Customer Service Specialist

Tierra Collins

713-***-**** **************@*****.***

SUMMARY

Personable and dedicated Customer Service Specialist with extensive experience in the finance industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Experienced in utilizing CRM software and Salesforce Analysis.

EXPERIENCE

12/2017 to 05/2024

Customer Experience Specialist (Remote)

United Healthcare

• Cross trained in multiple departments to know all company needs and train new employees.

• Analyzed and updated all necessary changes to Salesforce software

• Processed customer service requests via phone support and email support

• Customized CRM using the most up-to-date tools (i.e., workflows, triggers)

• Noted customer correspondence in CRM to track requests, problems and solutions.

• Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services

• Guided customers through troubleshooting, navigating the company website/mobile app or using digital tools

• Audited internal data and processes to identify and manage initiatives, improving business performance.

• Recommended metrics and models based on observed trends.

• Worked with internal teams to understand business needs and changing strategies.

09/2015 to 10/2017 Customer Service Representative

Kelly Connect

• Documented customer correspondence in CRM to track requests, problems and solutions.

• Assisted customers with making payments or establishing payment plans to bring accounts current.

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

• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing

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