Customer Support Specialist

KENYA MCCALLUM

**********@*****.*** • 219-***-**** • GARY, INDIANA

Customer Support Specialist

PROFESSIONAL SUMMARY

Customer Support Specialist with extensive experience in enhancing customer satisfaction and operational efficiency across various industries. Demonstrates strong leadership, analytical, and dispute resolution skills, developed over 15+ years of dedicated service. Adept at coordinating seamless transitions and improving service processes, fostering strong partnerships and client loyalty.

EMPLOYMENT HISTORY

NON-EMERGENCY MEDICAL TRANSPORT DRIVERSep 2019 - Present

Owl Transportation Inc.Maywood, Illinois

Transport U.S. Veterans to hospitals, covering 150-400 miles daily across multiple states.

Facilitated patient transitions from psychological wards to residential facilities.

Provided compassionate transportation services for veterans, ensuring timely arrivals and enhancing their access to essential medical care.

Streamlined pick-up processes for veterans, improving efficiency and reducing wait times for over 100 individuals weekly.

Coordinated with healthcare facilities to ensure smooth transitions for discharged patients, fostering strong partnerships and effective communication.

Maintained accurate records of daily trips and patient interactions, ensuring compliance with safety regulations and enhancing operational transparency.

Analyzed Enhanced route planning to optimize travel distances, leading to substantial improvements in service reliability and client satisfaction.

RIDE SHARE/COURIER & GROCERY/FOOD DRIVERJan 2018 - Present

Lyft, Uber, Via, Doordash, Instacart, Shipt, FraytChicago, IL & Northwest IN

Facilitate airport and neighborhood pickups, ensuring timely and efficient service.

Coordinate deliveries for food and groceries, achieving consistent on-time performance.

Enhance customer satisfaction by managing seamless multi-platform operations.

Adapt delivery routes dynamically, optimizing for speed and reliability.

Support diverse clientele, including new parents and seniors, with personalized service.

Implemented a personal scheduling system, optimizing availability and maximizing earnings during peak hours.

Engaged effectively with clients, providing personalized service that fostered loyalty and positive feedback.

Streamlined delivery processes, achieving substantial improvements in on-time performance and enhancing overall customer satisfaction.

WORK AT HOME BUSINESS PARTNER/AGENTMay 2010 - Jul 2017

Arise Virtual Solutions Inc.Miramar, Florida

Handled service requests for AAA across four states, enhancing customer satisfaction.

Delivered top-tier sales and customer support for Carnival Cruise Lines, boosting client retention.

Managed energy services for Direct Energy, ensuring reliable supply in Texas and New Mexico.

Processed claims for Cross Country Homes Services, improving operational efficiency.

Collaborated with major companies, refining service processes and achieving measurable results.

Delivered exceptional customer service across multiple industries, fostering client relationships and enhancing overall satisfaction.

Processed service requests efficiently, achieving timely resolutions and contributing to noticeable improvements in service response times.

Analyzed service claims for major appliances, ensuring accuracy and reducing processing errors, which strengthened client trust.

Utilized Zendesk, Salesforce and other platforms to submit, resolve, or escalate trouble tickets while supporting various industries via phone, chat and email.

EDUCATION & PROFESSIONAL CERTIFICATIONS

BACHELORS IN CHRISTIAN BUSINESS ADMINISTRATIONJan 2017 - 2018

Harvest-In-Time Christian University & SeminaryGary, Indiana

MEDICAL ADMINISTRATIVE ASSISTANT CERTIFICATEJul 2010 - 2011

Everest CollegeMerrillville, Indiana

BUSINESS. OFFICE TECHNOLOGY CERTIFICATE1997 - 1998

West Side Technical InstituteChicago, Illinois

INDIANA SUBSTITUTE TEACHERS PERMIT2019 - Present

License No. #10301978State of Indiana

HIPPA & BLOOD-BORNE PATHOGEN CERTIFIED

AMERICAN RED CROSS FIRST AID/CPR/AED CERTIFIED INSTRUCTOR

SKILLS

Analytical (Experienced), Dispute Resolution (Expert), Customer Satisfaction (Expert), Leadership (Experienced), Adaptability (Expert), Internet Savvy (Experienced), Detail Oriented (Expert), Deadline Management (Expert), Process Improvement (Experienced), Customer Engagement (Expert), Route Optimization (Experienced).

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