Support Specialist Customer

WENDY LANIER

Mocksville, NC ***** 336-***-**** ********@*****.***

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SUMMARY

Dynamic Customer Support Specialist with a proven track record at Cigna Health Care, excelling in customer relationship management and technical troubleshooting. Adept at resolving complex issues and enhancing customer satisfaction through effective communication and empathy. Recognized for developing innovative strategies that improved service delivery and fostered strong client relationships. SKILLS

• Data analysis

• Web development

• Software testing

• Customer relationship management

• Sales support

• Team collaboration

• Call center experience

• Workflow management

• Multitasking and organization

• Remote support tools

• Live chat support

• Technical troubleshooting

• Payment processing

• Empathy and patience

• Issue follow up

• Problem solving

• Time management

EXPERIENCE

04/2023 - 04/2025 Customer Support Specialist

Cigna Health Care - Lexington, NC

• Maintained a high level of professionalism when dealing with difficult customers.

• Answered customer inquiries via phone, email, and chat.

• Developed strong relationships with customers by providing personalized assistance and support.

• Provided exceptional customer service to ensure customer satisfaction. 08/2021 - 03/2023 Customer Support Specialist

AST Financial - Brooklyn, NY

• Maintained up-to-date knowledge of product features and benefits.

• Conducted outbound calls to follow up on surveys or solicit additional business opportunities.

• Researched complex issues raised by customers, identified solutions, and provided timely responses.

• Generated reports on customer feedback, trends, and other metrics for management review.

• Collaborated with colleagues from other departments in order to resolve customer concerns quickly.

• Maintained a high level of professionalism while interacting with customers via phone or email.

02/2018 - 07/2021 Customer Service Advocate

Continuum Global Solutions - Dallas, TX

• Developed innovative strategies to improve customer experience with the product or service offered by the company.

• Performed regular follow-up calls to check on customer satisfaction levels.

• Investigated customer complaints regarding product quality or service rendered.

• Researched customer inquiries using available resources such as FAQs and online forums.

• Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.

• Recorded all customer interactions into the database system accurately and completely.

• Maintained up-to-date knowledge of company products, services, policies, and procedures.

09/2014 - 01/2018 Teller-Loan Professor

Randolph Bank & Trust - Asheboro, NC

• Verified customers' identification to ensure compliance with laws and regulations.

• Handled large volumes of currency quickly and accurately with minimal errors.

• Maintained accurate records of all transactions for compliance purposes.

• Resolved customer complaints quickly and efficiently in order to maintain positive relationships with clients.

• Identified opportunities to refer customers to other areas of the bank for additional services.

• Cross-sold additional bank products when applicable to meet customer needs.

• Balanced cash drawers on a daily basis.

• Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services. EDUCATION AND TRAINING

Expected in 08/2028 Bachelor of Arts: Computer Science Colorado Technical University - Denver, CO

08/1999 Associate of Applied Science: Business Administration And Management Randolph Community College - Asheboro, NC

ACCOMPLISHMENTS

• Also certified CNA 1 & 2

• Had own home health care business for 8 years and run on my own as well

#HRJ#0579f313-315f-44d2-9b1a-224a4d793c39#

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