ROXANNE (INDIGO) CALDWELL-CARON

ROSWELL, GA ***** • 678-***-**** • adz5zr@r.postjobfree.com

https://www.linkedin.com/in/roxanne-caldwell-caron-00606797/ CUSTOMER SERVICE & OPERATIONS SPECIALIST – DELIVERING SERVICE EXCELLENCE STRONG CUSTOMER SERVICE EXPERIENCE – CUSTOMER ADVOCACY, COMMUNICATION, & SUPPORT PII Trained Assistance Sales, Support, & Service Representative Cross-Functional Team Collaboration Award-winning Customer Service and Client Engagement Specialist offering 20+ years of customer service excellence. Cross-functional qualifications in technical analysis, client relationship management, technical writing, billing support, and account management. Highly effective at responding to customer grievances via timely and efficient issue identification and mitigation. Served as an escalation stop for more complex and time-consuming customer-related matters. Demonstrated effectiveness in driving customer service and satisfaction through outstanding active listening and engagement and the ability to identify issues and communicate solutions. Demonstrated excellence in creating, developing, and executing strategic plans to improve services, enhance individual performance, and drive efficiency. Competent, engaged, and experienced in handling sensitive company information. Noted leadership skills include excellent communication, relationship-building, and influencing abilities. Advanced decision making, problem-solving, multi-tasking, organizational, and prioritization skills. Core areas of expertise include:

Client/Customer Relations Administrative/Clerical Assistance Customer Service Excellence Data Management/Reporting Diversity, Inclusion, & Cultural Awareness Quality Assurance/Control Writing/Editing/Proofreading Queue-Driven Call Center Mentoring, Training & Development Continuous Process Improvement Email/Telephone Etiquette Problem De-Escalation Editorial, & Secretarial Functions Telemarketing Data Entry Awards, Recognition, Milestones & Distinctions

Twenty Time ‘Champions of Excellence’ Recipient Two Time Recipient, ‘Comcast Star Performance’ Award Earthlink Quality Assurance Awards Earthlink Standards of Performance IDT Customer Service Award

‘Best Table Topics’, ‘Most Helpful Evaluator’ and ‘Best Speaker’ awards at Toastmasters Most Quality Assurance awards in 115+ person Customer Service/Saves team First of 115 Representatives to achieve 20+ Quality Assurance awards for scores of 100%+ Assisted 1M+ customers with Earthlink

Technical/Language Competencies

Technologies: Microsoft Office Suite (Word, Excel, Access, and PowerPoint), Typing: 100+ WPM ACSR, Lotus Notes, PeopleSoft Vantive, Remedy Ticketing and Timeline Tracking Systems, Siebel, XML, Salesforce Languages: Spanish (Speaking/Intermediate)

PROFESSIONAL EXPERIENCE

REMX FOR AMERICAN HONDA FINANCE CORPORATION (CONTRACT) Customer Service Support Research Specialist, May 2023 - August 2023

● Provided essential support to drive business operational efficiency, researching parking and toll violations for leased Honda vehicles to assure tickets are paid or refunds processed.

● Contacted police departments to confirm tickets.

● Assisted customer service with identifying violations, billing, sending letters to lessees, and through billing when appropriate. IDR STAFFING FOR MITSUBISHI ELECTRIC TRANE (CONTRACT) Care Advisor, August 2022 - October 2022

● Provided essential support to drive business operational efficiency, including assisting employees and consumers with locating parts, determining parts availability, and determining shipping times for existing orders.

● Assisted consumers by helping them make the appropriate unit selection to appropriately fulfill their air conditioning needs TRC STAFFING FOR ALIGHT (CONTRACT)

Benefits Consultant, September 2021 - May 2022

● Provided essential support to drive business operational efficiency, including assisting employees and associates with enrolling in their employer-provided insurance benefits

● Assisted employees in understanding their coverage and insurance benefits packages.

● Guided employees through setting up qualifying life events for changes in their insurance benefits. ROXANNE (INDIGO) CALDWELL Page 2

LEXISNEXIS RISK SOLUTIONS

Technical Writer, November 2018 - August 2021

● Leveraged excellence in research, written, and verbal communication to accurately document LexisNexis Risk Solutions products to resonate with technical and non-technical readers.

● After inheriting the data display requirements document covering all insurance products, worked diligently to update the document consistently for immediate use by internal and external customers. LEXISNEXIS RISK SOLUTIONS

Technical Analyst, August 2017 - November 2018

● Provided essential support to drive business operational efficiency, including assisting civilian drivers with locating and acquiring police reports and assisting police departments with migration to new products.

● Leveraged strong people management and communication skills to assist officers with account issues; escalated to senior-level professional when necessary.

● Played a critical role in assisting police agencies to continue uploading reports for civilian download without interruption during product migration, by contacting them via phone and email with appropriate officers and guiding them through the setup process and first sign-in.

LEXISNEXIS RISK SOLUTIONS

Technical Analyst, IyeTek, March 2015 - August 2017

● Aligned with organizational policies and procedures while assisting civilian drivers in locating and acquiring police reports while ensuring excellence in customer service.

● Maintained the highest personal levels of ethical conduct, confidentiality, and integrity while assisting police departments, PoliceReports.US, Coplogic and Command Center with account issues, passwords, and escalating where necessary. COMCAST

Customer Service Billing Specialist, November 2011 – August 2015

● Achieved successes and milestones that included 3+ ranking on performance scorecard and consistently earning high scores in Voice of the Customer Quality Surveys. Worked effortlessly to build rapport with customers.

● Exhibited excellent critical thinking, analytical, and organizational skills beneficial in handling customers with more complex and time-consuming issues.

● Managed a wide range of functions, including assisting with escalations, training and supporting continuous process improvement initiatives.

COMCAST

High-Speed Internet Customer Account Executive, May 2005 – November 2011

● Achieved recognition for going above and beyond to exceed customer expectations, including a promotion to the Tier 1.5 Team with additional responsibility and the MVP award in July 2005. Achieved MPA average of 4.00+.

● Utilized strong ability to problem-solve complex issues, achieve milestones and objectives, maintain operational excellence to resolve problems successfully, and address issues for High-Speed Internet and Cable customers regarding their connectivity, connection speed/use, or repair of products and services provided..

● Successfully managed and maintained existing responsibilities as a Customer Account Executive for billing and repair.

● Made significant contributions while serving as coordinator of the Champions of Excellence internal recognition program.

● Acted as a catalyst for purpose-driven initiatives that aligned with organizational mission. Selected for Nesting project as training assistant: Additional responsibilities included assisting newly trained account executives in learning the tools for their job; helping trainees maintain levels of quality meeting or exceeding company standard; disseminating new information to new account executives, taking escalations, maintaining attendance records, and other tasks.

● Dedicated to establishing and cultivating strong working relationships assisting the Escalations department with managing the volume of escalated customer issues. Ensured an open line of communication with Escalations and Dispatch teams, contacting customers with updates, rescheduling appointments appropriately.

● Strong dedication to going above-and-beyond to deliver results after selection as the first HSI Help Desk Representative for the Help Desk pilot.

EARLIER CAREER HISTORY

Customer Account Executive, Comcast

Dedicated Saves Representative, Earthlink/ Mindspring, Atlanta GA Broadband Customer Service Representative, Earthlink/ Mindspring, Atlanta GA Network Operations Center Analyst, America Online (AOL), Reston VA

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