Customer Service Call Center

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JACOB FISHER Pineville, Missouri ****6

**************@*****.***

CUSTOMER SERVICE SPECIALIST

Customer-focused professional with extensive experience delivering high-impact support across fast-paced call centers, remote service environments and client-facing operations. Adept at handling complex inquiries, de-escalating concerns, and providing multichannel support while maintaining calm, empathetic tone. Skilled in navigating CRM systems, logging detailed case notes and working with teams to drive swift resolutions & boost customer satisfaction. Recognized for exceeding performance benchmarks, building long-term client trust and upholding data privacy standards. Proven ability to adapt quickly, communicate clearly and contribute to positive brand experiences. AREA OF EXPERTISE

Customer Satisfaction Call Center Operations Complaint Resolution Client Retention Inbound & Outbound Calls

Troubleshooting Product Knowledge Delivery Customer Education Empathetic Communication Ticketing Systems Live Chat Support Escalation Handling Knowledge Base Usage Service Level Adherence Email Correspondence Queue Management Cross-Functional Communication Rapport Building Technical Support Order Processing Follow-Up Communication Data Accuracy Information Confidentiality Performance Metrics Technical Skills: Microsoft Excel Microsoft Word Google Sheets Google Docs Microsoft Outlook CRM Software (Salesforce, Zendesk, HubSpot) Call Center Systems (Five9, RingCentral, NICE inContact) ERP Systems Ticketing Platforms (Zoho Desk, Freshdesk) Microsoft Teams Zoom Slack PDF Editing Software MS PowerPoint

Helpdesk Tools Data Entry Tools Email Management Platforms Typing Speed: 60+ WPM Basic SQL Queries CORE COMPETENCIES

• Service Recovery Communication – Handled dissatisfied client interactions with empathy and precision, offering appropriate resolutions and restoring customer confidence.

• Product Usage Troubleshooting – Guided users through step-by-step technical resolutions, identifying pain points and translating solutions in clear, customer-friendly language.

• Feedback Collection & Reporting – Captured post-interaction insights to surface recurring service gaps and improve future training or knowledge base content.

• Live Queue Engagement – Monitored and responded to high-volume chat, email and call queues, balancing speed with service quality during peak hours.

CAREER EXPERIENCE

EK Health Services (Remote) Aug 2024 – Jan 2025

Data Entry Specialist

• Supported claims service teams by verifying policy data and ensuring correct communication materials were sent to customers regarding claim statuses and resolutions.

• Flagged incomplete or inconsistent case details during entry, helping prevent miscommunication and follow-up issues during customer service processes.

• Communicated with internal departments to clarify missing or unclear claim information, improving the speed and clarity of responses sent to claimants.

• Upheld workflow integrity through detailed documentation, supporting clear and efficient communication for customer service agents accessing shared case records. Missouri Higher Education Loan Authority, Missouri (Remote) Jul 2023 – Jul 2024 Counselor

• Resolved customer concerns by delivering personalized support across multiple communication channels, maintaining high empathy and clear communication during each interaction.

• Navigated complex loan-related questions by translating technical terms into simple language, empowering customers to make informed financial and service-based decisions. Page 2 of 2

• Escalated first-call resolution rates by independently handling inquiries, clarifying procedures and providing end- to-end guidance on student loan repayment and status tracking.

• Sustained accurate customer records within the CRM while ensuring strict compliance with privacy policies and fostering long-term trust with every client interaction. Walgreens Pharmacy Services Midwest, LLC, Missouri (Remote) Jul 2021 – Jul 2023 Centralized Services Specialist II

• Rendered timely prescription support through inbound calls, resolving billing questions, refill requests, and service delays with professionalism in a high-volume remote environment.

• Strengthened customer satisfaction by proactively identifying needs, addressing concerns, and guiding patients through system processes to ensure full clarity and understanding.

• Logged detailed call notes and follow-ups using specialized software, maintaining continuity across service touchpoints and improving communication between departments.

• Guaranteed full HIPAA compliance while handling sensitive personal information, reinforcing trust and accountability in all client and patient interactions. Commercial Plumbing, LLC, Northwest Arkansas (On-site/Remote) Mar 2017 – Jun 2021 Administrative Assistant/Data Entry/Scheduler

• Coordinated appointment scheduling for service teams while addressing client questions and logistics concerns, improving overall communication between customers and field staff.

• Handled multi-line phone systems to route service calls, manage time-sensitive inquiries, and maintain a professional tone during high-pressure situations.

• Communicated scheduling conflicts or changes proactively, minimizing disruption and maintaining positive relationships with commercial and residential clients.

• Entered job details into internal systems with high accuracy, supporting real-time customer updates and helping technicians deliver consistent on-site service experiences. Ecopack, Springdale/Siloam Springs May 2014 – Feb 2017 Team Lead Supervisor

• Led frontline team in addressing customer concerns with urgency and professionalism, supporting issue escalation and conflict resolution processes across multiple departments.

• Conducted team coaching and training to improve response times, accuracy in messaging, and tone consistency during customer communications.

• Liaised with upper management to communicate trends in client feedback, contributing to long-term service quality improvements and better policy clarity.

NextUse, Rogers, AR (Remote/On-site) Apr 2010 – May 2014 Technician/Data Entry Specialist

• Provided customer support through direct and indirect communication, ensuring clear and timely updates related to product servicing and turnaround timelines.

• Reviewed work orders for clarity and completeness, reducing errors that could delay support services or confuse customers during follow-up stages.

• Maintained up-to-date records to ensure service representatives had the context and background necessary to assist returning customers efficiently.

EDUCATION

High School Diploma June 2004

Pea Ridge High School, Pea Ridge, AR

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