Customer Success & CRM Support Specialist

ASHLEY MELTON

817-***-**** ***********@*****.***

Customer Success Specialist Client Experience CRM SaaS Support

PROFESSIONAL SUMMARY

Customer Success professional with 5+ years of experience delivering exceptional client support in high-volume, fast-paced environments. Skilled in customer relationship management, account support, CRM and SaaS platforms, issue resolution, and cross-functional collaboration. Recognized for consistently meeting quality metrics, resolving complex customer concerns, maintaining compliance, and building trusted client relationships that improve satisfaction and retention.

KEY ACHIEVEMENTS

Supported high-volume customer interactions while consistently meeting quality and productivity standards.

Managed customer accounts, documentation, and compliance in government-supported programs.

Leveraged ServiceNow, Salesforce Insights, NICE inContact, and CRM platforms to resolve account issues.

Built a foundation in CRM strategy through Coursera's Customer Relationship Management Certificate.

TECHNICAL SKILLS

CRM Systems • ServiceNow • Salesforce Insights • NICE inContact • SaaS Platforms • Microsoft Office • Data Entry • Documentation • Account Management • Customer Retention • Client Onboarding • Technical Support • AI Automation

PROFESSIONAL EXPERIENCE

Customer Support Agent Accenture (TN DHS) Oct 2024 – Apr 2026

Resolved complex account and technical issues across phone and chat channels.

Documented customer interactions and maintained accurate CRM records.

Educated customers on services and platform processes.

Partnered with internal teams to resolve escalated issues and improve customer outcomes.

Benefit Support Specialist (Official Title: Customer Service Associate) Adecco (TN P-EBT) Oct 2021 – Oct 2024

Processed appeals, updated customer information, and issued replacement benefit cards.

Guided customers through applications and eligibility requirements.

Investigated account discrepancies and maintained accurate case documentation.

Protected confidential information while ensuring compliance and service excellence.

EDUCATION & CERTIFICATIONS

Cedar Valley College – Associate Studies in Communications/Journalism (In Progress)

Customer Relationship Management (CRM) Certificate – Coursera (2026)

Relevant Coursework: Salesforce Fundamentals, Customer Success Foundations, AI Automation, Project Management

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