Customer Support Specialist

ANGELINA ERVIN

Norfolk, VA • ***********@*****.*** • 757-***-****

PROFESSIONAL SUMMARY

Customer Service Representative with extensive experience providing responsive, empathetic support across phone, email, chat, and ticketing systems. Skilled in resolving account issues, onboarding steps, and troubleshooting technical challenges for diverse customer groups. Adept at managing multiple conversations in remote environments while maintaining accuracy, professionalism, and a solutions oriented approach. Known for building strong client relationships, improving satisfaction, and supporting seamless user experiences across online platforms and training services.

CORE SKILLS

Client Support & Customer Success

Phone, Email, Chat & Ticketing Support

Onboarding & User Guidance

Technical Troubleshooting (Basic)

CRM Tools (Salesforce, Zendesk, etc.)

Account Access & Program Navigation

Documentation & Case Management

Remote Work Multitasking

Strong Written & Verbal Communication

Microsoft Office Suite

Data Entry & Accuracy

Experience with Online Learning Platforms

PROFESSIONAL EXPERIENCE

Customer Care Representative I

Elevance Health – Remote Dec 2021 – Jun 2023

•Delivered timely, professional support to members and providers via phone and written channels, resolving inquiries related to benefits, eligibility, claims, and account access.

•Guide users through system navigation, onboarding steps, and required processes.

•Provided basic troubleshooting and escalated complex issues when needed.

•Documented all interactions and outcomes in CRM tools for accurate tracking and follow up.

•Collaborated with internal teams to resolve issues efficiently and improve client experience.

•Identified recurring concerns and shared insights to enhance workflows and service quality.

Customer Service Representative

Sykes Inc. – Remote May 2017 – Aug 2019

•Managed high volume inbound calls and digital communications, resolving complex questions related to coverage, claims, and account issues.

•Provided clear, empathetic explanations to help clients understand program details and next steps.

•Maintained strong multitasking abilities while handling multiple systems and conversations.

•Built rapport with clients and ensured issues were fully resolved through proactive follow up.

Consumer Relations Representative

Lillian Vernon May 2011 – Sep 2013

•Supported customers with product inquiries, order issues, shipping concerns, and account questions.

•Provided troubleshooting assistance and resolved a wide range of customer concerns.

•Coordinated with shipping partners to track deliveries and resolve logistics issues.

•Processed orders, returns, and refunds with accuracy and attention to detail.

Consumer Relations Representative

Advance Services Inc. – Call Center May 1995 – Nov 2011

•Delivered customer support for service and technical issues, ensuring timely and accurate resolutions.

•Performed detailed data entry to maintain accurate customer account information.

•Increased customer satisfaction and revenue by recommending additional services and solutions.

•Coordinated service appointments and negotiated billing adjustments to support positive outcomes.

EDUCATION

Associate Degree – Medical Administration Assistant

Everest College, Chesapeake, VA

Associate Degree – Medical Billing & Coding

Private Study, Virginia Beach, VA

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