Aisha Clark
Middletown,Delaware
Summary
Customer Support Specialist with a proven track record of managing high-volume support tickets, resolving escalated issues, and enhancing user satisfaction through process improvements. Dedicated to delivering exceptional customer experiences by leveraging expertise in CRM tools, collaboration, and user advocacy to align with company goals.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
Self-Employed
11.2017 - Current
- Managed customer inquiries via live chat, email, and phone, achieving a 98% first-response resolution rate
- Delivered technical support to customers, resolving complex issues with step-by-step troubleshooting
- Tracked and analyzed customer feedback, using insights to improve service delivery and inform product updates
- Educated customers on product features, increasing adoption rates by 25% through proactive engagement
- Maintained accurate records of customer interactions in CRM systems for seamless follow-up and reporting
Lead Worker/Senior Social Worker Case Manager
Delaware Social Services
04.2004 - Current
- Supervised and resolved escalated cases, achieving a 90% resolution rate within SLA timelines
- Collaborated with cross-functional teams to improve service workflows, resulting in a 20% increase in efficiency
- Delivered training sessions to junior staff, improving team compliance with federal and state regulations by 15%
- Developed and implemented client service plans, addressing diverse needs and increasing client satisfaction by 10%
- Maintained and analyzed detailed case records, ensuring data accuracy for decision-making and reporting
Master Family Service Specialist
Division of Social Services
Delaware
06.2018 - 09.2024
- Managed and resolved over 100+ monthly support tickets, ensuring timely and accurate resolutions to maintain a 95% satisfaction rate
- Collaborated with Project Coordinators to address escalated issues, implementing solutions that reduced ticket resolution time by 20%
- Monitored and analyzed feedback, leading to a 15% improvement in user experience metrics through process updates
- Updated support documentation to reflect new product features, increasing accuracy and accessibility by 30%
- Conducted account reviews, ensuring database accuracy for over 500 participant profiles annually
Education
MBA - Organizational Leadership
Wilmington University
Wilmington, Delaware01.2013
Bachelor - Social Science, Social Work
College of New Rochelle
Bronx, New YorkSkills
- Call Documentation
- Customer Service Skills
- Data Entry Software
- Remote Work Collaboration Tools
- Attention to Detail
- Incentive Management and Account Reviews
- Support Ticket Management and Resolution
- Time Management
- CRM
- Conflict Resolution and Escalation Handling
- Order and Refund Processing
- Communication Skills
- Problem-Solving
- Live Chat
- Phone Support
Certification
- Licensed Master Social Worker, Delaware, 2021
- Financial Coaching certification, 2018
- Trauma-Informed Approach Certification, 2018
Timeline
Master Family Service Specialist
Division of Social Services
06.2018 - 09.2024
Customer Support Specialist
Self-Employed
11.2017 - Current
Lead Worker/Senior Social Worker Case Manager
Delaware Social Services
04.2004 - Current
MBA - Organizational Leadership
Wilmington University
Bachelor - Social Science, Social Work
College of New Rochelle