Customer Service Representative - Alpha Auto Glass - Remote, TX
(2021-12)
- Handled 80–100+ inbound customer interactions daily across phone, chat, and email, maintaining QA scores of 92–98% and customer satisfaction ratings above 4.7/5.
- Resolved 85–95% of inquiries on first contact, reducing repeat interactions and improving operational efficiency by 25%.
- Consistently met or exceeded key metrics including average handle time (AHT), first contact resolution (FCR), and schedule adherence while maintaining accurate, HIPAA-compliant documentation in CRM systems.
- Utilized Salesforce, Zendesk, and Freshdesk to document cases, troubleshoot issues, and provide product and service information.
Customer Support Specialist - Grandma's Closet - La Marque, TX
(2020-08 - 2021-12)
- Managed 500–700+ monthly support tickets, achieving a resolution rate above 90% for service, billing, and technical inquiries with less than 2% error rate.
- Reduced escalations by approximately 20% through proactive troubleshooting and clear communication.
- Maintained SLA compliance for response and resolution times, and collaborated with internal teams to streamline workflows and enhance customer satisfaction.
Client Service Representative - Concentrix - Remote, TX
(2018-06 - 2020-08)
- Supported 200+ active clients with account inquiries, service requests, and follow-ups, achieving 98% on-time resolution and improving customer retention by up to 15%.
- Assisted with healthcare-related inquiries including benefits, claims status, insurance verification, referrals, authorizations, and billing support for Medicaid and Medicare.
- Met call center metrics for call handling time, customer satisfaction, attendance, and productivity while ensuring confidentiality and HIPAA compliance.
