Customer Service Specialist with Strong Resolution Skills

AREER SUMMARY

Dedicated and results-driven Customer Service Representative with a proven track record of delivering excellent customer experiences

and driving customer satisfaction. Skilled in handling inquiries, resolving issues, and building strong customer relationships. Proficient in

using customer service software/systems and communication tools.

WORK EXPERIENCE

Apple Project

Customer Care Specialist Jul 2019 - Present

• Handle incoming customer inquiries via phone, email, and chat, maintaining a 95% customer satisfaction rating.

• Resolve customer issues promptly and effectively, reducing resolution time by 20%.

• Manage an average of 50+ customer interactions per day, ensuring high-quality service standards.

• Utilize CRM software (e.g., Salesforce) for case management and customer data analysis.

• Collaborate with cross-functional teams to escalate and resolve complex customer issues. • Provide product support

and troubleshooting guidance to customers.

Carecentrix

Senior Customer Service Representative Jan 2017 – Jun 2019

• Led a team of customer care representatives, providing coaching and support to ensure excellent service delivery.

• Implemented process improvements that resulted in a 15% reduction in customer complaints.

• Analyzed customer feedback and data to identify trends and improve service offerings. • Managed customer

accounts and subscriptions, ensuring accuracy and completeness.

• Conducted training sessions for new hires on customer care processes and best practices. • Handled

escalated customer issues and complaints, resolving them to the satisfaction of customers.

Terminex

Customer Support Specialist Aug 2014 – Jan 2017

• Provided technical support and assistance to customers, troubleshooting software and hardware issues.

• Managed a high volume of support tickets, maintaining a response time of under 24 hours.

• Utilized ticketing systems (e.g., Freshdesk) for case tracking and resolution.

• Assisted in the development of knowledge base articles and FAQs for self-service support.

• Conducted product demonstrations and training sessions for customers. • Collaborated with product development teams

to relay customer feedback and improve product features.

Walmart

Customer Care Associate Jan 2012 – Aug 2014

• Handled billing inquiries and account management for customers, ensuring billing accuracy and resolving billing disputes.

• Processed customer orders and returns, maintaining accurate order records.

• Managed customer databases and updated customer information as needed.

• Assisted in outbound customer outreach campaigns to gather feedback and promote new products/services.

• Conducted follow-up calls and emails to ensure customer satisfaction and retention.

• Utilized Microsoft Excel for data entry and reporting on customer interactions and resolutions.EDUCATION

Oakhaven High School

SKILLS

Customer Service Excellence Communication Skills Problem-Solving

Conflict Resolution

Active Listening Empathy and Patience

Time Management Multitasking

Attention to Detail Adaptability

Relationship Building Technical Support

Data Entry CRM Software (e.g., Salesforce, Zendesk)

Ticketing Systems Email and Chat Support

Microsoft Office Suite Social Media Management Call

Handling Team Collaboration

SOFTWARE/SYSTEM EXPERTISE:

Salesforce

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