Customer Service Call Center

Curtis Caldwell

Columbus, GA 706-***-**** ***********@*****.***

Professional Summary

Customer service and call center professional with a strong background in handling high-volume inbound and outbound communications across fast-paced environments. Proven ability to resolve complex customer issues, manage case records, and deliver empathetic, solutions-focused support. U.S. Navy Veteran with over 10 years of combined experience in client relations, benefits assistance, claims coordination, and technical troubleshooting. Recognized for maintaining service excellence under pressure, improving retention, and ensuring compliance with internal and external policies.

Core Competencies

- Inbound/Outbound Call Handling

- Customer Retention & Escalation Resolution

- Conflict De-escalation & Problem Solving

- CRM and Case Management Systems

- Cross-Functional Communication

- Multichannel Service Support (Phone, Email, Chat)

- ADA/FMLA & Workers’ Compensation Support

- Appointment Scheduling & Claims Follow-up

- Technical Troubleshooting

- Military Discipline & Service Excellence

Professional Experience

Customer Support Specialist

FPI Management – Columbus, GA 2023–2025

- Handled claims-related inquiries from employees, medical providers, and insurance carriers with professionalism and care.

- Entered and maintained customer information in internal platforms, ensuring data accuracy and timely issue resolution.

- Assisted with escalations related to leave accommodations, work injuries, and return-to-work documentation.

- Created and processed case logs and formal letters; collaborated with leadership to improve client service procedures.

Client Service Associate

Amazon – Columbus, GA 2019–2022

- Managed a daily caseload of 100+ service tickets through internal CRM tools and responded to leave-of-absence and benefits inquiries.

- Delivered phone and virtual support to employees regarding ADA, FMLA, and status updates, consistently meeting KPIs.

- Maintained confidentiality while updating records, issuing letters, and counseling employees on policy questions.

Customer Service Representative

Mediacom – Columbus, GA 2019–2020

- Responded to over 300 customer interactions weekly, exceeding service and sales targets.

- Handled billing, service appointment scheduling, and technical troubleshooting with clarity and efficiency.

- Delivered $50K+ in revenue through upselling and contract renewals.

- Improved satisfaction and retention by quickly resolving customer concerns and identifying process gaps.

Emergency Services Dispatcher

GreatCall – Carlsbad, CA 2017–2018

- Coordinated emergency responses by gathering caller information and relaying instructions until responders arrived.

- Maintained composure during life-threatening situations; logged calls and communications for record-keeping and review.

- Certified by the International Academy of Dispatchers and Red Cross CPR program.

Customer Retention Specialist

Mitchell 1 – Poway, CA 2016–2017

- Provided account support and conducted retention outreach for auto repair businesses using digital marketing platforms.

- Trained clients remotely on custom website tools, boosting engagement and contract renewals.

- Developed action plans to reduce customer churn and enhance satisfaction.

Sales and Service Associate

Road Runner Sports – San Diego, CA 2010–2016

- Took inbound orders, provided personalized product recommendations, and closed sales over the phone.

- Resolved customer complaints related to shipping, sizing, and returns, contributing to high repeat business.

- Documented interactions and shared client feedback with the management team for service improvement.

Education

Bachelor of Arts in Business Management – Grantham University

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