Experienced Customer Service Specialist with 10+ Years

JEANETTE WILSON

Conroe, TX *****

Phone: 832-***-****

Email: **********@*****.***

LinkedIn: linkedin.com/in/jeanette-wilson9180b13

PROFESSIONAL SUMMARY

Dynamic Customer Service Professional with 10+ years of experience supporting customers in high-volume call centers and public service environments. Adept at resolving escalations, managing sensitive data, improving processes, and delivering seamless service experiences. Recognized for clear communication, efficiency, and the ability to adapt quickly in fast-paced environments.

ร CORE COMPETENCIES

Call Center Operations

Customer Service & Support

Billing & Invoice Resolution

Accounts Payable / Payment Processing

Data Entry & Documentation

CRM & Ticketing Systems

Escalation Handling

Quality & Error Monitoring

Training & Mentoring

High-Volume Phone/Email Management

Vendor & Repair Facility Relations

Reporting & Record Maintenance

Microsoft Office (Word, Excel, Outlook)

MIS & Case Management Systems

Eligibility & Verification Processing

Problem Solving • Communication • Remote Support ߥPROFESSIONAL EXPERIENCE

Program Tracking Specialist

Workforce Solutions July 2019 – September 2025 - Delivered customer support across phone, email, and in-person channels. - Guided customers through applications, documentation, and program requirements. - Verified eligibility and employment through employer outreach and system checks. - Maintained accurate case records in multiple MIS systems. - Provided clear communication regarding timelines and next steps. Personal Service Representative

TANF February 2011 – July 2019 - Supported TANF/SNAP clients with eligibility, benefits, and documentation. - Assisted customers with job readiness, résumé support, and interview preparation. - Managed large caseloads while maintaining service accuracy and professionalism. - Provided guidance on employment goals and career development. Financial Aid Specialist (Tracker)

Workforce Solutions April 2010 – February 2011 - Assisted customers with financial aid documentation and application processes. - Provided phone and in-person support for benefit/payment inquiries. - Verified financial information and maintained compliant case records.

ͤ EDUCATION

System One Travel Academy – Houston, TX

Houston Community College – Houston, TX

Kashmere Senior High School – Houston, TX

TECHNICAL SKILLS

Microsoft Word, Excel, Outlook

MIS Systems

WorkInTexas

Google Workspace

CRM Tools

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