Customer Service Specialist
Resume:
English
French
Communication and Interpersonal
Skills: Strong communication skills,
exceptional interpersonal abilities,
empathetic and patient, customer-
focused mindset.
Problem-Solving and Analytical Skills:
Excellent problem-solving abilities,
conflict resolution expertise,
advanced negotiation tactics,
attention to detail.
Technical Skills: Proficient in CRM
systems, FinTech tools, Microsoft
Office Suite (Word, Excel, PowerPoint,
Outlook).
Management Skills: Team leadership,
staff training, performance
management, time management.
Compliance: Expertise in FCRA and
credit reporting laws; strict adherence
to legal and ethical standards.
Research and Analysis: Proficient in
credit reporting laws, regulations, and
data analysis.
BSC COMPUTER SCIENCE AND HEALTH
ADMINISTRATION
UNIVERSITY OF BUEA
2012-2015
***********@*****.***
4301 grand avenue, Austin, TX
Dedicated and results-driven Customer Support Specialist with over five years of experience at INFINITY HEALTHCARE SOLUTIONS, LLC. Proven track record in managing high volumes of inbound and outbound calls, resolving complex customer issues, and utilizing CRM software to enhance service delivery. Exceptional communication skills, strong problem-solving abilities, and a commitment to improving customer satisfaction and retention. Avesis 12/2019- 03/2022
Managed High Volume of Inbound Calls: Handled 80+ daily customer inquiries, achieving a 98% first-call resolution rate.
Issue Resolution: Resolved complex customer complaints, reducing resolution time by 30% and improving satisfaction scores by 15%.
CRM Utilization: Utilized Salesforce and Zendesk to track interactions, streamline processes, and enhance service delivery.
Cross-functional Collaboration: Worked with sales, technical support, and billing teams to resolve issues, contributing to a 20% increase in customer retention. Customer Feedback Implementation: Conducted follow-up calls and surveys, implementing feedback to improve service quality and reduce repeat inquiries by 10%. Documentation: Maintained detailed records of customer interactions and resolutions, supporting continuous improvement efforts.
Proactive Support: Provided proactive solutions, leading to a 10% reduction in repeat inquiries.
Key Achievements:
Customer Satisfaction: Boosted overall satisfaction rate to 98% through dedicated support and effective communication.
Operational Efficiency: Improved efficiency by 25% with new workflows and automation tools. Revenue Impact: Increased upselling and cross-selling success by 15%, contributing to revenue growth.
ACURA HEALTH (French & English) 04/2022- 11/2024
Managed Inbound Calls: Efficiently handled an average of 80+ inbound customer inquiries daily, achieving a 98% first-call resolution rate. Issue Resolution: Resolved customer complaints and escalations swiftly, reducing average resolution time by 30% and improving customer satisfaction scores by 15%. Utilized CRM Systems: Leveraged CRM software (Salesforce, Zendesk) to track customer interactions, streamline processes, and enhance service delivery. Cross-functional Collaboration: Collaborated with sales, technical support, and billing departments to resolve complex issues, contributing to a 20% increase in customer retention. Customer Feedback: Conducted follow-up calls and surveys to gather customer feedback, implementing improvements that enhanced service quality. Documentation: Accurately documented all customer interactions and resolutions, maintaining detailed records to support continuous improvement initiatives. Proactive Support: Provided proactive support and solutions, leading to a 10% reduction in repeat inquiries.
Key Achievements:
Customer Satisfaction: Boosted overall customer satisfaction rate to 98% through dedicated support and effective communication.
Efficiency Improvement: Improved operational efficiency by 25% through the implementation of new workflows and automation tools.
Revenue Impact: Increased upselling and cross-selling success by 15%, contributing to overall company revenue growth.
S K I L L S
C O N T A C T
E D U C A T I O N
L A N G U A G E S
C E R T I F I C A T I O N S
Certified Customer Service Professional (CCSP)
Customer Service Excellence Certification
Microsoft Office Specialist (MOS) Certification
Conflict Resolution Certification
Salesforce certification
P R O F I L E
W O R K E X P E R I E N C E
Customer Support Representative
Customer Service Specialist
B A T E B E C K Y
C U S T O M E R S E R V I C E S P E C I A L I S T
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