Customer Service Support Specialist
Resume:
J h e ’ C u r e y a O l i v e
Accommodating Customer Support Specialist with documented history
of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions E X P E R I E N C E
S K I L L S
E D U C A T I O N
Profile
SENIOR SERVICE REP
Bank of America January 2017- December 2019
**************@*****.***
L i f e S c h o o l
Cross trained in multiple departments to know all company needs and train new employees.
Analyzed and updated all necessary changes to Salesforce software. Processed customer service requests via phone support and email Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services. Guided customers through troubleshooting, navigating the company website/mobile app or using digital tools.
Audited internal data and processes to identify and manage initiatives, improving business performance.
Recommended metrics and models based on observed trends. Worked with internal teams to understand business needs and changing strategies.
Call logging
CRM navigation
Call center customer service
Building rapport
Problem-solving skills
Product knowledge
Technical troubleshooting
Script adherence
Microsoft Office
Billing Adjustments and Refunds Review
Data Entry
Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Researched complex problems related to products or services to provide solutions that meet customer needs.
Provided customer service for all inquiries, including troubleshooting and problem resolution.
De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Customer Service Representative
United American Insurance February 2019 - October 2022 Customer Experience Specialist (Remote) (Remote)
United Health Group October 2022- January 2025
Documented customer correspondence in CRM to track requests, problems and solutions.
Assisted customers with making payments or establishing payment plans to bring accounts current.
Upheld quality control policies and procedures to increase customer satisfaction.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
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