Customer Service Support

Karen Ruffin

***********@*******.*** 504-***-****

Summary

Highly skilled Customer Service Specialist with 11 years of experience in providing outstanding customer support in remote environments. Adept at managing client inquiries, resolving complex issues, and collaborating with cross-functional teams to ensure prompt and effective solutions. Proven ability to streamline processes, implement efficient communication strategies, and maintain high levels of customer satisfaction. Strong multitasking and problem-solving skills, with a focus on enhancing customer relationships and delivering exceptional service.

Experience

Concentrix

Customer Service Specialist (Remote)

01/2019 – Present

●Resolved customer queries, working across departments to devise solutions (or responses) in an apt way.

●Introduced a self-service, which enabled tandem assistance for my team only, and increased productivity by nearly 25%.

●Strategized and communicated new processing solutions to address challenging client problems, increasing client engagement rates.

●Followed up with clients, as necessary, to ensure their needs were met.

●Developed Standard Operating Procedures (SOPs) to help provide quick responses to FAQs or issues.

Oak Street Health

Client Support Specialist

05/2017 - 01/2019

●Delivered outstanding customer service by promptly addressing inquiries regarding accounts and billing via phone, email, and live chat

●Coordinated with multiple departments to ensure that customer issues were resolved effectively and within set deadlines.

●Created and maintained a customer knowledge base, providing clear instructions and guidance for common customer issues.

●Successfully completed a 4-week Salesforce Sales Operation Course during my tenure.

●Assisted fellow employers and struggling agents via Microsoft Teams portal in real time.

Veterans Empowerment Service

Customer Support Representative

09/2013 - 05/2017

●Provided comprehensive customer support by managing a high volume of inbound customer inquiries via multiple communication channels.

●Ensured all customer complaints were addressed in a timely and effective manner, often coordinating with various departments to resolve more complex issues.

●Maintained the least amount of required escalations for the customer service department.

●Performed needs analysis and presented options based on findings to help customers make decisions.

Skills

●Report Generation

●Customer Retention

●Customer Order Management

●Account Management

●Complaint resolution

●Customer Relations

●Customer Service

●CRM Software

●Microsoft Office

●Time Management

●Team Collaboration

●SOP Creation

●Multichannel Communication

●Problem Solving

Education and Training

Christ First Christian Academy, New Orleans,La

(High School Diploma)

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