Remote Member Benefits Support Specialist

KENNEDY COOK

Member Benefits Specialist · Member Outreach & Enrollment · Remote · Organized & Self-Motivated *************@*****.*** · 980-***-**** · B.S. Business Administration, Marketing · 5+ Years Remote Customer Support PROFESSIONAL SUMMARY

Organized, professional Customer Support specialist with 5+ years contacting and guiding members through processes over phone, email, and video, scheduling appointments, and helping people complete forms and applications accurately. I keep records current, follow up consistently until the process is complete, and explain options in plain, easy-to-understand language. I've worked fully remote for 5+ years, self-motivated and reliable without close supervision, and I bring more customer service experience than this role requires, along with genuine care for making a confusing process feel simple. WHY I'M A STRONG FIT FOR THIS ROLE

● Member Contact Across Channels: I contact and support customers by phone, email, and chat daily, comfortable adapting my communication style to fit the person and situation.

● Scheduling & Follow-Up: I've coordinated appointments and consistently followed up with customers throughout a process, making sure nothing falls through the cracks.

● Clear, Plain-Language Explanations: I break down complex information into simple, easy-to-follow steps, helping people feel confident rather than confused.

● Forms & Application Support: I've guided customers through completing online forms and account setup accurately, patiently walking through each step.

● Accurate Record-Keeping: I maintain detailed, up-to-date CRM records for every interaction, ensuring accuracy across the full process.

● Proven Remote Professional: I've worked fully remote for 5+ years, reliable, self-motivated, and comfortable managing my own workflow from a home office.

● More Experience Than Required: Customer service experience is noted as an asset for this role — I bring 5+ years of it, with a track record of exceeding performance expectations. EXPERIENCE

Logical Position 2025 – Present

Customer Support Automation & Operations Specialist · Remote

● Contact and support customers across phone, chat, and email, guiding them clearly through processes and next steps.

● Maintain accurate, up-to-date CRM records for every interaction, ensuring smooth follow-up and handoffs.

● Follow up consistently with customers throughout multi-step processes to ensure timely completion. QuickBooks — Intuit 2023 – 2025

Tier 2 SaaS Support Specialist · Remote

● Guided customers through account setup, forms, and process steps, explaining complex information in plain language.

● Maintained top-tier performance on first-contact resolution, CSAT, response time, and documentation accuracy — every quarter exceeded, every metric tracked.

● Collaborated cross-functionally with product and knowledge management teams to keep customer-facing content clear and accurate.

Benestream 2020 – 2023

Customer Support Representative · Remote

● Managed 250+ daily interactions across calls, chat, and email, scheduling follow-ups and maintaining accurate records.

● Guided customers step-by-step through unfamiliar processes with patience and clear communication. SKILLS & TOOLS

● Member Support & Communication: Phone, email & video outreach · Appointment scheduling & confirmation · Plain- language guidance · Forms/application assistance

● Organization & Follow-Through: Accurate record-keeping · Consistent follow-up · Self-motivated remote work · Reliable home office setup

● Tools & Platforms: Salesforce · Zendesk · Intercom (Fin AI) · Microsoft Office · Google Suite

● Core Traits: Professional & positive · Organized · Self-motivated · Clear communicator EDUCATION

Montclair State University — B.S. Business Administration, Marketing Class of 2024

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