Customer Service Success

Cecelia Cobbs

Independence, MO • ************@*****.*** • 816-***-****

SKILLS

● Technical Skills: [Java, Javascript, HTML/CSS, Python, Node.JS, Angular, SQL], UX UI, Training/Onboarding, Agile Methodologies, Microsoft Office, Visual Studio Code, Trello, JIRA, Windows, UML/Wireframing

● Soft Skills: Communication, Teamwork, Problem-Solving, Time Management, Adaptability, Attention to Detail, Critical/Analytical Thinking, Customer Focused, Customer Success PROFESSIONAL EXPERIENCE

Social Security Administration Hybrid

Teleservice Representative 2024- 2025

● Provided remote customer service support to individuals seeking information about Social Security benefits, claims processing, and policy details.

● Managed a high volume of inquiries daily, addressing customer questions, processing claims, and providing accurate information in a timely manner.

● Demonstrated strong analytical and problem-solving skills to resolve complex issues, ensuring compliance with regulations while maintaining a customer-first approach.

● Worked within structured systems to ensure accurate data entry, confidentiality, and prompt resolution. I.C. STARS Kansas City, MO

Client Engagement Manager 2023-2024

● Understand client needs and business objectives, leading to a 20% increase in client engagement scores.

● Coordinate between clients and the internal project team, ensuring 100% clarity on project requirements.

● Facilitate regular status updates and meetings with clients, maintaining a 100% on-time meeting schedule.

● Enhanced customer service expertise and refined leadership acumen through active participation in a series of 20+ professional workshops.

C.H. ROBINSON Remote

Operations Specialist 2021-2023

● Managed an average of 70 customer inquiries per day through email, phone, and chat platforms, maintaining a 95% satisfaction rating·

● Conducted over 250 shipments weekly with precision, achieving a 20% increase in on-time delivery rates and 15% improvement in efficiency.

● Proactively communicated shipment updates, tracking info, and policy changes to clients and carriers via email/phone chat, reducing inquiries & increasing client satisfaction.

● Facilitated efficient onboarding for new employees. EVERGY Kansas City, MO

Customer Service Representative 2020

● Maintained strict adherence to schedule while managing calls and chats daily, ensuring prompt and effective customer service delivery.

● Power up operational efficiency by handling over 150 calls and chats daily, contributing to an improvement in resolution times.

● Illuminate operations with meticulous record-keeping, managing high call volumes while ensuring data accuracy is always maintained.

EDUCATION

HOGAN PREPARATORY HIGH SCHOOL KANSAS CITY, MO

HIGH SCHOOL DIPLOMA 2014-2017

SCRUM ALLIANCE Online Certification

Scrum Alliance Foundations; Certificant ID: 001******-****

Contact this candidate