Customer Support Service

Nia Roque

318-***-**** ***********@*****.*** Shreveport, LA

Summary

Customer Support, Debt Collector, and Tech Representative with 5+ years of experience excelling in data analysis, conflict resolution, and troubleshooting. Demonstrates a forward-thinking approach in improving client satisfaction through innovative solutions and meticulous attention to detail. Passionate about leveraging technical expertise to drive operational efficiency and enhance user experiences. Education Experience

Associate of Science in Business

Administration

Colorado Technical University-

Colorado Springs, Colorado

Springs - Nov 2023 - Jun 2025

Graduated with honors, apart of the

NSLS (National Society of

Leadership and Success)

Systems (Proficient)

1. Microsoft word

excel/power/outlook

2. Service now

3. Remedy

4. Cisco

Mortgage Coordinator

USAA, Shreveport - Mar 2020 - May 2021

o Implemented a digital tracking system for mortgage applications, providing real-time updates to clients and fostering transparency.

o Initiated loan applications, supporting military members. o Coordinated with cross-functional teams to resolve application discrepancies, ensuring smoother operations and timely approvals.

Tier 2 Technician

Alorica, Shreveport - May 2021 - Jan 2024

o Resolved complex technical issues for clients, enhancing user satisfaction and reducing escalation rates

through effective troubleshooting.

o Analyzed customer feedback to identify recurring problems, leading to actionable insights that improved service quality and operational efficiency.

o Developed creative workarounds for recurring technical issues at Alorica, significantly reducing repeat calls and enhancing overall service quality.

Customer Service Representative

Department of Children and Family Services, Shreveport - Mar 2024 - Aug 2024

o Provided empathetic support to families in crisis, fostering trust and open communication to enhance service effectiveness. o Managed case documentation and follow-ups, ensuring timely service delivery

o Evaluated complex family situations, developing tailored intervention strategies to address specific needs and challenges.

Escrow Professional

Advanced Call Center Technologies - Apr 2024 - Feb 2025 o Managed escrow transactions, ensuring timely closings that enhanced client satisfaction and trust in our services. o Diligently prepared and reviewed escrow documents, minimizing errors and ensuring compliance with regulatory standards. o Scrutinize financial documents and legal agreements, identifying potential risks and discrepancies.

o Provided exceptional customer service, addressing client inquiries effectively, which contributed to a positive client experience.

o Debt collection

Payroll Specialist

Public Partnerships LLC, Shreveport - Apr 2025 - Jun 2025 o Processed payroll for over 500 employees, ensuring timely and accurate compensation, which enhanced employee satisfaction and trust in the payroll system.

o Maintained meticulous records of payroll transactions, adhering to legal regulations and corporate policies to ensure financial integrity.

o Assisted clients with completing documentation related to employment with PPL within New York's CDPAP program

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