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.
