Remote Administrative and Customer Support Specialist
Resume:
EUGENE L. WEST JR
CAREER SUMMARY
Detail-oriented and highly adaptable professional with proven success in remote work environments. Skilled in providing exceptional customer service, administrative support and problem-solving across diverse industries. Excellent at managing times, meeting deadlines, and working independently while maintaining high productivity standards. Seeking a remote position where I can leverage my organizational skills, communication, and abilities to support business goals. WORK HISTORY
EFINANCIAL FIDELITY LIFE 08/2025-current
SALES REPRESENTATIVE/LIFE INSURANCE (REMOTE/WFH)
• Assist familied with life insurance needs by explaining policy options and guiding customers through the enrollment process.
• Provides empathetic customer support while building strong client relationships and maintaining high customer satisfaction.
• Manage policy inquiries, application assistance, and follow-up communication for existing and prospective clients.
• Utilize digital platforms and CRM tools to streamline customer interactions and improve efficiency.
• Support underwriting and claims-related processed by ensuring accurate documentation and timely communication.
CENTURY SUPPORT SERVICE 10/2024-08/2025
CUSTOMER SERVICE REPRESENTATIVE (REMOTE/WFH)
• Respond to inbound customer inquiries via phone and email, providing accurate information regarding debt settlement programs, account status, and next steps.
• Maintain a calm, empathetic, and professional demeanor when handling escalated customer concerns and complaints.
• Educate clients on program policies, timelines, and expectations to promote understanding and reduce cancellation rates.
• Accurately update and maintain customer records in CRM systems, ensuring all interactions are logged and action steps are documented.
• Collaborate with cross-functional teams including Payment Processing and Client Services to ensure timely resolution of issues.
• Meet and exceed performance metrics including customer satisfaction scores, call handling time, and daily productivity goals.
• Uphold compliance with company policies and regulatory guidelines to protect client information and ensure program integrity.
• Utilize conflict resolution and active listening skills to de-escalate high-stress situations and retain customers within the program.
• Participate in ongoing training to stay current with product knowledge, policy updates, and best practices in customer care.
BEYOND FINANCE 02/2021-10/2024
CERTIFIED DEBT SPECIALIST (REMOTE/WFH)
• Provide personalized debt relief consultations to clients, assessing financial situations and presenting customized program solutions to support long-term financial stability.
• Conduct outbound and inbound calls to educate clients on debt settlement options, program benefits, and next steps toward enrollment.
• Build trust and rapport with clients by demonstrating empathy, transparency, and a strong understanding of financial hardship challenges.
• Achieve and maintain high conversion rates through persuasive communication, ethical sales practices, and deep knowledge of financial products.
• Assist clients in completing applications, submitting documentation, and understanding terms of agreement, ensuring accuracy and compliance.
• Manage a pipeline of prospective clients, followed up regularly to drive enrollment, and maintain detailed records using CRM systems.
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EDUCATION
HIGH SCHOOL DIPLOMA
CORE COMPETENCIES
MICROSOFT OFFICE
CUSTOMER SERVICE
REMOTE/WFH
CLIENT RELATIONS
TEAM PLAYER
VERBAL/WRITTEN
COMMUNICATION SKILLS
PROBLEM-SOLVING
PAYMENT PROCESSING
LEADERSHIP
GOAL-ORIENTED
ORGANIZATIONAL SKILLS
RECORD-KEEPING
PROCESS IMPROVEMENT
ANALYTICAL THINKING
LEADERSHIP
BUSINESS OPERATIONS
BUDGETING
EW
TIDE MANAGER 06/2020-02/2021
COUNTER MANAGER
• Oversaw daily operations of the retail counter, ensuring exceptional customer service, smooth transactions, and efficient workflow.
• Trained, supervised, and motivated front-line staff, fostering a team environment focused on achieving sales and service goals.
• Handled customer inquiries and resolved complaints promptly to maintain satisfaction and loyalty.
• Managed inventory levels, performed restocking duties, and coordinated with vendors to ensure consistent product availability.
• Generated daily sales reports and performance summaries to support business decision- making and track progress against targets.
DOLLAR TREE 01/2019-04/2020
OPERATIONS MANAGER
• Led and supervised a team of 10+ associates, delegating tasks, setting performance expectations, and ensuring accountability across all shifts.
• Trained new hires and coached existing staff on store policies, customer service standards, and safety protocols to promote a productive and compliant work environment.
• Oversaw daily store operations, including opening/closing procedures, cash handling, and inventory management to ensure smooth business functionality.
• Conducted regular team meetings to communicate goals, address challenges, and recognize high performance, fostering a culture of collaboration and motivation.
• Partnered with Store Manager to implement strategic plans that improved operational efficiency, increased staff productivity, and elevated the overall customer experience. ALORICA 07/2017-12/2018
CUSTOMER SERVICE REPRESENTATIVE (REMOTE/WFH)
• Provided high-quality customer support via inbound calls, emails, and chat, assisting customers with account inquiries, billing concerns, and troubleshooting product or service issues.
• Delivered accurate information about products, services, and policies while maintaining a professional and empathetic tone to ensure customer satisfaction.
• Resolved escalated customer complaints efficiently, identifying customer needs and providing timely solutions to improve first-call resolution rates.
• Utilized multiple systems and software applications simultaneously to access account information, process transactions, and update customer records in real-time.
• Met and exceeded key performance indicators (KPIs) including average handle time, customer satisfaction scores, and quality assurance standards. OTHER POSITIONS HELD:
• SAMS CLUB/ASSISTANT STORE MANAGER
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EW
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