Customer Solutions & Account Resolution Specialist

Kimberly Wells

**** *** *** **** *****, TX • *********.*****@*****.*** • 601.213.9212PROFESSIONAL SUMMARY

Results-driven Customer Solutions Specialist with experience in customer support, account management, and problem resolution across phone, chat, and email channels. Proven ability to analyze customer issues, navigate multiple systems, and deliver timely, accurate solutions. Background in financial services, CRM platforms, and e-commerce operations with a strong focus on customer satisfaction, retention, and efficiencyCORE COMPETENCIES

Customer Support (Phone, Chat, Email)

Account Research & Issue Resolution

CRM Systems (Salesforce, Shopify, GoHighLevel)

Order Management & Tracking

De-escalation & Conflict Resolution

Multitasking in High-Volume Environments

Data Entry & Accuracy

Microsoft Office 365 (Excel, Outlook, Word)

Cross-Functional Collaboration

Time Management & Adaptability

PROFESSIONAL EXPERIENCE

Project Manager / IP Analyst

Catalyst Corporate Federal Credit Union 2022 – 2025

Investigated and resolved client issues by analyzing account data and system activity

Utilized CRM and internal systems to track, document, and manage customer cases

Communicated status updates and solutions clearly to clients and internal stakeholders

Collaborated with cross-functional teams to resolve escalated issues efficiently

Managed multiple priorities while keeping accuracy and meeting deadlines

Loan Officer / Member Service Representative

Magnolia Federal Credit Union 2009 – 2017

Provided customer support for account inquiries, transactions, and loan services

Resolved complex customer issues using critical thinking and problem-solving skills

Handled escalated situations with professionalism and de-escalation techniques

Maintained compliance while delivering excellent customer experience

Achieved Top Loan & Credit Analyst recognition for 7 consecutive years

Owner / Customer Experience Manager

Purposely Made Kreations 2018 – Present

Provide customer support via email, chat, and social platforms for order inquiries and issues

Manage order processing, tracking, and customer communication using Shopify

Resolve customer concerns related to delays, product questions, and order updates

Maintain high customer satisfaction through timely and effective communication

Handle multiple customer interactions daily in a fast-paced environment

TECHNICAL SKILLS

Salesforce • Shopify • GoHighLevel CRM • Microsoft Excel • Outlook • Word • Google Workspace

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