Customer Service Leader with 6+ Years Experience

RITA LONGE

Houston, TX - *****

Phone: 614-***-****/Email: *********@*****.***

PROFESSIONAL SUMMARY

Customer Service and Relations professional with 6+ years of experience supporting diverse customers in a fastpaced environments across logistics and technologyenabled services. Recognize for building strong relationships, resolving complex issues, and improving satisfaction scores through a clear communication channel and feedbacks. Adept at managing inquiries across phone, email, chat, and ticketing tools simultaneously balancing empathy with efficiency and adherence to policy.

CORE SKILLS

Customer service & client relations

Conflict resolution & deescalation

Active listening & empathy

Email, chat, and phone support

CRM & ticketing systems

Case documentation & knowledge base use

Complaint handling & issue ownership

Time management & multitasking

Cross functional collaboration with operations, IT, and leadership

Process improvement & feedback loops

Data entry accuracy & documentation control

PROFESSIONAL EXPERIENCE

Scrum Master / Customer Focused Project Coordinator

Microburst Solutions – Houston, TX

Feb. 2021 – Present

Serve as the primary point of contact between business stakeholders and the delivery teams, clarifying needs, track issues, and ensure timelines meet customer expectations.

Facilitate daily standups and working sessions that surface customer pain points early, reducing downstream escalations and rework.

Translation of nontechnical customer feedback into clear tasks and tickets, ensuring accurate documentation and faster resolution.

Monitor service metrics (response times, backlog, blocker counts) and escalate trends impacting internal and external customers.

Coach team members in communication, accountability, and expectationsetting, supporting a more reliable service experience.

Customer Service / Operations Support Specialist

JT Global – Edison, NJ

Jan 2016 – Feb. 2021

Responded to customer inquiries via phone and email, handling high volume queues while maintaining professional and calm communication.

Resolved order, scheduling, and service issues by researching account history, coordinating with internal teams, and following up with customers until closure.

Documented each interaction clearly and accurately in the CRM system to support handoffs, audits, and trend analysis.

Helped de escalate frustrated customers by listening carefully, acknowledging concerns, and offering practical options within policy.

Flagged recurring issues and process gaps to leadership and operations, contributing ideas for improving FAQs, scripts, and internal workflows.

Volunteer Senior People Management Team Lead

www.crowddoing.world – Remote

June 2024 – Present

Lead volunteer team supporting community members with questions, concerns, and requests for assistance.

Managed a shared inbox and messaging channels, ensuring timely and respectful responses to all inquiries.

Mediated interpersonal conflicts, using neutral language and factfinding to guide fair resolutions.

Onboard and coach new volunteers on service standards, communication tone, and documentation practices.

Communicated proactively with customers when delays or constraints arose, helping set realistic expectations and preserve trust.

ADDITIONAL INFORMATION

Tools: Microsoft Office (Word, Excel, Outlook), Zoom/Teams, Slack

EDUCATION

Bellevue University. Omaha Nebraska

Logistics and Supply Chain Management

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