Maxxdroid1975

Professional customer service representative with proven track record of resolving complex issues and enhancing client satisfaction. Strong focus on team collaboration, adaptability, and achieving results. Skilled in communication, conflict resolution, and problem-solving. Known for reliability and ability to meet changing needs effectively.

Customer Advocate Representative at Bluecross Blueshield Of South Carolina (2026-06 – 2026-09)

• Reduced average hold time by restructuring call triage scripts and prioritizing urgent claims.
• Audited denied claim files weekly to identify recurring coding "A" patterns and recommended corrective steps.
• Compiled daily KPI dashboards in Excel tracking call volume, resolution rates, and escalation trends for managers.
• Coordinated with pharmacy benefits team to clarify coverage limits, cutting prior-authorization delays for members.
• Negotiated payment arrangements with members and third parties to recover outstanding balances while preserving coverage.
• Created a quick-reference guide for complex benefits questions that reduced escalation to supervisors.
• Conducted one-on-one coaching sessions using call recordings to improve adherence to scripts and empathy techniques.

Community Engagement Coordinator at Francis Burns United Methodist Church (Summer Break Café) (2026-05 – 2026-08)

• Coordinated weekly food distribution routes, reducing missed deliveries to homebound clients.
• Validated client eligibility using intake forms and verified IDs to prevent duplicate enrollments.
• Built inventory logs in Excel to track perishables and minimize spoilage across pantry locations.
• Secured donated produce from local farms through outreach calls and scheduled collection pickups.
• Analyzed weekly demand patterns and adjusted ordering to match client meal preferences and supply.
• Piloted appointment-based pickup system that shortened average client wait times during distributions.

Help Desk Support Analyst (Remote) at Spectrum (2025-11 – 2026-04)

• Resolved technical issues for end-users, enhancing overall user satisfaction and productivity.
• Provided remote support through ticketing system, ensuring timely responses to customer inquiries.
• Collaborated with IT teams to implement new software solutions, improving workflow efficiency.
• Analyzed recurring technical problems, contributing to the development of knowledge base articles for future reference.
• Managed priority escalations effectively, maintaining communication with clients throughout resolution processes.
• Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
• Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.

Senior Customer Support Coordinator (Remote) at Randstad (2023-01 – 2025-10)

• Led customer support initiatives, enhancing service quality and response times.
• Mentored team members on best practices in customer engagement and issue resolution.
• Streamlined communication processes between departments to resolve customer inquiries swiftly.
• Analyzed customer feedback to identify trends, driving improvements in support services.
• Conducted regular performance reviews, providing actionable feedback to optimize team productivity.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Contributed to the development of internal knowledge base articles for common customer queries and troubleshooting tips.

Customer Loyalty Specialist at Sam's Club (2022-08 – 2022-12)

• Revitalized loyalty program communications by drafting segmented email campaigns that raised repeat visits among VIPs.
• Resolved escalated customer complaints via phone and CRM, restoring account standing and repeat purchases.
• Produced weekly retention reports in Excel and Tableau highlighting churn patterns for the marketing team.
• Improved member retention by redesigning renewal reminders using personalized email triggers.
• Coordinated with operations to correct membership billing errors, restoring accounts and preventing chargebacks.
• Trained front-line staff on loyalty program rules and point adjustments, reducing manual correction requests.

Technical Support Team Manager at Amazon Fulfillment Distribution Center (2016-03 – 2022-06)

• Piloted a knowledge-base tagging system that shortened agent search time for troubleshooting articles.
• Investigated recurring ticket categories and documented root causes to reduce repeat contacts for agents.
• Scheduled and tracked agent certifications on product updates, maintaining documented competency records.
• Built shift-level performance dashboards in Excel that highlighted response-time outliers for managers.
• Coached agents on complex escalation scripts through role-play sessions, improving first-contact clarity.
• Managed daily staffing adjustments based on forecasted volume, preventing backlog growth during peaks.

Customer Insight Analyst at Brandsmart USA (2014-10 – 2016-02)

• Analyzed transactional and support logs to identify recurring churn triggers and recommended prioritization.
• Created standardized churn definitions and reporting templates that reduced analyst variance in monthly reports.
• Presented segmented churn narratives to product teams, prompting three feature backlog items for testing.
• Built segmentation profiles from purchase histories to target high-churn cohorts with tailored messaging.
• Partnered with email marketing to design win-back campaigns for lapsed customers based on behavior signals.
• Mapped customer journey touchpoints using support tickets to reduce repeat contact for billing issues.

Client Success Specialist at Club Demonstration Services (Costco) (2013-05 – 2014-09)

• Managed client onboarding checklists and scheduled kickoffs that clarified timelines and next steps for new accounts.
• Led live product walkthroughs for client teams, improving feature adoption and reducing basic support inquiries.
• Drafted clear client-facing guides and email templates that cut repetitive clarification requests during setup.
• Monitored support queues to identify repeat requests and recommended documentation topics to reduce repeats.
• Trained clients on basic product workflows during one-on-one sessions to shorten learning curves.
• Piloted a client feedback survey that identified feature gaps and fed product backlog items.
• Audited client configurations against onboarding standards and corrected mismatches before launch.

Customer Relations Representative at Comcast (2011-04 – 2013-04)

• Resolved customer technical issues and restored service availability for Comcast subscribers within SLA windows.
• Coordinated carrier escalations and scheduled technician dispatches to reduce repeat truck rolls for subscribers.
• Customized troubleshooting scripts in Bash to standardize diagnostics across support tiers and cut triage time.
• Documented reproducible troubleshooting steps in ticketing system to shorten resolution handoff time.
• Coordinated network ops to map incident patterns and schedule maintenance windows minimizing customer downtime.
• Logged incident trends into the ticketing system and flagged recurring hardware failures for vendor replacement.

Communications Specialist at ACU Call Center (2010-06 – 2011-03)

• Resolved high-priority client escalations via phone and email, restoring accounts and preventing churn.
• Built client health scorecards in Excel to flag at-risk accounts and prioritize outreach.
• Documented escalation procedures and handoff steps that reduced repeated inquiries from the same clients.
• Ran weekly client check-in calls to extract service gaps and propose targeted account adjustments.
• Resolved inbound client inquiries via phone and email, closing 95% of tickets within SLA windows.
• Reduced average response time by implementing a priority-tagging system within the ticket queue.

Part-Time Sales Advisor Specialist at Sony Style (Lenox Square Mall) (2009-03 – 2010-05)

• Assessing customer needs and matching them with the exact products or services that fit their requirements and budget.
• Maintaining deep, up-to-date knowledge of product features, benefits, warranties, and competitor offerings.
• Proactively reaching out to prospective buyers, following up on inquiries, and nurturing a steady sales pipeline.
• Cultivating long-term client loyalty to generate repeat business and valuable referrals.
• Monitoring stock levels, assisting with product merchandising, and ensuring a welcoming, well-organized sales environment.
• Addressing customer complaints, resolving issues promptly, and ensuring high satisfaction from initial contact to post-purchase support.

Bachelor of Arts in Communications – Benedict College

Associate of Arts – Clark Atlanta University