Customer Service Representative

Rate, USD
$25 / hour
Work schedule
Full Time,
Language skills
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About me

Results-driven Customer Success professional with a proven track record of over two decades in orchestrating exceptional customer service and support operations. Adept at managing inbound and outbound calls, elevating customer experiences, and implementing process enhancements to exceed predefined objectives. Proficient in Customer Relationship Management and armed with a Bachelor’s degree in Psychology. An accomplished leader who has successfully led teams and leveraged data analysis for operational efficiency. Excited to leverage my expertise in a Customer Success role to cultivate profitable relationships and drive satisfaction.


7/2020 - 6/2024 Bachelors of Arts in Psychology @ Southern New Hampshire University

Completed 97 hours toward the Bachelor’s Degree


8/2020 - 8/2023 Guest Experience Analyst @ Wingstop Restaurants

Collaborate across teams, ensuring project alignment and objectives.
– Analyze customer feedback to identify trends and recommend improvements.
– Utilize feedback to enhance the experience, resulting in a 10% increase in satisfaction.
– Prioritize customer needs through data analysis for improved preferences.
– Develop service processes, reducing wait times and enhancing experience.
– Led social care team, boosting retention by 5%, and implemented protocols.

*Guest Experience Specialist* (Aug 2020 – October 2021)
– Provide prompt, courteous, and accurate information via various platforms.
– Manage inbound guest comments, develop responses, and ensure resolution.
– Collaborate cross-functionally for timely guest issue resolution.
– Analyze trends and present feedback for continuous improvement.
– Actively participate in key meetings for vendor performance review.

09/2015 to 06/2020 Guest Assistance Social Media Specialist @ Hilton Reservations and Customer Care

– Initial point of contact for efficient guest recovery services.
– Monitor social media for reviews, ensuring customer satisfaction.
– Manage the hotel’s social portfolio to expand engagement and client base.

01/2015 to 09/2015 Contact Center Data Support Specialist @ Advanced Tele-Solutions

– Evaluated agent performance and developed reports for decision-making.
– Managed internal payment services, reducing operational costs.
– Improved productivity through manuals and Excel/Access sheets.

*Contact Center Transaction Specialist* (09/2011 to 12/2014)
– Processed diverse payments, ensuring process efficiency.
– Managed team performance by tracking spreadsheets.

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