Customer Service Representative

KELIA J. SEARCY

901-***-**** ***********@*****.*** Memphis, TN

Professional Summary

Customer Service Representative with a proven track record of delivering exceptional support in healthcare and educational settings. Skilled in managing customer relationships, resolving technical issues, and providing tailored solutions. Proficient in software troubleshooting and application support, including Salesforce. Adept at remote collaboration, proactive communication, and problem-solving in fast-paced environments. Education

Masters of Business Administration in Management

Strayer University

Bachelor’s Degree in Human Resources Management

Strayer University

Skills

Customer Support & Troubleshooting: Expertise in resolving customer issues efficiently through phone and electronic communication.

Documentation & Knowledge Base Management: Skilled in documenting FAQs, new issues, and resolutions to streamline processes.

Proactive Communication:Capable of identifying critical concerns, providing clear updates, and minimizing disruption to clients.

Remote Work Proficiency: Successful in managing responsibilities independently within collaborative, virtual environments.

Technical Aptitude: Logical, systematic problem-solving approach to software and system configurations.

Software Expertise: Proficient in Salesforce, and Microsoft Office Suite (Outlook, Word, Excel). Adaptability & Continuous Learning: Quick to master new technologies, product updates, and emerging trends.

Collaboration & Teamwork: Experienced in cross-functional teamwork and efficient resolution of customer concerns.

Professional Experience

Customer Service Representative III / Certified Enrollment Assister ASM Research Remote June 2024 –

Guided consumers through Marketplace and Medicaid enrollment processes, ensuring compliance with federal and state requirements.

Established and nurtured relationships with consumers and stakeholders to deliver exceptional support.

Troubleshot and resolved complex technical and process-related issues to enhance consumer satisfaction.

Monitored and addressed inquiries related to software functionality for seamless user experiences.

Dual Enrollment Specialist

Southwest Tennessee Community College May 2019 – May 2024 Partnered with high school counselors and parents to promote Dual Enrollment programs and managed student enrollments.

Created and executed initiatives to address academic and system functionality challenges. Worked with faculty and administrators to align class schedules with students’ educational goals.

Business Office Coordinator

Baptist Health Sciences University February 2014 – May 2016 Managed administrative and financial operations for Federal Work Study programs, ensuring compliance and accurate record-keeping.

Collaborated with the accounting team to ensure adherence to protocols and documentation standards.

Delivered exceptional customer service, resolving technical and procedural issues efficiently. Additional Qualifications-

Help Desk & Support: Skilled in remote software assistance, technical issue diagnosis, and efficient resolutions.

Critical Issue Management: Proficient in identifying, managing, and communicating high-priority issues to clients.

Leadership & Decision-Making:Proven ability to make sound decisions under pressure, contributing to operational success.

Time Management: Effective prioritization and multitasking skills in high-demand environments.

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