Customer Service Technical Support
Resume:
Adia Arnold
Atlanta, Georgia 30350
Email: ************@*****.***
I am currently seeking a remote position, and attached my resume for your consideration. With a proven track record as a CRM Specialist at Progressive, coupled with my five years of experience in the field, I am confident in my ability to contribute effectively to your team.
During my tenure at Progressive, I developed key skills and strengths that include Customer Service, CRM,
Administrations, Claims Analysis, Collections, Sales, Insurance, Retention, and Technical Support.
My ability to solve problems efficiently, coupled with strong negotiating skills and a keen attention to detail, has enabled me to enhance customer satisfaction significantly. I am a self-motivated and goal-oriented professional, known among my peers as a dedicated team player with
exceptional interpersonal and organizational skills. These attributes, combined with my ability to communicate effectively, have been crucial in my success in the CRM domain. I am eager to bring my expertise in CRM systems, along with my personal strengths, to your company. I am looking forward to the opportunity to further discuss how I can contribute to your team.
Thank you for considering my application. I look forward to the possibility of discussing this exciting opportunity with you. You can reach me at your earliest convenience. Adia Arnold
CRM Specialist (Customer Relations)
Progressive –Remote
May 2023 to August 2024
● Verify claimants information and insurance coverage.
● Recommend type coverage based on customer needs.
● Explain how claims affect coverage.
● Developed comprehensive knowledge of products and services to effectively assist customers with their inquiries and provide accurate information.
● Trained new team members on best practices for handling difficult customers.
● Developed comprehensive knowledge base articles used by the entire support team as reference materials.
● Achieved monthly targets for call volume while maintaining high quality standards
● Conducted customer satisfaction surveys to gather feedback on overall experience and identify areas for improvement.
● Maintained accurate records of all customer interactions using CRM software.
● Assisted customers with account setup, troubleshooting, and billing inquiries
● Developed strong relationships with key customers, resulting in increased repeat business.
● Provided product knowledge and recommendations to customers, leading to an increase in upsells.
● Interact with customers via email, chat, or phone to address inquiries, resolve issues, and provide information about our products or services.
● Identify customer needs and concerns, and proactively find solutions to meet their requirements.
● Assist customers with technical issues or troubleshooting, guiding them through common problems.
● Educate customers on product features, benefits, and best practices.
● Investigating claims and determining the legitimacy by gathering evidence, and reviewing police reports.
● Negotiating settlements with claimants if they are found liable for damages.
● Analyze insurance claims to prevent fraud.
● Authorize payments.
Customer Retention Analyst
AT&T - Remote
February 2021 to January 2023
● Effortlessly handle a huge number of consumer calls whether inbound/outbound.
● Maintain and update consumer information as necessary.
● Answer consumers requests or inquiries concerning services and products and report problem areas.
● Utilize various systems and tools to initiate, assist, and service customers. Gathering information about customer complaints, and developing aggressive retention strategies based on consumers feedback.
● Make recommendations based on consumer needs, as well as negotiate with consumers to renew contracts and retain business.
● Monitored key performance indicators (KPIs) such as churn rate, adoption rate, usage metrics etc., proactively taking actions when necessary to improve outcomes.
● Acted as a trusted advisor to customers by staying up-to-date on industry trends and providing insights on how they can leverage emerging technologies or strategies in their businesses.
● Developed and implemented strategies to increase customer satisfaction and retention rates.
● Identified upsell/cross-sell opportunities within existing accounts, resulting in an increase in revenue by 26.6%.
● Achieved a customer retention rate of 90% through proactive engagement strategies such as personalized emails, phone calls, and quarterly business reviews.
● Provided product feedback from customers to the product development team for continuous improvement.
● Utilized CRM software to maintain accurate records of all interactions with customers.
● Collaborated with sales teams during the renewal process to ensure seamless transition between contract periods.
● Provided ongoing technical support to customers, troubleshooting issues and resolving them promptly to minimize downtime.
● Mentored new members of the customer success team, providing guidance on best practices for managing client relationships effectively. Customer Service Advocate
Concentrix – Remote
May 2019 to January 2021
● Generate and follow up on leads, schedule appointments, identify client needs, and market appropriate products.
● Close the sale with current prospective customers.
● Meet new business production goals and objectives.
● Provide customer support in a friendly, prompt, and accurate manner.
● Network and build business referral relationships.
● Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution.
● Built rapport with customers through active listening, empathy, and personalized interactions
● Assisted customers in navigating company websites, troubleshooting technical issues, and placing orders online.
● Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers.
● Maintained detailed records of all customer interactions in the CRM system for future reference and analysis.
● Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently.
● Assisted with order fulfillment processes such as tracking shipments or coordinating returns/exchanges when necessary.
● Recognized as a top performer within the department based on consistently high levels of customer satisfaction ratings.
● Managed escalated customer issues with professionalism and empathy, ensuring swift resolution while maintaining a positive brand image. Education
High school diploma
North Springs Charter High School
August 2014 to May 2018
Graduated with 3.0 GPA
References
Progressive Reference (Supervisor)
Robin Terrell- 770-***-****
AT&T Reference (Supervisor)
Jonathan Bell- (470) 522- 2892
Contact this candidate