Customer Support & Coaching Specialist

Deirdre S. Parker

***** ******** ***** **********, ** 77346 +1-678-***-**** **.*******@*****.*** Professional Summary

Dynamic professional with 15+ years of customer support and technical assistance experience. Adept at managing client inquiries, detailed record keeping, and resolving complex issues in fast-paced, remote settings. Demonstrated expertise in account support and operational efficiency, ensuring exceptional service and client satisfaction across diverse industries.

Work Experience

LIFE COACH/MENTOR

BLUE WINGS 4 HIRE Houston, TX

October 2024 to Present

• Conduct individual and group coaching sessions to develop client communication, time management, and goal-setting skills

• Assess client needs and create tailored coaching plans to achieve desired outcomes

• Maintain detailed records of client progress and session outcomes to track improvements

• Lead workshops and training sessions to enhance client life skills and engagement

• Collaborate with external organizations to provide comprehensive client support and resources

• Stay updated on best practices in coaching to continuously improve client service COMMUNICATION ADVOCATE

NEXT LEVEL URGENT CARE Houston, TX

March 2024 to Present

• Respond to inbound calls across multiple clinic locations, providing clear information on services and scheduling

• Schedule patient visits accurately, communicating appointment details and preparation requirements

• Document all communications with internal and external customers promptly and accurately

• Ensure confidentiality and security of sensitive patient information in compliance with regulations

• Resolve customer inquiries effectively using professional phone etiquette to maintain satisfaction

• Manage lab and electronic correspondence, ensuring proper distribution and follow-up

• Support operational efficiency by handling additional assigned duties as needed DIRECT SUPPORT PROFESSIONAL

THE CENTER FOR PURSUIT Houston, TX

November 2023 to May 2024

• Instruct and train adults with developmental disabilities in daily living skills and community awareness

• Perform assessments and implement consumer program plans, documenting progress under coordinator guidance

• Monitor safety and health needs of consumers, ensuring a secure and supportive environment

• Conduct training sessions on grooming, hygiene, and personal safety to enhance client independence

• Organize and participate in community field trips to promote social engagement and skill application CUSTOMER SERVICE SALES

LPC PERSONNEL (CHAMPION ENERGY SERVICES) Houston, TX July 2022 to February 2023

• Provided prospective customers with detailed information on energy costs and service processing

• Finalized new contracts and renewed existing agreements, ensuring customer understanding and satisfaction

• Processed payments accurately for new and recurring services, maintaining account integrity

• Restored service promptly after interruptions to minimize customer inconvenience TECHNICAL SUPPORT (TIER 2)

TELEPERFORMANCE COMMUNICATIONS Remote

June 2020 to July 2022

• Responded to customer inquiries with active listening and tailored support to resolve issues efficiently

• Troubleshot mobile technology and system problems, educating customers on solutions and next steps

• Maintained confidentiality of customer information and ensured data accuracy in support systems

• Aimed for first-call resolution by leveraging advanced product knowledge and proactive problem-solving

• Utilized software tools to accurately source and input customer data related to inquiries CUSTOMER SERVICE REPRESENTATIVE

ABC FINANCIAL SERVICES Remote

November 2017 to June 2018

• Managed incoming calls and responded to customer account inquiries with professionalism

• Demonstrated thorough knowledge of organizational policies and procedures to assist clients

• Achieved and exceeded performance goals while collaborating with team members

• Maintained high client satisfaction to support business retention and loyalty ENGAGEMENT TEAM SPECIALIST

THE GO SOLUTION Houston, TX

April 2017 to November 2017

• Delivered exceptional customer service to ensure high levels of client satisfaction

• Handled escalated customer issues promptly, resolving conflicts effectively

• Provided on-the-job training to new staff on company processes and customer service standards

• Managed cash and credit transactions, assisting with daily deposit reconciliation

• Followed safety and security procedures to maintain a safe store environment

• Promoted teamwork and collaboration to enhance operational efficiency

• Up-sold products to increase sales and retain customer business CUSTOMER SERVICE REPRESENTATIVE I/ESCALATION SPECIALIST/ECARE ONLINE SUPPORT AT&T Baton Rouge, LA

January 2004 to March 2016

• Answered and screened high-volume calls, processing orders and routing appropriately

• Resolved customer complaints empathetically and professionally to maintain satisfaction

• Maintained efficient filing and record management systems for accurate documentation

• Managed administrative tasks and multitasked effectively to meet deadlines

• Ensured detailed reporting of incidents and maintained organized work environment

• Analyzed data and resolved problems within designated timelines to support operations Education

General Studies (High School Diploma)

Belaire High School Baton Rouge, LA

August 1981 to May 1985

Skills

customer service customer inquiry resolution effective communication confidential information handling problem resolution active listening administrative tasks record keeping team collaboration training time management planning operations supporting daily operations coordinating operations sales

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