Customer Service Technical Support
Resume:
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KINNYETTA NELSON
Customer Service Expert
PROFESSIONAL SUMMARY
Customer Service Expert with over 7 years of experience in enhancing customer satisfaction through strategic problem-solving and efficient service delivery. Demonstrates proficiency in troubleshooting, technical support, and CRM software, consistently improving operational workflows and resolving complex inquiries. Committed to leveraging analytical skills and a methodical approach to drive customer loyalty and streamline service processes. EMPLOYMENT HISTORY
CHAT CUSTOMER SUPPORT AGENT Sep 2023 - Mar 2025
FanDuel Atlanta, GA
CUSTOMER SUCCESS ADVOCATE/ IT SPECIALIST Sep 2021 - Jan 2023 Square Atlanta, GA
CLAIMS PROCESSOR Mar 2020 - Sep 2021
State Farm Dunwoody, GA
CUSTOMER SERVICE REPRESENTATIVE May 2019 - Mar 2020 Global Payments McDonough, GA
CUSTOMER SERVICE SUPERVISOR Feb 2018 - May 2019
GEICO Macon, GA
EDUCATION
ASSOCIATE IN SCIENCE (A.S.) IN BUSINESS ADMINISTRATION Mar 2025 Colorado Technical University Colorado Springs, CO, US Enhance customer satisfaction by implementing new tech, improving response efficiency. Prevent recurring issues by analyzing and addressing customer feedback. Ensure prompt email and chat responses, maintaining service standards. Developed strategies to boost customer experience and streamline operations. Streamlined customer service workflows by identifying recurring issues and implementing systematic solutions for enhanced response efficiency
Resolved complex customer inquiries through multi-channel support platforms while maintaining high satisfaction ratings Resolved customer issues, enhancing satisfaction and loyalty. Improved user experience by analyzing feedback and implementing changes. Managed client follow-ups post-onboarding, ensuring smooth transitions. Diagnosed and fixed technical issues, optimizing network and device performance. Administered user accounts and access controls, maintaining security. Guided clients on optimal benefit use for claims, enhancing satisfaction and reducing errors. Managed benefit coordination, applying deductibles and coinsurance, improving claim accuracy. Kept meticulous records of claims processed, ensuring precision and completeness. Handled customer inquiries via phone, resolving issues efficiently and maintaining satisfaction. Provided tailored support, addressing account questions and resolving problems swiftly. Utilized product knowledge to offer valuable suggestions, enhancing customer experience. Monitored and documented customer interactions using specialized software tools. Conducted thorough investigations to identify issues and implement effective solutions. Explain insurance policies to clients, enhancing understanding and boosting sales. Contact clients to provide quotes, ensuring clear communication and informed decisions. Negotiate premiums, optimizing profitability and client satisfaction. Acquire in-depth insurance knowledge, offering tailored solutions to diverse needs. Manage a team of 12-15, fostering collaboration and achieving departmental goals. ASSOCIATE IN SCIENCE (A.S.) IN HUMAN RESOURCES MANAGEMENT Jun 2016 Colorado Technical University Colorado Springs, CO, US SKILLS
Customer Service, Technical Support, CRM Software, MS Office, Troubleshooting, Call Center, LAN/WAN, Data Recovery, Billing, Team Leadership, Problem Solving, Account Management, Customer Engagement, Quality Assurance, Data Entry, User Experience.
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