Customer Service Specialist

ALEX

VANCE

(***) ***- **** • ***********@*****.***

SUMMARY

Diligent Customer Service Specialist that brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.

SKILLS

EXPERIENCE

Customer Service Specialist (Remote)

Guitar Center Jan 2023-May 2025

• Maintained a customer resolution rate of 95% over my tenure with the company.

• Upheld quality control policies and procedures to increase customer satisfaction.

• Participated in ongoing proprietary product trainings and certifications to become more of an asset and advance my knowledge in problem solving, CRM software, and customer service.

• Executed on-time and under budget project management to resolve complex issues

• Led team engagement to assist cross-functional departments and achieve goals. Customer Service Team Lead (Hybrid)

Clarksville Department of Electricity Feb 2020 -Dec 2022

• Set attainable daily, weekly and monthly goals and game plans for the grievance department.

• Cross-trained new team members, resulting in 17% increase in customer satisfaction ratings from the time I was hired.

• Engaged with customers through live chat, email, and phone with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the interaction.

• Successfully multitasked while navigating various functions of the companies service management system.

• Issue and Complaint Resolution

• Call Documentation

• CRM Software

• 55 wpm Typing Speed

• Customer service

• Microsoft Office

• Microsoft Teams

• Excel Spreadsheet

• Google Suite

• Problem Resolution

• Call Center Environments

• Project Management

• Working efficiently within a remote setting

• Volunteered to handle complaints and issues for manager during busy time periods. Customer Service Specialist

United Healthcare (via TTec) Feb 2016-Jan 2020

• Assisted over 40 clients daily with their needs and concerns via phone, email, web chat, and fax

• Coordinated internally with operations and logistics to maintain knowledge of new company products

• Trained new hires on products and services, best practices and protocols to reduce process gaps.

• Used quality assurance and operational data to ensure accuracy of customer scripts and proper escalation of issues to department supervisor.

• Mentored new employees on procedures and policies to maximize team performance. EDUCATION AND TRAINING

ENTER DEGREE OR FIELD OF STUDY HERE

Full Sail University Jan 2014 - Dec 2016 Associates Degree in Music Business Kenwood High School 1998 - 2001

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