Customer Service Specialist with CRM Expertise
Resume:
Ebonie Holloway
Customer Service Representative
Hanover, MD 21076
*************@*****.***
SKILLS
Strong customer service support. Conflict resolution and problem solving. CRM Systems (Salesforce, Zendesk, etc). Call documentation and Data Entry. Time Management. Active Listening. Multi-tasking in fast paced environments. EXPERIENCE
Johnson Telecommunications - Customer Service Specialist (Remote) 01/2021 -Present
● Handled an average of 60-70 inbound/outbound calls per day while maintaining high customer satisfaction
● Resolved customer inquiries related to billing, technical support, and account management
● Accurately documented interactions in CRM systems
● Met or exceeded KPIs including call quality, attendance, and resolution time
● Escalated complex issues to supervisors when necessary
● Maintained a professional and empathetic tone in high-stress situations Working Solutions - Customer Service Representative (Remote) 11/2019 - 12/2020
● Handled inbound/outbound calls and emails
● Support questions related to benefits, eligibility, and orders
● Resolve issues efficiently and quickly
● Document interactions in multiple systems
EDUCATION
Crossland High School, Camp Springs, MD - High School Diploma 08/2004
Bryant & Stratton University, Online- Associates Degree KEY ACHIEVEMENTS
● Achieved 95%+ of customer satisfaction ratings
● Consistently met sales or retention targets
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