Customer Service Specialist - CRM & Issue Resolution Expert

Gift Dorsey

**********@*****.*** 470-***-****

Professional Summary

Customer-focused professional with 5+ years of experience delivering high-quality support in fast-paced environments. Proven ability to resolve customer issues efficiently, manage high-volume inquiries, and provide clear, empathetic communication. Skilled in problem-solving, CRM systems, and cross-functional collaboration to enhance customer satisfaction and streamline service processes.

Work Experience

Amazon

Customer Service Specialist

Sept 2022 – Present

●Managed 40–60+ customer interactions daily via phone, chat, and email, ensuring timely and accurate resolution of inquiries.

●Maintained an average handling time (AHT) of 8–12 minutes while consistently meeting quality and performance metrics.

●Resolved complex account, order, and transaction issues, achieving high first-contact resolution rates.

●Provided clear, empathetic communication to customers, improving overall satisfaction and retention.

●Documented customer interactions and case details in CRM systems with 98%+ accuracy.

●Collaborated with internal teams (operations, escalations, and technical support) to resolve complex customer concerns.

●Prioritized urgent and high-risk cases, consistently meeting deadlines in a fast-paced environment.

●Used Excel (pivot tables, reports) to identify trends and suggest improvements to service efficiency.

Epic Systems

Healthcare Customer Support Specialist

Jan 2019 – As Needed

●Delivered support to 50+ patients and healthcare staff daily, ensuring efficient service and issue resolution.

●Assisted with scheduling, account inquiries, and system navigation, improving overall patient experience.

●Resolved system access and technical issues for providers and staff, minimizing workflow disruptions.

●Trained 20+ staff members on system usage, increasing accuracy and reducing onboarding time.

●Verified insurance and patient information with 95%+ accuracy, reducing billing errors.

●Managed multiple requests simultaneously while maintaining strong attention to detail.

●Provided both remote and on-site support, improving user confidence and system adoption.

●Prioritized urgent patient and provider needs, ensuring timely and effective resolutions.

Education

Southern New Hampshire university

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