Dedicated Customer Support Professional with 25+ Years Experience

Roseland Talley

817-***-**** • ********.********@*****.*** • Grand Prairie, TX

Summary

Highly dedicated professional with over 25 years of experience in high-volume customer support environments. Expert in providing comprehensive Email Support, Live Chat, and Phone Support while maintaining exceptional Customer Experience standards. Proven track record in Data Entry accuracy and utilizing Digital Collaboration Tools to streamline Administrative Operations in remote and office-based settings.

Work Experience

CUSTOMER SERVICE REP January 2004 – January 2023

FIRST AMERICAN PAYMENTS, BENBROOK, TX

Provided professional Phone Support and Email Support to resolve billing discrepancies and manage merchant account inquiries for thousands of clients.

Assisted customers with comprehensive account management and retention strategies, maintaining a 95% satisfaction rate through proactive problem-solving.

Identified and resolved technical issues via basic troubleshooting, utilizing Digital Collaboration Tools to coordinate with internal technical teams.

Maintained accurate Data Entry for delinquency records and executed professional collections processes to recover outstanding balances.

Collaborated with the sales team to perform upselling of payment products, increasing monthly recurring revenue from existing accounts by 10%.

CUSTOMER CARE ASSISTANT January 2000 – January 2004

REG ED, BENBROOK, TX

Maintained strict adherence to industry compliance standards while providing account guidance to financial professionals via digital support channels.

Provided technical support and basic troubleshooting for proprietary software platforms, ensuring high system uptime for users.

Assisted clients with administrative record-keeping and Data Entry into CRM systems to streamline regulatory reporting processes.

Collaborated with team members to identify process improvements in client interactions, enhancing the overall Customer Experience.

CUSTOMER SERVICE REP January 1996 – January 2000

BRINKS HOME AND SECURITY, BENBROOK, TX

Provided prompt and professional assistance for general account inquiries, handling payment processing and resolving billing questions.

Maintained consistent communication with customers regarding delinquent accounts, utilizing professional negotiation and collection techniques.

Identified opportunities for up-selling and cross-selling security features, contributing to increased territory revenue growth.

Collaborated with dispatch and administrative teams to ensure high responsiveness and quality of support for emergency monitoring clients.

Education

January 2006

Everest College

GED January 1989

Additional Skills

Support Channels: Email Support, Live Chat, Phone Support, Digital Collaboration Tools, Remote Work Support

Software & Technical Skills: CRM Software, Zendesk, Salesforce, Scheduling Software, Data Entry, Technical Support, Troubleshooting

Customer Operations: Customer Experience, Administrative Operations, Account Management, Compliance, Retention, Billing, Collections

Business Development: Up-selling, Cross-selling, Professional Communication, Collaborative Problem Solving

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