Customer Support Specialist

Highly experienced customer support specialist with a demonstrated history of success over the past 4+ years. Equipped to efficiently adapt to consistent technology modifications, company improvements, and challenging circumstances. Proficient in assisting clients with loans, withdrawals, hardships, rollovers, and financial and retirement goals. Skilled in analyzing key metrics and customer feedback to enhance and ensure prime experience. Diverse in assisting in implementing health care systems and procedures, inspecting production and prioritizing materials. Passionate about gaining knowledge and being capable of training new associates in a short period of time. Customer Satisfaction

Customer Retention

Account Management

Financial reporting

Escalation Management

CMR Management

Knowledge of Products/Services

Help Desk Support

Technical Support

UNC Chapel Hill

Material Specialist

Accomplishments:

Fidelity Investments

Financial Associate II - Tax Exempt

Accomplishments:

Promptly assisting approximately 75 incoming calls daily utilizing a courteous and professional manner to collect information and identify customer needs. Proactively memorized over 55 company products and services Completed customer insight reports and input over 12,000 units of sensitive data Trained over 20 new hires on company-specific polices, procedures, and resource utilization Meet and exceed daily productivity goals, including high call volume, appointment setting, and consistently earned top satisfactory scores.

listened, diagnosed, and resolved technical issues guiding users through step-by-step solutions Applying problem solving skills to resolve customer inquires and disputes, and escalating to management when necessary.

Ensured patients were properly cared for and treated with proper sterile equipment. Assisted in training junior employees in verifying materials and quantities for accuracy Accurately and promptly provided necessary equipment for over 100 emergency procedures daily Accounting for product orders and distributions throughout the hospital Identified improvement opportunities to enhance operational effectiveness and improve team productivity

Prepared and protected over 200 members of the medical center throughout the COVID pandemic Sep 2021 - August 2024

Nov 2020 - Sept 2021

CUSTOMER EXPERIENCE - CUSTOMER SUPPORT

984-***-**** ~ ***********.*******@*****.*** ~ Raleigh, NC Cebrena Satterwhite

PROFESSIONAL EXPERIENCE

KEY COMPETENCIES

Louisburg College

Associates Degree in General Arts

EDUCATION

Jersey Mikes

Financial Aid Assistant September 2018-May 2019

October 2016-June 2018

Louisburg College

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