Customer Support & Quality Enhancement Specialist
Resume:
A’majha Slade
Winterville NC ****0
********@*****.***
Skills
Customer Service & Support • Customer Relationship Management • Issue Resolution & Troubleshooting • Customer Inquiry Management • Phone, Email & Digital Support • Complaint Resolution • Account & Service Support • Customer Retention • Case Documentation • Data Entry
& Recordkeeping • CRM & Database Systems • Cross-Functional Collaboration • Client Communication • Conflict Resolution • Needs Assessment • Escalation Management • Remote Work • Microsoft Office • Time Management • Multitasking . Experience
Martin-Pitt Partnership for Children
QUEST Quality Enhancement Specialist July 2025 – Present
• Provide individualized consultation and ongoing support to clients and program partners based on identified needs, goals, and service expectations.
• Build and maintain positive professional relationships through responsive communication, active listening, follow-up, and problem resolution.
• Assess client needs and coordinate appropriate resources, recommendations, and support services.
• Manage multiple client relationships, appointments, service requests, and follow-up responsibilities independently.
• Maintain accurate documentation of interactions, services provided, progress, and outcomes.
• Communicate complex program information, requirements, and recommendations in a clear and customer-friendly manner.
• Coordinate with internal team members and external partners to address client needs and resolve concerns.
• Facilitate meetings, trainings, and informational sessions for diverse audiences.
• Prioritize competing responsibilities while meeting deadlines and maintaining high standards of service.
Martin-Pitt Partnership for Children
NC Regional Family Child Care Consultant October 2023 – June 2025
• Managed relationships with providers throughout the region and served as a consistent point of contact for questions, resources, and individualized support. 2
• Responded to client inquiries and identified appropriate solutions, resources, referrals, and next steps.
• Coordinated virtual and in-person consultations, meetings, professional development, and follow-up services.
• Maintained regular communication with clients and community partners to support engagement and service satisfaction.
• Managed multiple priorities independently while maintaining organized records, documentation, scheduling, and follow-up.
• Collaborated with internal teams and external partners to coordinate services and resolve client needs.
PNC
Customer Service Representative — Remote August 2021 – July 2025
• Provided customer service and account support while maintaining professionalism, accuracy, confidentiality, and customer satisfaction.
• Received, investigated, and responded to customer inquiries regarding accounts, products, services, transactions, and service-related concerns.
• Researched customer issues and identified appropriate solutions to resolve concerns efficiently.
• Managed complex and recurring customer concerns and escalated issues when additional assistance was required.
• Educated customers on available products, services, processes, and self-service options based on individual needs.
• Documented customer interactions, service requests, resolutions, and follow-up actions accurately within company systems.
• Collaborated with internal departments to research concerns and coordinate effective resolutions.
• Utilized active listening, empathy, problem-solving, and de-escalation techniques during challenging customer interactions.
• Managed a high volume of customer interactions while meeting quality, accuracy, productivity, and service expectations.
• Successfully worked in a remote environment while independently managing technology, communication, documentation, and daily performance expectations. Greene Lamp Community Action — Kinston, NC
Parent Engagement Coordinator / Family Services Coordinator November 2022 – January 2024
• Served as a primary point of contact for families and provided individualized support, resources, referrals, and follow-up services.
• Conducted needs assessments and assisted families with identifying appropriate community and organizational resources.
• Maintained consistent communication with families, staff, and community partners to coordinate 3
services and address concerns.
• Planned and coordinated parent workshops, family events, meetings, and engagement activities.
• Maintained accurate participant records, service documentation, program data, and outcome information.
• Built collaborative relationships with community organizations and service providers to expand available resources.
• Assisted families with navigating services and resolving barriers using a supportive, solutions-focused approach.
Focus Services
Customer Service Representative April 2019 – November 2022
• Handled inbound and outbound customer interactions while providing timely and professional assistance.
• Responded to customer questions, concerns, complaints, and service-related requests.
• Identified customer needs and provided appropriate information and solutions.
• Utilized problem-solving and de-escalation techniques to address customer concerns and improve satisfaction.
• Supported customer retention by addressing concerns and identifying appropriate resolutions.
• Accurately documented customer interactions and account information within company systems.
• Followed company procedures, service standards, and confidentiality requirements.
• Maintained productivity, quality, attendance, and customer service performance expectations Education
Liberty University
Master’s in Nonprofit Management — In Progress
August 2025 – Present
East Carolina University
Bachelor of Science in Human Development and Family Studies Minor in Child Life Education
May 2022
Awards
NC Early Education Certification — Level 11 • Human Services Certificate • CPR & First Aid Certification • Certified CPR & First Aid Instructor
Contact this candidate