Customer Service Support Specialist

RANESHA

FREEMAN

********@*****.*** 901-***-**** Memphis, TN 38114

PROFESSIONAL SUMMARY

Dynamic and empathetic Customer Support Specialist with a wealth of experience in fast-paced SaaS environments. Demonstrated track record of providing exceptional support across phone, live chat, and email channels, adept at comprehending and fulfilling customer requirements. Proficient in onboarding, troubleshooting, and nurturing enduring customer relationships to ensure retention and contentment. Enthusiastic about technology and committed to assisting customers in reaching their objectives.

SKILLS

● SaaS Product Support

● Customer Relationship Management (CRM)

● Onboarding and Training

● Troubleshooting and Problem Resolution

● Context Switching

● Empathy and Customer Understanding

● Strong Communication Skills

● Workflow Optimization

● Agility and Adaptability

● Resilience and Continuous Improvement

WORK HISTORY

Associate Customer Care Professional Advance America 11/2022 - 07/2024

● Enhanced customer satisfaction by addressing and resolving customer inquiries and complaints in a timely manner.

● Reduced customer churn rate with effective problem-solving skills and empathetic communication techniques.

● Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

● Responding to customer needs through competent customer service and prompt problem-solving.

● Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.

Customer Success Associate Connection Point 05/2020 – 02/2022

● Managed a portfolio of key accounts, ensuring consistent communication and support throughout the customer lifecycle.

● Coordinated product demonstrations for prospective customers showcasing functionality and value proposition resulting in increased sales leads.

● Identified upsell opportunities within the existing client base delivering customized proposals that resulted in increased revenue for the organization.

● Tracked renewals for assigned accounts proactively contacting customers before expiration dates to ensure continuous service uninterrupted by contract lapses.

● Utilized CRM systems to document interactions and track process Customer Service Representative Milwaukee Tool 06/2016-04/2019

● Handled escalated calls professionally, ensuring customer concerns were addressed appropriately and resolved promptly.

● Adapted communication styles based on individual client preferences, ensuring a personalized experience for each interaction.

● Improved customer satisfaction by effectively addressing and resolving inquiries in a timely manner.

● Assisted customers with account-related issues, leading to increased loyalty and retention rates

● Managed over 80+ inbound calls a day in a high call volume setting EDUCATION

High School Graduate

Cordova High School- 2012

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