Client Experience Specialist - SaaS & Call Centers

Curtis McCoy

843-***-**** • ***********@******.***

Summary

High-performance Client Experience Specialist with over 12 years of experience delivering high-touch client support within SaaS and high-volume call center environments. Expert in leveraging Salesforce and telephonic support systems optimization to resolve complex client needs for legal and professional services. Proven track record in product improvement advocacy and active listening to lead client satisfaction initiatives and support SaaS platform growth.

Work Experience

Customer Service & Sales 2008 – December 2011

TELESPECTRUM (WORLDWIDE), USA

• Lead sales and verification processes for licensed accidental and life insurance, requiring strict adherence to legal services support standards and compliance.

• Optimize telephonic support systems across multiple global campaigns to increase conversion and retention rates for complex insurance products.

• Utilize Salesforce to manage client data and ensure accurate documentation of licensed sales activities and telephonic interactions.

• Advocate for client-first solutions while managing high-volume call traffic, ensuring efficient resolution of service and sales inquiries.

411 Operator 2012 – December 2015

VERIZON, USA

• Optimize telephonic support systems by delivering rapid, accurate information in a high-volume call center environment while maintaining strict KPIs.

• Exercise active listening to capture precise client requirements and minimize wait times through efficient data retrieval and navigation of internal systems.

• Lead information service protocols to ensure high-performance metrics and exceptional client satisfaction across all telephonic interactions.

• Resolve data-driven information gaps for a diverse client base utilizing advanced telephonic support tools and platforms.

Service Roles 2016 – December 2019

VACATION MYRTLE, MYRTLE BEACH, SC

• Embrace a high-performance service culture to resolve complex guest needs and provide exceptional, high-touch client support in fast-paced environments.

• Lead complex service coordination and logistics, demonstrating adaptability to meet specific legal and regulatory service requirements for guests.

• Advocate for service excellence and proactive client engagement, ensuring 100% resolution of escalated hospitality service issues.

• Optimize communication workflows to ensure seamless client experience delivery and cross-functional team collaboration.

Customer Support 2020 – December 2023

MONSTER, USA

• Advocate for client success within a global SaaS platform environment, ensuring high-touch support and efficient resolution of complex account filing needs.

• Lead product improvement advocacy efforts by translating client feedback and technical pain points into actionable insights for internal product teams.

• Resolve intricate platform issues using active listening and advanced problem-solving techniques to support legal services support documentation.

• Optimize team operations by leveraging Salesforce and internal CRM tools to track and enhance client relationship management.

Education

Customer service training, communication workshops, and professional development Customer service training, communication workshops, and professional development Additional Skills

Technical Skills & SaaS: Salesforce, SaaS, Telephonic support systems optimization, Legal services support, Product improvement advocacy, Call Center experience Telephonic & CRM Platforms: DialPad, Five9, Avaya, Sabre, Amadeus, Opera Core Competencies: Active listening, High-touch client support, Conflict resolution, Relationship Building, Problem-solving, Team Collaboration

Tools & Productivity: Word (Advanced), Excel (Intermediate), Outlook Languages

• English

• French

Additional Information

Availability: Flexible, including weekends and holidays, References available upon request

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