Empathetic Client Support Specialist with 20+ Years

Nina Lindsey

601-***-**** • ***********@*****.*** • Hattiesburg, MS

Summary

Values-driven Client Support Professional with over 20 years of experience providing world-class, empathetic service across financial and telecommunications sectors. Expert in managing high-volume ticket management and record keeping within CRM environments like Salesforce to optimize client operations. Dedicated to providing conscientious support through heart and humility, while proactively driving product improvement identification to empower users and streamline business processes. Work Experience

Mortgage Customer Service Representative September 2003 – Present REGIONS MORTGAGE, HATTIESBURG MS 39401

Resolve a high volume of complex client inquiries across phone communication, email communication, and live chat channels with a focus on world-class platform support.

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Advise clients on detailed mortgage items and platform procedures, ensuring diligent record keeping and ticket management to drive issue resolution.

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Empower internal and external stakeholders by demonstrating empathy and humility in every interaction, maintaining a supportive tone for all platform users.

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Refine service delivery by identifying product improvement identification opportunities and documenting client feedback to optimize business processes.

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Customer Account Executive July 2001 – December 2002 COMCAST CABLEVISION, HATTIESBURG MS 39401

Resolved technical issues and billing complaints for a high-volume client base using advanced troubleshooting and conscientious support methodologies.

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Advised customers on platform features and service tiers, ensuring high volume prioritization to meet client needs and optimize retention.

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Documented new account establishments and service modifications within the CRM to maintain data integrity and accurate record keeping.

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Refined the client onboarding experience by providing knowledgeable guidance on technical products and service offerings.

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Customer Service Representative October 2000 – May 2001 CONVERGYS, HATTIESBURG MS 39401

Managed intensive ticket management workflows for high-profile clients including Walmart.com and AT&T, focusing on customer retention and satisfaction.

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Resolved general billing and order status inquiries while maintaining meticulous record keeping for all customer interactions.

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Advised clients on service value propositions, successfully promoting long-distance programs through effective phone communication.

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Empowered customers with clear information, reducing escalation rates through proactive problem-solving and support.

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Machine Operator January 1995 – October 2000

MURRAY MAIL-WELL CORP., HATTIESBURG MS 39401

• Refined production workflows to meet high-volume daily quotas, ensuring product quality and process efficiency. Empowered new employees by leading technical training sessions and providing mentorship on quality inspection protocols.

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Documented quality control metrics and shipping preparation tasks to ensure 100% accuracy in high-volume logistics operations.

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Resolved operational bottlenecks through diligent monitoring and proactive maintenance of production machinery.

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Education

Degree of Proficiency in Respiratory Therapy August 1991 – August 1992 PEARL RIVER VOCATIONAL CENTER, HATTIESBURG MS 39401 Electronic Data Processing September 1983 – June 1984 PASSAIC COUNTY COMMUNITY COLLEGE, PATERSON NJ 07504 GED June 1983

EASTSIDE HIGH SCHOOL

Additional Skills

Client Support & Operations: CRM, Salesforce, Ticket Management, Record Keeping, High Volume Prioritization, Product Improvement Identification Technical & Digital Communication: Phone Communication, Email Communication, Live Chat Support, Technical Troubleshooting, AI Concepts

Soft Skills & Values: Empathy, Humility, Conscientious Support, Active Listening, Mentorship References

References are available on request.

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