Customer Service & Technical Support Specialist

KAMILA WOODS

+1-601-***-**** ***************@*****.***

Professional Summary

Dynamic customer service specialist with 3+ years of experience in technical support and call center environments. Adept at managing high call volumes, scheduling appointments, and maintaining accurate data using CRM systems. Proven skills in conflict management, effective communication, and leveraging technical proficiency to ensure excellent customer interactions.

Work Experience

Technical Support Specialist

APT Companies Remote

August 2024 to May 2025

• Scheduled and coordinated appointments while managing inbound and outbound customer calls in a fast-paced environment

• Entered and maintained accurate customer interaction data using Salesforce CRM system to ensure up-to-date records

• Provided technical support resolving hardware and software issues for over 40 customers daily, maintaining a 98% satisfaction rate

• Built rapport with customers to resolve concerns and retain their business through effective communication

• De-escalated customer concerns by demonstrating patience, active listening, and empathy Senior Customer Service Representative

Coach Tapestry Remote

March 2023 to June 2024

• Managed inbound and outbound customer calls, scheduling appointments and resolving inquiries efficiently

• Provided clear communication to customers regarding billing, charges, and service details to enhance understanding

• Assisted in training new employees, supporting smooth onboarding and knowledge transfer

• Leveraged product knowledge to upsell and improve customer experience while promptly resolving shipping issues

• Consistently met and exceeded monthly sales targets by 23% Customer Service Representative

Support Services Group Remote

January 2022 to December 2022

• Managed customer inquiries and support requests by creating and resolving tickets in Zendesk, ensuring timely issue resolution

• Diffused escalated customer situations while setting accurate expectations for resolution timelines

• Asked probing questions to understand customer needs and provided tailored recommendations

• Provided excellent customer service assisting with product selection and inquiries

• Identified recurring customer issues and escalated them to appropriate departments for resolution Healthcare Call Center Representative

Conduent Humana pharmacy Remote

August 2019 to November 2021

• Managed a steady, high volume of inbound calls on a day to day basis

• Navigated multiple computer systems at a time while speaking with customers and solving issues by phone

• Verified coverage, copays, and coinsurances for medications and provided members with alternative medications, if needed

• Verified authorization and referrals requirements for medical services as well as check status on a previously requested referrals

• Located pharmacies and providers that are in the member’s network to review pharmacy claim status Package Handler

FedEx Ground PH Kennesaw, GA

August 2018 to November 2020

• Properly loaded/unloaded packages from trailers

• Scanned and sorted smaller packages

• Sorted packages in SWAK and replaced any unreadable labels

• Bagged packages in preparation for shipment

Server/Waitress

Denny's Ridgeland, MS

January 2018 to July 2018

• Responsible for taking and placing orders as well as serving them in a timely manner

• Stocked and replenished store merchandise

• Prepped kitchen and dining area throughout shift

• Maintained a clean and safe environment for customers and employees

• Greeted customers with a smile and superior service Manager

Little Caesars Pizza Ridgeland, MS

August 2015 to April 2018

• Responsible for managing and assisting staff

• Managed inventory and ran daily reports

• Assisted with any customer discrepancies

• Stocked and replenished store merchandise

• Responsible for opening and closing store

• Assisted with placing and making orders

Cashier

Sonic Drive-In Ridgeland, MS

June 2014 to July 2015

• Responsible for taking and placing orders

• Served customers at vehicles and drive-thru window

• Assisted with any customer complaints in a timely manner

• Assisted teammates with other duties

• Greeted customers with a superior attitude and smile

• Maintained a clean and safe environment

Education

High School Diploma

Callaway High School Jackson, MS

May 2015 to May 2015

Upper secondary education

Skills

Technical support Customer service CRM software Zendesk Typing Microsoft Office Software troubleshooting Active listening Empathy And Patience Conflict management Languages

English

Contact this candidate