Customer Support Leader with Billing & Retention Expertise

SIVELL BURTON

Houston, TX ***** 682-***-**** **************@*****.***

Professional Summary

Experienced and results-driven Customer Support Leader with over 14 years of success in customer relations,

billing, and account management across remote and in-office environments. Skilled in guiding teams, resolving

complex issues, and optimizing client satisfaction. Adept at using CRM systems, handling confidential billing

data, and maintaining productivity in fast-paced, virtual settings.

Skills

* Customer Service & Retention

Billing & Account Reconciliation

Data Entry & CRM Systems (Salesforce, Zendesk)

Remote Team Leadership

Conflict Resolution & Problem-Solving

Communication & Interpersonal Skills

Microsoft Office Suite & Google Workspace

Time Management & Task Prioritization

Process Improvement & Quality Assurance Remote Collaboration Tools (Teams, Slack, Zoom)

Work History

Customer Support Lead Dec 2018 - Current

Caliber Collision Houston, TX

* Supervise and support a team of 10+ representatives, improving overall customer satisfaction scores by

20%.

¢ Streamlined scheduling and follow-up processes, reducing missed customer callbacks by 30%.

« Implemented performance tracking methods that increased team productivity and accuracy by 15%.

Billing Specialist Sep 2014 - Nov 2018

Spectrum Remote

* Processed and reconciled 100+ billing accounts daily, maintaining a 99% accuracy rate and reducing

discrepancies.

¢ Collaborated with cross-functional departments to resolve billing disputes, decreasing average resolution

time by 25%.

¢ Contributed to customer retention growth by ensuring timely issue resolution and maintaining a 95%

satisfaction rating.

Retention Specialist May 2010 - Aug 2014

Teleperformance Remote

« Handled an average of 80+ customer retention calls per day, successfully retaining 85% of at-risk clients.

¢ Identified customer needs and offered tailored solutions, generating a 10% increase in service renewals.

¢ Recognized for consistently exceeding performance metrics in retention rate and customer satisfaction.

Education

High School Diploma

Eisenhower High School Houston, TX

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