Customer Success Specialist at Computershare (2025-09 – Present)
- Serve as the primary point of contact for customers, providing support via phone, email, and secure messaging in a high-volume environment.
- Assist with account onboarding, maintenance, and transactions while ensuring data accuracy and regulatory compliance.
- Enter, verify, and maintain customer and account data in CRM and internal systems with strong attention to detail.
- Resolve customer issues through account research, root-cause analysis, and appropriate escalation when needed.
- Document customer interactions and resolutions in CRM systems to support audit readiness and timely follow-up.
- Educate customers on products, policies, and self-service tools to improve satisfaction and first-contact resolution.
- Meet or exceed performance metrics related to response time, accuracy, quality assurance, and customer satisfaction.
- Safeguard sensitive financial and personal information in compliance with privacy, security, and regulatory requirements (e.g., data protection standards).
- Educate customers on products, services, policies, and self-service tools to improve customer adoption, satisfaction, and first-contact resolution.
- Support customers with account onboarding, account maintenance, transactions, and general inquiries while ensuring data accuracy, regulatory compliance, and adherence to company policies.
Sales Representative at National Debt Relief (2023-01 – 2025-05)
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Averaging $1.5 million in monthly debt amount closed.
- Conduct in-depth consultations with potential clients to assess their financial situations and determine eligibility for debt relief programs.
- Explain debt resolution services clearly and professionally, helping clients understand how the program works and what to expect.
- Evaluate client debts, income, and expenses to create customized repayment plans aligned with their goals.
- Handle inbound and outbound calls with empathy and urgency, guiding clients through the enrollment process.
- Tracked pipeline data, won vs. lost opportunities and lead response times with Salesforce CRM. Utilized metrics to modify low-performing sales and marketing programs and plans to increase effectiveness
Customer Service/Debt Consultant at Selene Finance (2022-01 – 2023-01)
- Served as a primary point of contact for borrowers regarding mortgage accounts, payment plans, and debt resolution.
- Documented borrower interactions and updated account data using Quickbase and internal systems to ensure audit readiness.
- Used Quickbase to track loan statuses, delinquency actions, and resolution progress across departments.
- Assisted clients with loan modifications, repayment options, and delinquency solutions to prevent foreclosure.
- Navigated confidential financial documents and account data with accuracy and discretion.
- Resolved inquiries efficiently by collaborating with internal departments such as loss mitigation and collections.
- Maintained compliance with federal and state regulations governing debt collection practices.
- Conducted regular account reviews to identify delinquent loans and proactively contact customers for resolution.
- Educated clients on repayment strategies and financial planning tools tailored to their situations.
- Documented customer interactions and maintained up-to-date account notes for audit readiness.
Client Support Representative at Partners In Health (2020-06 – 2021-12)
- Provided frontline support to patients and families seeking health services and financial assistance.
- Facilitated insurance verifications, billing questions, and patient account resolutions.
- Handled inbound calls and escalated cases with empathy, ensuring patient satisfaction and trust.
- Supported outreach initiatives for community health programs and coordinated follow-ups with care teams.
- Coordinated with medical billing teams to ensure timely resolution of outstanding balances.
- Maintained detailed records of patient interactions and updated CRM systems accordingly.
- Assisted with program enrollments and explained eligibility requirements for financial aid.
EHR Help Desk Support at Prisma Health (2019-03 – 2020-05)
- Delivered technical assistance to healthcare staff using Epic and other EHR systems.
- Resolved login issues, charting errors, and access requests while maintaining HIPAA compliance.
- Trained end users on system navigation and workflow enhancements.
- Documented issues in ticketing system and coordinated with IT teams for timely resolution.
- Monitored system performance and escalated recurring issues to higher-level support teams.
- Participated in EHR system upgrades and testing initiatives to ensure smooth implementation.
- Offered one-on-one guidance to clinicians during new feature rollouts and software changes.
