Customer Service and Account Management Specialist

I am a customer service professional with more than 10 years of experience supporting customers in highly sensitive situations. I specialize in empathetic communication, case management, account verification, and maintaining operational continuity during overnight emergency shifts.

For ten years, I worked continuously on a 24/7 emergency phone line, assisting families following a recent loss. I handled emotionally complex conversations with care, verified account status and outstanding balances, and coordinated the appropriate service providers according to coverage and availability.

I have practical experience using CRM systems to manage cases, sales processes, billing, and service records. My approach combines accuracy, discretion, and a strong commitment to resolving each case efficiently.

I also have experience in internal administrative support, basic hardware and software troubleshooting, supplier management, and daily operational incident resolution. I enjoy identifying practical process improvements, including creating a provider-tracking spreadsheet that became a daily reference tool for many years.

I am currently expanding my skills in generative AI, prompt engineering, customized GPTs, and AI-assisted productivity. I am interested in applying these tools to improve customer service workflows, communication quality, and operational efficiency.