Friendly Customer Service Specialist with 10+years of dedicated customer service experience. Committed to exceeding
service goals through exceptional communication skills and abilities. Expert in GSuite and Slack, with training in
providing front-line remote customer service support via chat and email.
Upbeat and Positive Personality
Verbal and Written Communication
LiveChat Messaging
First-Tier Technical Support
Promoting Brand and Company Identity
Administrative and Office Support
Cultural Awareness and Sensitivity
Patient and Empathetic
Reliable
Flexible
Adaptable
New American Pathways | Atlanta, GA
Temporary Ongoing Services Coordinator
08/2021 – 10/2021
Assisted in organizing and overseeing assignments, planning, and
coordinating direct services.
Performed customer needs assessments and coordinated resolutions with
quality teams and appropriate community agencies.
Provided front-line remote customer service support via phone, chat, and
email.
New American Pathways | Atlanta, GA
Women’s Empowerment AmeriCorps
Member
10/2019 – 08/2021
Provided support remotely to immigrant and refugee customers via
Google translate, chat and email to understand needs and provide
excellent communications and services.
Maintained ongoing accounts for 4000 + clients.
Coordinated employment readiness, financial, digital, and technology
literacy workshops.
Teach For America | Atlanta, GA
Summer Program Corps Member
05/2019 – 08/2019
Collaborated with subject matter experts to continuously evaluate and
revise training tools to improve learning platforms.
Maintained students’ program files, records, and learning management
system databases to provide insights, feedback and gather research for
reports.
Followed detailed directions from management to complete daily
paperwork and computer data entry tasks.
Tower Management Group | The Bronx,
NY
Administrative Coordinator
05/2017 – 03/2019
Developed application tracking and filing systems, improving recruitment
and intake efficiency by 60%.
Provided information to clients and connected clients to the appropriate
departments via phone, email, and video conferencing.
Oversaw appointment scheduling and itinerary coordination for the client
and the team.
Summary
Skills
Experience
Nexxlinx Time Warner Cable | Duluth, GA
Customer Care Escalations Specialist
10/2016 – 04/2017
Responded to customer inquiries via phone, email, and web-based
platforms.
Resolved concerns with products or services to help with retention and
drive sales.
Explained charges, fees, terms of sales, and service agreements to over 200+
customers daily.
Increased customer retention by 15%.
Comcast | Lithonia, GA
Tier 2 Customer Service Representative
08/2005 – 09/2016
Resolved a diverse range of technical issues across multiple systems and
applications for customers and end-users across various time zones.
Answered 150+ inbound calls per day.
Assisted customers via email, live chat, and telephone.
Attained a productivity rate averaging over 3.74%.
Ashford University | San Diego, CA
Master of Arts in Teaching And Learning With Technology
05/2017
Utilized 21st-century technology tools to enhance the consumers’ communication experiences and engagements.
Ashford University | San Diego, CA
Master of Arts in Healthcare Administration
11/2015
Oversaw day-to-day administrative operations.
Ashford University | San Diego, CA
Bachelor of Arts in Health And Human Services
04/2014
Provided exceptional communication and interpersonal skills, verbal and written.
Exercised compassion and empathy with distinct audiences.
Google Workspace
Microsoft Teams
Zoom
Salesforce CRM
WhatsApp
Microsoft 365 Apps and Services