Customer Service Support Specialist

SC

Starr Cole

Chattanooga, TN ***** +1-805-***-**** **********@*****.***

PROFESSIONAL SUMMARY

Highly motivated and results-oriented professional with extensive experience in delivering exceptional customer service and managing high-volume call environments. Proven ability to resolve complex inquiries efficiently, maintain high customer satisfaction, and drive process improvements. Skilled in full-cycle recruitment, training, and mentorship, with a demonstrated track record of streamlining processes and achieving measurable results. Adept at utilizing technology to optimize workflows and enhance communication. Seeking a challenging remote role where strong communication, problem-solving, and leadership skills can contribute to organizational success.

WORK HISTORY

SALES & CUSTOMER SUPPORT SPECIALIST 08/2021 to 01/2024

Jamie Dietrich Designs Los Angeles, CA

•Provided exceptional customer service, resolving inquiries and issues efficiently and professionally to ensure customer satisfaction

•Resolved an average of 35 customer inquiries per day with a 95% satisfaction rating

•Streamlined office operations, including scheduling, correspondence, and administrative tasks, resulting in a 20% improvement in administrative efficiency

•Developed and implemented a new scheduling system that reduced scheduling conflicts by 30% and improved employee satisfaction

•Maintained meticulous financial records by reconciling accounts payable/receivable transactions, contributing to balanced budgets

•Assisted in the development of sales materials to effectively communicate product benefits to potential clients

•Increased sales by cross-selling complementary products to existing customers

SR. EXECUTIVE RECRUITER 03/2017 to 06/2021

One Ring Networks, Inc. Atlanta, GA

•Revamped onboarding processes to improve new hire integration and address staffing challenges, including developing a new training curriculum and implementing a mentorship program

•Partnered with hiring managers to create comprehensive job descriptions and structured interview processes

•Improved diversity representation in new hires by 35% through targeted outreach and inclusive recruiting strategies

•Optimized the recruitment process, resulting in a 20% reduction in time-to-fill for open positions

PROJECT MANAGER 01/2016 to 01/2017

Boeing El Segundo, CA

•Led multi-disciplinary teams in the planning, execution, and delivery of projects, ensuring alignment with organizational objectives

•This experience honed my ability to organize complex processes and guide individuals through key steps, skills directly applicable to onboarding new clients

•Developed comprehensive project plans, defining scope, objectives, deliverables, and resource requirements, effectively managing project schedules and budgets (reducing costs by 15%)

•Collaborated with stakeholders across various departments to identify project requirements, address challenges, and drive continuous improvement

SR. EXECUTIVE RECRUITER 06/2008 to 09/2016

Workway Professional Staffing Thousand Oaks, CA

•Reduced average time-to-fill executive positions by 35% through efficient full-lifecycle recruitment management, consistently delivering a positive candidate experience

•Built and maintained a pipeline of 3 to 5 qualified executive candidates per order, decreasing time-to-fill rates by 30% and ensuring rapid response to client needs

•Successfully placed executive-level candidates across various industries, collaborating with C-suite executives to develop and execute tailored recruitment strategies

•Leveraged a multi-channel sourcing strategy, including direct sourcing, networking, and social media, resulting in a 25% increase in qualified executive candidate engagement

SKILLS

•Customer Service Excellence: Issue Resolution, Customer Retention, Satisfaction Management, Escalation Handling

•Call Center Operations: High-Volume Call Handling, KPI Monitoring, Performance Improvement, Call Routing Optimization

•Recruitment & Onboarding: Full-Cycle Recruitment, Training & Development, Mentorship Programs, Candidate Evaluation

•Communication & Interpersonal Skills: Relationship Building, Active Listening, Clear Communication (Written & Verbal), Conflict Resolution

•Problem-Solving & Analytical Skills: Root Cause Analysis, Process Improvement, Data-Driven Decision Making

EDUCATION

Bachelor of Science Business Administration

Pensacola Christian College, Pensacola

CERTIFICATIONS

Certified Support Manager (CSM) - HDI Certified Customer Service Professional (CCSP) - National Customer Service Association Agile Scrum Master Certification – EXIN

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