Customer Support Specialist (CRM & Remote)

Irlene Potts

347-***-**** **********@*****.*** Atlanta, GA

Experienced professional with a strong background in customer support specializing in delivering efficient, empathetic solutions in high-volume environments. Skilled in CRM software, active listening, and cross-functional collaboration to enhance customer satisfaction and streamline processes. Experience

Remote Customer Support Specialist Taboo Inc- Contract AUG '21 - MAY '26

Delivered high-quality customer support through chat and email channels within a fast-paced remote environment while maintaining professionalism and empathy Managed 70+ customer conversations and support tickets daily while consistently meeting SLA response times and productivity expectations

Assisted customers with account navigation, troubleshooting, feature guidance, billing questions, and platform-related inquiries

Maintained customer satisfaction and quality assurance metrics above departmental expectations through accurate and solution-focused support

Utilized Intercom, Salesforce, Slack, HubSpot, and Google Workspace to manage customer interactions, documentation, escalations, and workflow tracking

Collaborated cross-functionally with operations, technical support, and internal teams to resolve escalated issues efficiently

Updated internal knowledge bases, support documentation, and customer records to improve operational accuracy and workflow consistency

Customer Service Representative DOE

JUL '16 - AUG '21

Managed 80+ inbound customer interactions daily involving billing inquiries, payment support, account troubleshooting, and service resolution

Assisted customers with account balances, payment arrangements, billing disputes, refunds, and transaction-related concerns while maintaining professionalism and empathy Maintained customer satisfaction and quality assurance metrics above departmental expectations in a fast- paced remote environment

Utilized Salesforce, HubSpot, and CRM platforms to document customer interactions, update account information, and track issue resolution

Resolved escalated customer concerns efficiently through active listening, problem-solving, and de- escalation techniques

Processed account updates, payment requests, and billing adjustments while ensuring compliance with company policies and procedures

Collaborated cross-functionally with operations, billing departments, and leadership teams to improve customer resolution times

Consistently met KPI goals related to call handling, response times, productivity, and customer experience metrics

Patient Access Representative Lincoln Hospital Center JUN '14 - MAY '16

Ensured compliance with all HIPAA regulations regarding patient privacy and confidentiality. Registered patients by obtaining necessary and accurate financial and demographic information. Provided excellent customer service to patients and their families. Answered incoming calls promptly and professionally, addressing customer inquiries with empathy and understanding.

Managed difficult situations calmly and effectively while maintaining a positive attitude towards customers. Proficiently handled high call volumes while maintaining quality service standards. Met performance goals and call center metrics in fast-paced performance setting. Answered calls, left voicemails, and scheduled follow-up calls to drive customer engagement. Education

Herkimer Community College

Associates Degree in Psychology

Skills

Customer Support Operations Intercom Ticket Management HubSpot CRM Administration Healthcare SaaS Support Customer Onboarding Assistance Escalation & Case Resolution Customer Satisfaction (CSAT) Performance Cross-Functional Team Partnership Written Communication & Email Support Remote Startup Environment Experience Call center experience Active listening Adaptability and flexibility CRM software

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