ACACIA NELSON
Summary
Results-driven customer service professional with experience in high-volume contact centers, financial services, and technical support. Adept at problem-solving, relationship-building, and providing customer-centric solutions. Strong ability to multitask, navigate complex systems, and ensure seamless customer experiences.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Advocate - Assist Line (Eligibility)
American Specialty Health
09.2023 - 01.2025
- Delivered high-quality customer service by addressing inquiries, resolving issues, and guiding members through financial and eligibility processes
- Demonstrated strong multitasking skills by handling multiple customer interactions while updating accounts and documenting resolutions
- Maintained compliance with company policies, ensuring the security of sensitive customer data
Customer Service Representative
American Specialty Health
02.2023 - 09.2023
- Assisted customers with account inquiries, billing concerns, and troubleshooting software issues
- Provided clear and concise guidance on financial options, payment processes, and account security
- Collaborated with internal teams to improve customer experience and reduce issue resolution times
Customer Service Representative
XPO
05.2022 - 01.2023
- Managed customer payments, billing inquiries, and account updates to enhance service reliability
- Addressed customer concerns regarding shipments and order tracking with professionalism and accuracy
- Applied strong problem-solving skills to resolve escalated issues and improve customer retention
Customer Service Team Leader
PetSmart
01.2022 - 10.2022
- Led a team of customer service representatives, providing training, coaching, and mentorship
- Enhanced customer satisfaction by proactively resolving concerns and recommending suitable products/services
- Implemented strategies to boost engagement and loyalty program participation
Sales Floor Coordinator/Keyholder
The TJX Companies, Inc.
11.2017 - 01.2022
- Provided frontline customer service, assisting with financial transactions and product recommendations
- Maintained operational efficiency by overseeing loss prevention and store compliance
- Assisted customers with purchase decisions, improving sales performance and satisfaction rates
Education
Bachelor of Technology (BTech) - Technology Management
Arkansas State University
05.2025
Associate's Degree - Science
Arkansas State University
05.2023
Skills
- Customer Service & Relationship Building
- Financial Transactions & Account Management
- Multitasking & Time Management
- Problem-Solving & Conflict Resolution
- Effective Verbal & Written Communication
- Technical Troubleshooting & IT Support
- Microsoft Office Suite & CRM Systems
Certification
- Google IT Support, Google
- Microsoft IT Support Specialist, Microsoft
Timeline
Customer Service Advocate - Assist Line (Eligibility)
American Specialty Health
09.2023 - 01.2025
Customer Service Representative
American Specialty Health
02.2023 - 09.2023
Customer Service Representative
XPO
05.2022 - 01.2023
Customer Service Team Leader
PetSmart
01.2022 - 10.2022
Sales Floor Coordinator/Keyholder
The TJX Companies, Inc.
11.2017 - 01.2022
Bachelor of Technology (BTech) - Technology Management
Arkansas State University
Associate's Degree - Science
Arkansas State University
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