Customer Service Representative
Resume:
Miami, FL *****
**************@*****.***
DAVID CARMICHAEL
PROFESSIONAL SUMMARY
Customer Service Representative with 4 years of experience in providing top-tier customer support and technical assistance. Proficient in Salesforce, Zendesk, Asana, and other CRM software, with a strong background in team leadership and data analysis. Demonstrated success in improving customer satisfaction and operational efficiency through effective problem-solving and strategic implementation of best practices.
SKILLS
CRM Software Technical Support Team Leadership Customer Service Sales & Support Data Analyst Call Center Operations (Remote) Service Delivery Optimization Schedule Coordination Communication Customer Retention Workflow Management Coaching Training & Mentoring Regulatory Compliance Staff Training Time Management Acttive Listener Proficient in Convoso, TLD, Asana, HubSpot, Zendesk, etc Process Optimization De-Escalation Techniques Strong Leadership Adaptive team player MS Office Schedule Management Empathy Deadline-oriented Customer Retention Conflict Management Customer Service Aptitude Workforce Management Continuous Improvement Issue Resolution Overnight Customer Service Adviser Benefit Adviser Google Suites Strong Development Planning Hiring Computer Analytics Computer Literacy Typing Skills (45 wpm) Data Entry System Implementation Clerical Support Critical Thinking Multi-tasking Management
Active Listening Medical Terminology Knowledge Problem Solving abilities 10-Key High Energy attitude Credit card payment processing Office equipment proficiency Data Analytics Remote Customer Service Representative
Microsoft Suite Microsoft Teams Intake Coordination Live inbound/outbound coordination Slack Healthcare Customer Service Terminology
System Navigation
EXPERIENCE
Adam Life Brokers, Plano, TX — Customer Service Representative MARCH, 2022 - PRESENT
● Contributed to team meetings and collaborated on strategies to improve service quality and operational efficiency
● Assisted with implementation of new CRM tools and systems, providing feedback and support for successful integration
● Managed customers inquiries and resolved issues through various CRM platforms, including Salesforce and Zendesk
● Use Microsoft Office Suite and Google workspace to create reports, manage schedules, and communicate with team members and customers
● Provided front-line technical support for customers experiencing issues with software products and services, achieving a 90% customer satisfaction rating.
Digital Media Solutions, Boca Raton, FL — Customer Service Representative
FEBRUARY 2023 - JULY 2024
● Led a team of 10+ customer service representatives, and overseeing daily operations, setting performance goals, and providing training on Salesforce and Zendesk
● Implemented new procedures and best practices, resulting in a 20% increase in first call resolution and a 15% improvement in customer satisfaction scores
● Utilizing Asana to manage team tasks, track project progress, and ensure timely completion of customer service initiatives
● Analyzed customer feedback and support metrics to identify trends, resolve issues, and develop strategies for continuous improvement
● Provide technical support for customers encountering issues with product and services, resolving 95% of technical issues on first contact. Wellcare, Trumbull, CT — Licensed Insurance Agent
JULY 2022 - OCTOBER 2023
● Researched complex underwriting issues and provided solutions for customers’ satisfaction.
● Performed routine follow-up calls assess customer satisfaction with products and services.
● Responded promptly to customer inquiries via phone calls or emails in a professional manner.
● Collaborated with internal teams such as Underwriting and Claims Adjusters to ensure accuracy.
● Advised clients on their insurance needs and coverage options based on individual requirements.
● Exceeded company sales goals and for new policies.
● Provided leadership and training for new agents regarding industry best practices and company policies.
● Calculated premiums and established payment methods, receiving customer payment and issuing receipts.
EDUCATION
Goliath Academy High School, Greenacres, FL — High School Diploma APRIL, 2021
CERTIFICATION
Salesforce Certified Administrator 03/12/2022
Zendesk Support Administrator 03/12/2022
Technical Support Fundamental 03/12/2022
Qualys Compliance Analyst 02/24/2021
REFERENCES
Available Upon Request
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