Customer Service
- Location
- United States
- Desired Salary
- Unspecified
- Work preference
- Full Time
- Links
- Not set
- Status
- Actively looking
- Field / Industry
- Admin & Virtual Assistant
About Me
I am a bilingual Customer Service Specialist with over 7 years of experience providing exceptional phone, email, and chat support troubleshooting issues. I am well-versed in using case management systems and CRMs such as Salesforce, JIRA, Zoho CRM, HubSpot, Zendesk, and Pipedrive. My strong analytical and organizational skills allow me to understand and review customer issues effectively, reducing wait times by 36% while maintaining the highest standards of service.
I excel in effective and empathetic written and verbal communication, always aiming to optimize processes and exceed expectations. Throughout my career, I have demonstrated the ability to manage workflows, delegate tasks efficiently, and collaborate cross-functionally to improve service delivery and customer satisfaction.
In my current role as a Customer Service Specialist at Blue View, I have increased resolution and customer satisfaction scores by 15%, improved client intake processes, and consistently exceeded SLA targets by managing Zendesk inquiries. I have built strong client rapport, reduced escalations by 30%, and improved first-contact resolution rates by 18%.
Previously, as a Customer and Operations Support Associate at TARM, I led operations for a large appliance and home repairs network across 50 states. I refined fulfillment request processes, increased compliance accuracy by 20%, and improved operational efficiency by 25%. I also achieved a 30% reduction in operational costs through strategic budget management and increased lead throughput by 25% by optimizing onboarding processes.
I am passionate about delivering high-quality customer service and continuously improving operational workflows to enhance overall service delivery and client satisfaction.
Skills
Problem SolvingSalesforceCustomer ServiceAnalytical SkillsTime ManagementOrganizational SkillsProcess ImprovementJiraStrategic PlanningHubSpotBudget ManagementChange ManagementClient Relationship ManagementZendeskProcess OptimizationEmpathyPhone Support
Education
No education data available.
Experience
Addressed customer inquiries and concerns with empathy and professionalism, achieving a 15% increase in resolution and customer satisfaction scores. Improved client intake processes, reducing wait times by 36% and boosting satisfaction scores by 20%. Managed Zendesk inquiries, exceeding SLA targets by 15–25%, resolving 60–80 tickets per day. Built rapport with clients, reducing escalations by 30% and improving first-contact resolution rates by 18%. Maintained 95–98% service quality scores and contributed to high member satisfaction ratings. Collaborated cross-functionally to identify workflow gaps and implemented process improvements that cut handling times by 12%.
Led operations for a large appliance and home repairs network across 50 states. Refined fulfillment request processes, increasing compliance accuracy by 20% and operational efficiency by 25%. Answered customer questions and resolved issues efficiently, maintaining and updating client information. Achieved a 30% reduction in operational costs through strategic budget management. Improved client services by 45% through documentation review and follow-up. Increased lead throughput by 25% by optimizing onboarding processes and interdepartmental coordination.