Customer Service Representative

Danielle Goins

n Covington, GA n 470-***-**** n ********@*****.***

Professional Summary

Customer-focused professional with over 10 years of customer service experience, including 6+ years in call centers and remote support roles. Skilled in managing high-volume inbound calls, resolving account and billing issues, processing refunds, and delivering exceptional customer experiences. Adept at multitasking in fast-paced environments, de-escalating conflicts, and leveraging technology to troubleshoot and resolve issues efficiently. Seeking to contribute strong communication, technical knowledge, and problem-solving skills as a Seasonal Remote Customer Service Representative at Concentrix.

Core Skills

• Inbound/Outbound Call Handling

• Remote Customer Support

• Account & Billing Resolution

• Order Processing & Refunds

• Customer Retention & Upselling

• CRM & Database Documentation

• Conflict Resolution & De-escalation

• Technical Support (iOS, MacOS, Windows, Mobile Devices) Professional Experience

Teleperformance – Atlanta, GA (Remote)

Healthcare Customer Service Representative 2023 – Present

• Provide remote inbound support for healthcare members regarding benefits, billing, claims, and account navigation.

• Troubleshoot technical access issues for online portals, guiding customers with step-by-step resolution.

• Process payments, refunds, and escalations while ensuring HIPAA compliance.

• Consistently exceed customer satisfaction goals by delivering empathetic and accurate solutions in a fast-paced environment.

Delta Airlines Call Center – Atlanta, GA

Customer Service Representative 2019 – 2023

• Handled high-volume inbound calls to assist customers with reservations, billing adjustments, loyalty program inquiries, and refunds.

• Delivered technical assistance for online booking tools and mobile app troubleshooting.

• Recognized for excellent conflict resolution skills and ability to de-escalate complex issues.

• Consistently met or exceeded quality assurance and performance metrics in a fast-paced, target-driven environment.

Buffalo Wild Wings – Atlanta, GA

Front of House / Customer Service 2015 – 2019

• Delivered exceptional face-to-face customer service in a high-volume hospitality environment.

• Handled billing, order adjustments, and complaint resolution with professionalism and efficiency.

• Trained and mentored new team members on service standards and procedures.

• Developed strong multitasking skills by managing large volumes of customer requests during peak hours.

Education

Chamberlain University – Stockbridge, GA

Bachelor of Science in Nursing (BSN), In Progress

Technical Proficiencies

• CRM Platforms: Salesforce, Zendesk

• Tools: Microsoft Office Suite, Google Workspace, VoIP phone systems

• Systems: iOS, MacOS, Windows, Android

Additional Information

• Dedicated home office with high-speed internet and a distraction-free environment

• Strong adaptability to new technologies and processes

• Committed to delivering customer-first service with professionalism and empathy

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