Customer Service Leader and Problem Solver
Resume:
Elisa Ross
*********@*****.***
Conyers, GA 30013
Professional Summary
With more than ten years of experience in customer service, I am recognized for my ability to efficiently resolve issues, maintain reliable availability, and consistently deliver high levels of customer satisfaction. My approach emphasizes tactful communication, active listening, and creative problem-solving, allowing me to foster positive outcomes in every customer interaction.
Key Skills
Account Management
Client Engagement
Customer Support
Customer Relations
Complaint Resolution
Cross-Functional Collaboration
Call Control
Senior Leadership Support
Training and Development
Conflict Mediation
Professional Experience
Assurant Duluth, GA
Senior Research Specialist (09/2022 – 09/2025)
As a Senior Research Specialist, my responsibilities centered on customer relations, complaint resolution, and collaboration with major mortgage companies. I provided strong leadership support and excelled in conflict mediation, training, and development. Effective call control was a key aspect of my role, allowing me to maintain quality service standards.
I consistently delivered exceptional service, supported process improvements, and supervised teams to foster organizational success. My expertise in communication and problem-solving played a vital role in achieving positive outcomes. Additionally, I applied data analysis and research methodologies, produced detailed reports, managed corporate advances, and ensured projects were completed within established timelines.
Senior Customer Service Representative (01/2017 – 09/2022)
In this role, I provided expert support to cross-functional teams, facilitating clear communication between departments to resolve customer issues efficiently. I worked closely with senior leadership to identify opportunities for process improvement and implement best practices, ensuring departmental goals were aligned with broader organizational objectives.
I managed customer conflicts and challenging situations by maintaining composure and utilizing internal resources to develop effective solutions. My responsibilities included assisting customers with inquiries, responding to concerns, and providing current account information. I consistently delivered prompt, friendly, and knowledgeable service for both routine inquiries and complaints.
My efforts contributed to achieving and surpassing performance goals, supporting the company's sustained growth and market leadership. I supervised a team of 16 employees who handled customer call escalations, and I played a significant role in training and mentoring new staff in customer service and order processing.
Avaya Alpharetta, GA
Administrative Assistant (02/2014 – 03/2016)
As an Administrative Assistant at Avaya, I organized and maintained filing and document management systems. My duties included coordinating, archiving, and purging files as necessary. I prepared packages for shipment by generating packing slips and arranging courier deliveries. Additionally, I managed executive communications, which involved handling telephone calls, reviewing and prioritizing mail, and composing and typing correspondence.
Vital Recovery Norcross, GA
Customer Service Associate (09/2012 – 02/2014)
During my time as a Customer Service Associate, I supported customer service objectives and strengthened relationships through friendly, knowledgeable, and positive communication with clients. I consistently exceeded productivity targets by delivering exceptional service in every customer interaction. My role involved documenting customer conversations to accurately track requests, issues, and solutions.
I assisted customers with account payments and set up payment plans tailored to their needs. By following strict quality control policies and procedures during all customer interactions, I ensured a high standard of service. My responsibilities also included handling inquiries, resolving issues, and managing ongoing customer relationships.
Education and Training
Troy State University, Montgomery, AL
Some college coursework completed (no degree), Psychology
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