Customer Specialist

Angela Branch

******.*******@******.*** 984-***-**** Raleigh, NC

SUMMARY

Seeking Customer Service Specialist role with 17 years of experience. Expert in ensuring customer satisfaction, resolving technical issues, and managing complex customer inquiries. Proven track record in leading teams, improving service delivery, and handling sensitive information with discretion. WORK EXPERIENCE

J.A.W. Global Express Raleigh, NC

Courier Driver Jan 2021 - Present

• Ensure timely and secure delivery of various goods, including school technology, pharmaceuticals, and retail products, to diverse clients ranging from educational institutions to individual consumers.

• Maintain strict adherence to delivery schedules and protocols, while providing exceptional service to ensure customer satisfaction and repeat business.

CFI Raleigh, NC

Collections Specialist May 2018 - Apr 2021

• Provided comprehensive support to clients in understanding financial assistance programs, including loans and scholarships, ensuring clear communication and assistance throughout the application process.

• Troubleshot and resolved technical issues related to online application systems, enhancing user experience for students and parents.

• Managed and processed a variety of requests, facilitating the successful completion of FAFSA verifications. MyComputerCareer Raleigh, NC

Team Lead/Supervisor Nov 2013 - Mar 2018

• Oversaw the achievement of monthly admissions targets by establishing clear accountability measures and ensuring adherence to organizational values, policies, and procedures.

• Enhanced staff performance and compliance through the execution of comprehensive recruitment, training, coaching, and disciplinary programs.

• Delivered high-quality customer service, ensuring responsive support and positive interactions with prospective students, faculty, and staff.

Apple Incorporated Raleigh, NC

Senior Customer Care Representative Jul 2011 - Jul 2013

• Provided mentorship to junior staff and managed quality assurance of call center operations, policies, and procedures.

• Served as a key point of contact for law enforcement referrals and efficiently processed inbound customer inquiries and credit card orders.

State of North Carolina Raleigh, NC

Personnel Technician May 2004 - May 2009

• Managed comprehensive benefits packages, including enrollment and adjustments for health, dental, vision, FMLA, LOA, and STD for over 300 employees.

• Conducted salary administration, prepared official announcements, and facilitated hiring processes, from credential verification to new hire orientations and exit interviews.

• Administered employee recognition programs and ensured timely communication of policy updates to staff. EDUCATION

Wake Technical Community College

Certification in Strata Fundamentals

Raleigh, NC

2015

St Augustine's University

Bachelor's in Organizational Management

Raleigh, NC

May 2012

SKILLS

Excel • PowerPoint • Access • Inventory Management • OrgPlus • Understanding Policies • File Organizing • Applicant Tracking • Photoshop • SalesForce • SAP (10+ Years) • Team Lead • Shift Supervisor • Customer Service Representative

• Customer Service • Call Center • Section 8 • Technical Support • Payroll • Social Media Management • Social Media Marketing • Typing • Root Cause Analysis • Courier • Leadership • Utilization Management • Supervising Experience

• Managed Care • Microsoft Excel • Microsoft Word • Case Management • Process Improvement • Quality Assurance

• Employee Orientation • Microsoft Outlook • Account Management • CRM Software • English • Human Resources

• Epic • Management • Research • Benefits Administration • Training & Development • Data Entry • Documentation Review • Computer Literacy • Microsoft Office • Communication Skills • iOS • Delivery Driver Experience • Driving

• Basic Math • Windows • Shift Management • Medical Terminology • Clerical Experience • Order Entry • Time Management • HubSpot • Organizational Skills • Computer Skills • Employment & Labor Law • Front Desk • Outpatient • Hipaa • Insurance Verification • Administrative Experience • Office Experience • Accounting • Live Chat

• Customer Support • Project Management • Presentation Skills • Google Ads • Phone Etiquette • Sales Management

• Mac OS • Writing Skills • Public Health • Analysis Skills • Document Review • Math • Analytics • Scripting • Mobile Applications • Sales • Software Troubleshooting • Hospitality • Editing • Multi-Line Phone Systems • Communication

• Active Listening • Empathy • Conflict Resolution • Multitasking • Customer Relationship Management (CRM) Software • Problem-Solving • Technical Proficiency • Work from home

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