Customer Success & Client Experience Professional

CORE SKILLS

Customer Success • Client Relationship Management •Customer Experience (CX) •Account Support • Case Management • Help Desk Support • Multi-Channel

Support (Voice, Email & SMS) • Ticket Management • CRM Systems • Salesforce •Zendesk • Shopify • SkuVault • Slack •Microsoft Teams • Citrix • Amazon WorkSpaces (AWS) •Escalation Management • Process Improvement • Quality

Assurance • Data Management • Cross-Functional Collaboration • Remote Support

PROFESSIONAL EXPERIENCE

TRANSWORLD SYSTEMS INC.

Remote Customer Service Representative – Student Loans

April 2025 – Present

•Manage borrower accounts by assisting with repayment options, account updates, documentation requirements, and servicing inquiries.

•Maintain a 98% First Call Resolution (FCR) rate through research, education, and effective issue resolution.

•Achieve a 93% Quality Assurance score by ensuring accuracy, compliance, and detailed account documentation.

•Maintain a 7-minute Average Handle Time (AHT) while balancing efficiency with customer experience.

•Track account activity, escalations, and follow-up actions to support timely resolution.

•Collaborate with internal teams to address complex account concerns and improve customer outcomes.

ALORICA

Remote Customer Service Representative

September 2024 – March 2025

•Supported customers with billing, account maintenance, technical concerns, service requests, and product-related inquiries.

•Delivered multi-channel support through voice, email, and SMS, ensuring consistent communication throughout the customer journey.

•Researched account information and provided tailored solutions based on customer needs.

•Processed account changes, payments, and service requests while maintaining data accuracy.

•Escalated complex concerns appropriately and followed established processes to ensure resolution.

•Utilized product knowledge and troubleshooting skills to improve customer satisfaction.

WORLD TRAVEL HOLDINGS

Remote Travel Agent

October 2023 – May 2024

•Managed 60+ daily customer cases within a ticket-based environment, prioritizing requests and ensuring timely follow-up.

•Guided clients through the complete travel lifecycle, including planning, reservations, modifications, cancellations, and post-booking support.

•Coordinated with suppliers and partners to resolve disruptions and provide seamless customer experiences.

•Maintained detailed booking records and customer preferences to support service continuity.

•Recommended travel solutions based on customer goals, preferences, and budget considerations.

TRUE GLORY HAIR

Store Manager

November 2021 – July 2023

•Led daily operations and customer experience initiatives within a high-volume beauty retail environment.

•Supported approximately $250,000 in quarterly sales through relationship building, product education, and personalized recommendations.

•Managed $60,000–$100,000 in inventory, ensuring accuracy through audits, reconciliation, and operational controls.

•Resolved customer concerns, managed service recovery situations, and supported retention through positive experiences.

•Partnered with vendors and leadership to improve inventory availability and operational efficiency.

•Trained team members on service standards and customer engagement practices.

EDUCATION

University of Phoenix

Bachelor of Science, Industrial & Organizational Psychology

June 2024 – Present

Georgia Piedmont Technical College

General Educational Development (GED), Tucker, Georgia

August 2009

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