Customer Service Specialist
Resume:
Rashida Collins
Professional Summary
Customer Service Specialist with a proven track record in account management, client support, and retention across multiple industries. Adept at resolving complex issues, optimizing customer satisfaction, and improving operational efficiency. Known for problem-solving, effective communication, and consistently exceeding performance metrics.
Work History
Client Services Representative -Redfin/Rent
Atlanta GA 01/2020 - 11/2024
Commended for taking a high volume of inbound calls emails and chats, providing top notch customer support addressing inquiries about rentals products, services, resolving complaints and account discrepancies. Upsold most calls boosting new business by 40%.
• Provided helpdesk IT support to Rent clients by identifying, technical issues assoicated with password resets, listing and website malfunctions, clearing cache and browser history. Effectively responded, provided follow up and closed out client cases in Salesforce, documented all interactions
• Selected by management to cross-train in the Onboarding department, provided backup support by processing contracts in Salesforce, setting up new accounts, and building client rapport
• Lead in processing 100’s of new /online diy subscription orders daily in Sap software and re-established expired accounts. Evaluated financial transactions for potential fraud and rejected suspicious activity
• Enthusiastically conducted zoom introduction calls, educating new clients on contract terms, listing procedures, invoices/payment, password reset, and dashboard review
• Generated, analyzed and provided clients reports to track property listing performance, tenant leads, and key data insights. Recommended strategic listing techniques that increased lead interest and enhanced customer satisfaction.
• Identified opportunities to enhance department processes by developing training manuals for new hires, reducing onboarding time. Created FAQ’s and standardized chat responses to streamline communication and improve productivity.
***********@*****.***
Atlanta, US
Skills
• MS Office
• Account Management
• Report Generation
• Comprehension and Effective
Communication Skills
• Salesforce, CRM Software, SAP
• Typing (90wpm), Data entry
• Quick Learner, Critical Problem
Solving
• Order Processing
• Issue and Complaint Resolution
• Onboarding
• LiveChat Messaging
• Time Management
• Team Player, Interpersonal Skills
• Written Communication
Education
01/2013
Psychology
Georgia Perimeter College Decatur, GA
RC
Contract Work/ Atlanta, GA 2016-2019
Benefit Specialist/ Morneau Shepell
Educated and enrolled employees on various health benefit plans, cost and effective date during open enrollment in a fast-paced call center. Received all required HIPAA certifications.
• Communicated with insurance providers to resolve coverage discrepancies and claims.
Constituent Services Specialist / Care USA
Entered donations from donors via email, phone, letters and voicemail into Sap software system, managed donors accounts, updated cc information, provided donor tax receipts and answered any inquiries regarding the organization.
• Fulfilled and typed correspondence for request received from public schools or individuals through phone calls, emails for Care’s literature and educational material.
Consumer Advocacy Representative/LexisNexis
Answered incoming calls in a fast-paced environment from LexisNexis consumers inquiring about the details and explanations of their insurance credit and public record reports. Challenged erroneous information by initiating the filing of disputes on the behalf of the consumer.
• Liaison between insurance companies, credit bureaus, and courts to correct inaccurate data on consumer’s report
• Diffused difficult situations and calmed irate customers, resulting in satisfactory resolutions
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