Customer Support Specialist with 20+ Years Experience

TRESSA NICHOLAS, MSW

Customer Service Specialist / Client Support Professional

Laplace, LA 506-***-**** ********@*****.***

PROFESSIONAL SUMMARY

Customer-focused professional with over 20 years of experience providing high-quality service, support, and problem resolution for diverse client populations. Highly skilled in handling high-volume interactions, resolving concerns efficiently, documenting cases accurately, and maintaining professionalism in sensitive situations.

CORE CUSTOMER SERVICE SKILLS

- Customer & Client Support

- Call Handling & Issue Resolution

- Account & Case Documentation

- Conflict Resolution & De-escalation

- High-Volume Workload Management

- HIPAA & Confidentiality Compliance

- Empathy-Driven Communication

- Time Management & Multitasking

- Remote & Phone-Based Support

PROFESSIONAL EXPERIENCE

Customer Service Specialist / Case Manager

Assistance Just for You, LLC – Hammond, LA 2008–2022

- Served as primary point of contact for clients and providers

- Resolved concerns via phone, email, and in-person communication

- Documented interactions accurately and compliantly

- De-escalated complaints and ensured positive outcomes

Customer Support / Mental Health Services Representative

Assurance Care Providers – Kenner, LA 2007–2008

- Provided direct client support and maintained records

EDUCATION

Master of Social Work (MSW) – 2007

Southern University and A&M College

Bachelor of Social Work (BSW) – 2000

Southeastern Louisiana University

REFERENCES

Available upon request

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