B swift (Randstad), Chicago

Entry Level Corporate Mailroom Associate, Jun 2019 - Sep 2019 IST Management Services Inc, Chicago

Event Specialist, Jun 2018 - Jun 2019

Advantage Sales and Marketing LLC, Chicago

Policyholders Customer Service Representative, Dec 2013 - Jun 2018 Combined Insurance, Chicago

Collector, Dec 2012 - Dec 2013

Leading Edge Recovery Solutions, Chicago

Handled complex customer inquiries on loan servicing, ensuring accurate and timely responses. Coordinated with various departments to address research requests, enhancing inter-departmental communication.

Created tasks for unresolved inquiries, improving efficiency in issue resolution. Resolved customer issues, leading to increased satisfaction and retention. Utilized problem-solving skills to manage difficult cases, contributing to a smoother workflow. Handled inbound customer inquiries, resolving issues and escalating when necessary, ensuring customer satisfaction.

Managed email, survey, and 'Contact Us' inquiries, providing timely and accurate responses. Collaborated with customers and stores to document and resolve problems, improving service efficiency. Accurately recorded contact information and problem details, aiding in effective problem resolution. Contributed to the problem review process by classifying and assessing severity, enhancing resolution accuracy.

Assist members with benefit plan enrollment queries, ensuring accurate and timely request processing. Document member interactions thoroughly, leading to improved service quality and member satisfaction. Resolve enrollment issues efficiently, contributing to seamless open enrollment periods. Collaborate with team to streamline processes, enhancing overall operational efficiency. Handled administrative tasks including typing, filing, and data entry, improving office workflow. Streamlined word processing tasks, contributing to enhanced office productivity. Executed efficient data entry practices, ensuring accuracy and timely completion of tasks. Boosted brand awareness and sales through engaging in-store demonstrations. Recommended products based on customer needs and interests, enhancing satisfaction. Managed setup, breakdown, and product preparation efficiently during events. Completed all reports, paperwork, and training promptly, ensuring seamless operations. Resolved policyholder issues, cutting process time by 18%, boosting customer satisfaction. Educated new policyholders on benefits and procedures, enabling informed decisions. Analyzed customer concerns to propose solutions, enhancing service efficiency. Trained new staff on policy database management, improving team efficiency. Identified key factors in claim denials, leading to a 10% decrease in repeat issues. Achieved high recovery rates through strategic outbound calling, enhancing overall collection efficiency. Developed effective payment plans by analyzing debtor profiles, leading to higher repayment rates. Ensured data integrity by closely monitoring account transactions, minimizing errors and discrepancies. Optimized recovery processes, increasing debtor compliance by 25% through targeted communication strategies.

Application Support Technician, Nov 2010 - Sep 2011 Enova International, Chicago

Sales and Service Representative, Feb 2004 - Sep 2009 AT&T, Chicago

Skills

Problem-solving, Leadership, Teamwork, Adaptability, Critical thinking, Communication, Time management, Customer Care, Training, Research, Program development, Web-based applications, Quality Assurance, Negotiation, Project Management, Sales, Customer Relationship Management, Conflict Resolution, Data Entry, Event Planning, Logistics, Process Improvement, Team Leadership. Education

Bachelor Degree in Communications, Aug 1996 - May 1999 Chicago State University, Chicago

Certifications

2024

2023

Gaps in Employment

Actively looking for Employment, Explanations of Gaps in Employment Assisted customers with loan applications, ensuring compliance and improving accuracy. Resolved customer issues via email and voicemail, enhancing satisfaction and reducing response times. Trained and mentored new hires, streamlining onboarding and boosting team cohesion. Developed comprehensive training materials, significantly improving new hire readiness. Streamlined loan application processes, resulting in measurable improvements in customer satisfaction. Resolved customer account issues, achieving high satisfaction and trust, boosting retention rates. Processed payments and clarified statements, ensuring accurate billing and reducing errors. Supported internet customers with billing disputes, enhancing service reliability and customer trust. Promoted products and services, driving sales growth and customer satisfaction. Trained new staff, ensuring adherence to company standards and service excellence. Foundations of Healthcare Management

Basics of Business Consulting

Diploma in Legal Studies

Legal Administration Assistant

Diploma in Human Resources

Introduction to Supervision

Achieving Excellence in Quality Assurance

Becoming a Customer Service Executive

Engaged in skill enhancement for sustained competitiveness Facilitated team-based skill enhancement workshops to ensure sustained market competitiveness. Actively seeking new opportunities to apply my passion for continuous learning and drive for excellence.

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