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Customer Service & Operations Specialist with 5+ years in client success and logistics
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Competencies
Utilized CRM systems like Zendesk to manage client interactions, documentation, and support efficiently.
Coordinated deliveries and service scheduling, improving delivery times and customer satisfaction.
Handled inbound and outbound customer interactions, achieving high first-contact resolution rates.
Maintained 100% accuracy in client documentation and managed CRM data effectively.
Resolved client escalations efficiently and contributed to process improvements.
Education
Languages
Summary
Experienced specialist skilled in client success, logistics coordination, and customer support. Known for process improvements, high accuracy, and excellent communication.
Key Achievements
- Streamlined prequalification processes at Broadway Support Services, increasing program enrollment by 20%.
- Handled over 500 outbound calls daily at Broadway, consistently meeting performance targets.
- Coordinated 150+ weekly deliveries at Alorica, maintaining a 98% on-time rate and ensuring damage-free handling.
Experience
Prequal Specialist Agent - Client Success Agent
Conducted debt program eligibility assessments, prequalifying clients for financial assistance programs., Managed 500+ outbound calls daily, consistently meeting performance targets and service-level agreements., Supported the client success team by streamlining prequalification processes,...
Customer Service Representative
Assisted customers with purchase inquiries, order tracking, and delivery coordination through a logistics company., Handled 100+ inbound calls daily, consistently meeting service-level agreements., Achieved a 92%+ first-call resolution rate, minimizing repeat contacts and improving customer...
Back Office Agent & Logistics Coordinator
Coordinated 150+ weekly home appliance deliveries, achieving 98% on-time completion and ensuring damage-free handling., Streamlined logistics communication between company, providers, and builders, reducing delivery delays by 15%., Scheduled services and replacements, maintaining a 95% issue...