Customer Service Representative - Customer Support

Ireke E. Ireke

Customer Service Representative Customer Support Specialist Client Services

Palm Bay, FL, USA Open to Remote

Phone: 305-***-**** Email: *********@*****.***

PROFESSIONAL SUMMARY

Customer Service Representative with 5+ years of experience providing exceptional customer support across phone, email, chat, and digital channels. Skilled in customer relationship management, issue resolution, order processing, complaint handling, account management, data entry, troubleshooting, and customer retention. Proven ability to manage high-volume customer interactions while maintaining accuracy, professionalism, and empathy. Experienced with CRM systems, ticketing platforms, Microsoft Office, Google Workspace, Zendesk, Salesforce, and customer service reporting. Strong communicator who consistently identifies customer needs, resolves problems efficiently, and contributes to positive customer experiences.

SKILLS

Customer Experience & Support: Customer Service, Customer Support, Customer Experience, Customer Relationship Management, Phone Support, Email Support, Live Chat Support, Inbound & Outbound Calls.

Issue Resolution & Customer Care: Complaint Resolution, Conflict Resolution, Problem Solving, Troubleshooting, Escalation Management, Customer Follow-Up, Customer Retention, Customer Satisfaction.

Operations & Account Management: Account Management, Order Processing, Order Management, Billing Support, Payment Support, Case Management, Ticket Management, Documentation, Data Entry.

Technology & CRM Systems: CRM Management, Salesforce, Zendesk, Freshdesk, ServiceNow, Ticketing Systems, Microsoft Office, Microsoft Excel, Google Workspace.

Performance & Quality: Quality Assurance, KPI Tracking, Service-Level Agreements (SLA), Response-Time Management, Productivity, Performance Monitoring, Customer Service Reporting

Professional Skills: Communication, Active Listening, Empathy, Time Management, Attention to Detail, Adaptability, Team Collaboration, Multitasking

EXPERIENCE

CBRE Group Inc. Customer Service Representative

Oct 2023 – Present

•Provide professional customer support through phone, email, and live chat, handling an average of 60–80 customer interactions daily while maintaining a high level of service quality.

•Resolve customer inquiries related to accounts, orders, billing, payments, product information, returns, and service issues.

•Identify customer needs by asking appropriate questions, reviewing account information, and providing accurate solutions.

•Resolve customer complaints using active listening, empathy, problem-solving, and conflict-resolution techniques.

•Maintain accurate customer records, interaction notes, account information, and case documentation within the CRM system.

•Process customer orders, cancellations, returns, refunds, and account updates in accordance with company policies.

•Escalate complex or unresolved issues to the appropriate department while maintaining ownership of the customer experience.

•Follow up with customers on unresolved cases to ensure issues are completely addressed.

•Maintain a 95%+ quality assurance score while consistently meeting productivity and customer service performance targets.

•Collaborate with sales, operations, billing, technical support, and management teams to resolve customer issues efficiently.

•Identify recurring customer complaints and communicate trends to management to support process improvements.

•Assist customers with basic product and technical troubleshooting before escalating issues to specialized support teams.

•Use Salesforce and Zendesk to manage customer cases, document interactions, track resolutions, and monitor open tickets.

•Maintain compliance with company policies, customer privacy requirements, and established service procedures.

Key Achievement:

Helped reduce the average customer case resolution time by 20% by identifying recurring issues and improving the customer follow-up process.

Insight Global Customer Support Specialist

Nov 2021 – Oct 2023

•Delivered customer support through telephone, email, and online support channels in a fast-paced, high-volume environment.

•Managed customer inquiries involving orders, account updates, payments, product information, technical issues, and service requests.

•Responded to customer concerns professionally and provided clear explanations of company policies and procedures.

•Investigated customer issues by reviewing account records, transaction information, previous support cases, and available system data.

•Created and maintained accurate support tickets and customer records using CRM and ticketing systems.

•Processed approximately 40–60 customer requests per day while meeting established response-time and quality standards.

•Assisted customers with account registration, password resets, billing questions, order tracking, and service-related issues.

•Escalated technical, billing, and operational issues according to established escalation procedures.

•Conducted customer follow-ups to confirm successful resolution and improve overall customer satisfaction.

•Worked closely with internal departments to investigate and resolve complex customer issues.

•Maintained professionalism when handling difficult or dissatisfied customers.

•Supported team members during periods of increased customer volume and helped maintain service-level agreements.

•Prepared basic customer service reports using Microsoft Excel to track ticket volume, response times, and recurring issues.

Key Achievement:

Consistently exceeded monthly customer service performance targets while maintaining a 90%+ customer satisfaction rating.

Biogen Customer Service Associate

Jul 2019 – Oct 2021

•Assisted customers with product questions, purchases, returns, exchanges, payments, and account-related inquiries.

•Handled high volumes of customer interactions while maintaining a friendly and professional approach.

•Resolved customer complaints and service issues according to company policies.

•Processed transactions accurately and maintained detailed customer and order records.

•Responded to customer inquiries by telephone and email.

•Assisted customers with product selection and provided accurate product information.

•Coordinated with supervisors and other departments to resolve customer concerns.

•Maintained accurate documentation of customer interactions and service requests.

•Supported daily administrative activities, including data entry, filing, reporting, and record maintenance.

•Helped train new employees on customer service procedures, communication standards, and company policies.

Smith & Nephew Transparency Reporting Analyst

Nov 2018 – Jul 2019

•Helped track and report Transfers of Value (cash and in-kind) to support compliance with federal and state regulations.

•Performed data quality, accuracy, and discrepancy checks on spend data to help reduce compliance risk.

•Built and maintained Power BI dashboards to support reporting and oversight.

•Established stakeholder reporting frameworks that reduced manual data reconciliation effort by 4 hours per reporting cycle and positioned the compliance function for scalable, repeatable annual filings.

•Helped identify reporting gaps to improve accuracy and transparency.

EDUCATION

CUNY York College — Bachelor of Science, Mathematics

CERTIFICATIONS

Certified Associate in Project Management (CAPM) — Project Management Institute

Data Analytics — General Assembly

TECHNOLOGY

CRM: Salesforce, Zendesk, Freshdesk, ServiceNow

Communication: Microsoft Teams, Zoom, Google Meet, Slack

Productivity: Microsoft Word, Excel, PowerPoint, Outlook, Google Workspace

Customer Support: Ticketing Systems, Live Chat, Email Support, Call Center Platforms

Analytics: Microsoft Excel, Power BI, Customer Service Dashboards, KPI Reporting

ADDITIONAL KEYWORDS

Customer Service Representative, Customer Support Representative, Customer Experience Specialist, Customer Care Representative, Client Services Representative, Call Center Representative, Contact Center Representative, Customer Success, Technical Support, Help Desk Support, Inbound Customer Service, Outbound Customer Service, Customer Relations, Client Support, Customer Assistance, Service Desk, Complaint Handling, Customer Retention, Customer Satisfaction, First Call Resolution, Average Handle Time, Service Level Agreement, SLA, CSAT, NPS, CRM, ticketing system, case management, escalation, troubleshooting, order management, account management, billing support, data entry.

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