Customer Experience Specialist with High-Volume Expertise

SORIDA GAIN

CUSTOMER SERVICE REPRESENTATIVE

828-***-**** *************@*****.*** LINKEDIN.COM/IN/SORIDAMARIA/ BACKROUND

I am a dedicated Customer Experience

specialist who thrives on turning complex

client challenges into seamless, positive

interactions. With a deep background in high-

volume support and service management, I

don't just answer calls—I advocate for the

customer while protecting the brand’s

reputation. I take pride in my ability to master

new software quickly, maintain a 95%

satisfaction rating under pressure, and

provide the kind of empathetic, professional

service that keeps clients coming back.

EDUCATION

• * High School Diploma, Robert C. Byrd High

School

• Vocational Training (CNA/Nursing),

Clarksburg Nursing and Rehab

PROFESSIONAL EXPERIENCE

McKinney Pallet Plus Customer Service Representative Jan 2022 – Sept 2024

• Championed the customer journey for a high-volume client base, serving as the lead responder for phone, email, and live chat inquiries.

• Streamlined order processing and return workflows, significantly reducing turnaround time and improving the overall transaction experience.

• Mastered CRM tools to capture vital customer data, allowing for personalized follow-ups that drove repeat business.

• De-escalated tense situations with professionalism and empathy, maintaining a consistent 95% satisfaction score.

• Collaborated directly with logistics and sales teams to ensure service promises were kept and shipping delays were communicated proactively.

McKinney Lawn and Tree Client Services & Estimator May 2020 – Jan 2022

• Architected personalized service plans for clients by conducting deep-dive consultations to assess specific needs.

• Orchestrated the master service calendar, balancing field team availability with client deadlines to maximize daily efficiency.

• Cultivated a reputation for excellence that directly resulted in a 25% increase in positive online reviews and organic referrals.

• Produced high-impact proposals and cost estimates, ensuring total transparency and setting clear expectations for project delivery.

• Anticipated client needs by implementing a follow-up system that checked in on project quality 30 days post-completion.

Entrepreneurial Ventures Business Management & Client Relations 2018 – 2020

• Launched and managed all client-facing operations, from initial lead generation to final billing and contract execution.

• Engineered a 30% growth in client retention by prioritizing ultra-responsive communication and reliability.

• Maintained rigorous administrative standards, ensuring all documentation and databases were organized for rapid retrieval.

CORE COMPETENCIES * Driving Resolution: Rapidly identifying root causes and solving client issues via phone, email, and chat.

• Relationship Building: Creating instant rapport with diverse personalities to foster long-term loyalty.

• Operational Precision: Managing complex CRM databases and intricate service schedules without error.

• Polished Communication: Delivering clear, concise, and professional correspondence that reflects company values.

• Strategic Growth: Identifying opportunities to streamline internal workflows and improve service delivery.

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