Dedicated Customer Support Specialist and Analyst

Dana Maxwell

Outgoing Hardworking Customer Service Oriented

Arlington, TX 76010 +1-682-***-**** *************@*****.*** Professional Summary

Outgoing, Hardworking with the love of helping others. Enjoy working backend issues with a focus on Digital Platforms. Work Experience

Business Analyst L2 support

American Family /Kforce Remote

June 2023 to Present

Handle customer inquires thru Google Apps Analyst system. Create Incidents for customers for access.

Assist with Deletion .

Acted as a go-to expert and escalation point for high-impact, sensitive, or unresolved issues. Handle complex, multi-touch, or high-priority cases requiring coordination across multiple teams. Providing tier 1 and tier 2 support through inbound call queues and supporting ticketing systems Drive improvements in customer experience by identifying trends, creating documentation, or leading initiatives. Mentor and coach Specialists I and II; provide feedback and assist in onboarding/training. Collaborate closely with cross-functional leadership (Product, Engineering, Customer Success) to represent the voice of the customer.

Lead or participate in special projects, pilot programs, or support strategy initiatives. Analyze customer feedback and support data to identify areas for team or product improvement. Ensure adherence to high standards of security, privacy, and compliance in all customer interactions. Create Jira for issues and bugs that are found with detailed documentation on how to recreate the bug or issue. CSR - Customer Service Representative

Assurant/Andvaris Remote

December 2022 to May 2023

Answer inbounds calls

Explain Claim process

Advised Homeowner of disbursement

Customer Service Representative (WFH)

Chewy Dallas, TX

December 2021 to June 2022

Facilitate pet parents with purchases.

Track orders

Email customer

Input complaints.

Customer Service Representative Tier II

CCOPS Irving, TX

September 2021 to November 2021

Answer incoming calls from Credit union members.

Transfered funds.

Cancel Credit and Debit Cards

Assisted with mobile setup.

Customer Service Representative

AST/ NYC Department of Finance Brooklyn, NY

March 2019 to May 2019

• Answer inbound call for Property mad Water Lien.

• Answer customers question regarding debt owed.

• Direct customer's to NYC website so they can have access to information .

• Assisted with directing customers to proper department to further help with any other issues.

• Informed homeowner of how much they owed to the city of New York.

• Assisted in directing homeowner's to pay bill online or payment center.

• Informed homeowner if their home was on the lien list and directed them what to do to stop it.

• Informed homeowner of different discounts they may be eligible for.

• scanning document's into system

Administrative Assistant

Nory STEM Manhattan, NY

September 2018 to May 2019

• Handle all Teachers After school packing materials for lessons.

• Organize the office and all material in the office.

• Handle all incoming packages and returns.

• Assisted in training New hires.

• Assist with making sample projects .

• Maintained office clean up.

• scanning documents into system

Customer Service Representative(work from home)

Convergent Outsourcing(Temp Job) Dayton, OH

October 2014 to January 2017

• Answer Inbound calls regarding billing issues, purchase of products.

• Answering inquires about tracking issues, equipment issues and any complaints. Office Coordinator

Joystar Dallas, TX

September 2010 to January 2015

• Communicated and coordinated with physicians, therapists, pharmacy, and ancillary providers to ensure residents received necessary visits, medications, and follow-up.

• Communicated with executive director and other department coordinators to ensure the health and well-being of residents were being met per regulatory compliance and guidelines.

• Assisted in the hiring, training, coaching and disciplining of clinical team Customer Service Agent

Hotels.com Call Center

December 2007 to June 2010

• Handled 150 inbound calls daily

• Assisted customers with all new account set up.

• Handled all inquires regarding travel and hotel booking. QA Supervisor, Escalated Supervisor

ACS/Sprint Business Solutions Call Center

January 2005 to June 2008

Rose fast within company starting as a CSA and moving up very fast culminating with a Floor Supervisor position. Collaborated with customer care managers to create strategic plans to enhance customer satisfaction within the call center environment.

• Coach and monitor agents on a daily basis

• Introduced training programs that enhanced employee performance and helped build a motivated workforce.

• Enhanced employee performance and attendance through daily monitoring of Real Time Adherence.

• Handle interviews of potential employees.

• Coordinated schedules for employees.

• Handle all call out replacements.

Supervisor

ACS/Sprint Business Solutions Call Center

June 2007 to February 2008

Collections Specialist

CITIGROUP Irving, TX

January 2003 to December 2005

Collection I/ Back End,

• Effective & professional, phone commutation skills with external customers as well as co-worker.

• I posses several awards for superior customer service and conflict resolution with clients.

• Contact clients on account and update system with and new information.

• Collect, negotiate payments and give follow- up calls Education

English (Some college)

Southwestern Christian College Terrell, TX

August 1994 to December 1995

High school diploma or GED

Skills

Salesforce Datadog Customer Care CSR Research Interviewing Warehouse experience Payroll English Phone etiquette Office Management CRM Software Google Docs Apex Quality Assurance Call Center Customer Support E-commerce Supervising experience Proofreading Basic math Writing Skills Administrative Experience Customer Service Negotiation Typing Live chat Human Resources Microsoft Office Attention to detail Conflict Management

Certifications and Licenses

Driver's License

Additional Information

Authorized to work in the US for any employer

• Areas of Expertise

Customer Service Management

Complaint Handling & Resolution

Back end Collections

Customer Satisfaction Enhancement

Front-End Supervision

Increased collection revenue

Proficient in MS Office System

AS400, Aspect7.0

Citrix3.0 and RTA

Microsoft 365

Microsoft Teams

Goggle Suite All applications

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