Customer Service Specialist

Lacardia Castleberry

Birmingham AL ****************@*****.*** 205-***-****

Professional summary

Highly motivated Remote Customer Service Specialist with 4+ years of experience delivering exceptional customer support, enhancing customer satisfaction, and resolving diverse issues across phone, email, and live chat channels. Adept in CRM systems like Salesforce and Zendesk, with strengths in problem solving, conflict resolution, active listening, and time management. A dependable, self starter with strong communication skills, eager to leverage remote collaboration tools and metrics.

Professional Skills

● Strong communication and interpersonal skills

● Proficient in using customer relationship management systems

● Time management and organization

● Problem-solving and conflict resolution

● Typing speed of 50 wpm

● Adaptability and quick learning of new software and processes

● Multitasking and managing high chat volumes

● Remote collaboration tools such as Slack, Zoom, and Microsoft Teams Professional Experience

Remote Customer Service Specialist

Maximus, inc. - remote

March 2022 - Present

● Handled inbound and outbound calls for state and federal service programs, providing accurate information and resolving customer inquiries.

● Maintain 96% Csat score by delivering empathetic and professional service.

● Document all customer interactions in Salesforce, ensuring clear case history for follow up.

● Resolve escalated issues by collaborating with Tier 2 support and cross functional teams.

Customer Service Representative

Blue Cross and Blue Shield of Alabama- Birmingham Al August 2019- February 2022

● Assisted members with benefits inquiries, billing issues, and claim status updates via phone and email.

● Utilized CRM systems to track customer interactions, ensuring HIPAA compliance.

● Consistently exceeded call handling goals and maintained above average quality assurance scores.

● Trained 4 new team members on system navigation, call handling, and customer care techniques.

Front desk and Member Services Associate

Planet fitness-Montgomery al

July 2017- July 2019

● Helping customers with live support by phone, chat, or email

● Troubleshooting technical support

● Collecting data about customer service trends

● Developing strategies to retain customers

● Measuring key performance metrics related to retention efforts Education Experience

Associate of Arts in Business Administration

Auburn University of Montgomery, Montgomery AL (2020)

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