Customer Service Specialist

LA QUATA WALKER

951-***-**** · ************@*****.***

SUMMARY

Diligent Customer Service Specialist that brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.

SKILLS

●Issue and Complaint Resolution

●Call Documentation

●CRM Software

●35 wpm Typing Speed

●Customer service

●Microsoft Office

●Microsoft Teams

●Excel Spreadsheet

●Google Suite

●Problem Resolution

●Call Center Environments

●Time Management

●Working efficiently within a remote setting

EXPERIENCE

Customer Service Specialist (Remote)

AAA Jan 2024-Oct 2024

●Maintained a customer resolution rate of 95% over my tenure with the company.

●Upheld quality control policies and procedures to increase customer satisfaction.

●Participated in ongoing proprietary product trainings and certifications to become more of an asset and advance my knowledge in problem solving, CRM software, and customer service.

●Executed on-time and under budget project management to resolve complex issues

●Led team engagement to assist cross-functional departments and achieve goals. Customer Service Specialist Lead (Remote)

Elevance Health Nov 2021-Dec 2023

●Set attainable daily, weekly and monthly goals and game plans for the grievance department.

●Cross-trained new team members, resulting in 17% increase in customer satisfaction ratings from the time I was hired.

●Engaged with customers through live chat, email, and phone with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the interaction.

●Successfully multitasked while navigating various functions of the companies service management system.

●Volunteered to handle complaints and issues for manager during busy time periods. Customer Service Specialist

California EDD Contracted by Aerotek Jan 2021-Jul 2021

●Assisted over 40 clients daily with their needs and concerns via phone and fax

●Coordinated internally with operations and logistics to maintain knowledge of new company products

Trained new hires on products and services, best practices and protocols to reduce process gaps.

●Used quality assurance and operational data to ensure accuracy of customer scripts and proper escalation of issues to department supervisor.

●Mentored new employees on procedures and policies to maximize team performance. Customer Service Specialist

American Honda Contracted by Aerotek Nov 2016-Jan 2020

●Coordinate with Honda dealerships

●Ensure adherence to guidelines

●Addressed escalations, ensuring members satisfaction

●Delivered comprehensive customer solutions

EDUCATION AND TRAINING

Esperanza High School Jun 1996

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