Carina Mitchell

Customer Care Specialist | Account Management & Billing Expert | Technical Support

CPI Security

10.2019 - Current

Deliver top-tier service as a frontline representative handling customer inquiries, troubleshooting security systems, and resolving technical issues for residential and commercial clients.
Manage customer accounts, process billing inquiries, and resolve complex payment issues with accuracy and care, ensuring data integrity and positive outcomes.
Serve as a trusted resource for customers, guiding them through system setups, app usage, and alarm testing procedures.
Assist customers with account updates, payment plan options, and service renewals, helping them make informed decisions about their security needs.
De-escalate escalated situations with empathy and professionalism, ensuring customer satisfaction while maintaining CPI's reputation for excellence.
Collaborate with internal departments-including Sales, Dispatch, and Field Services-to ensure seamless service delivery and timely resolution of customer issues.
Maintain high standards of accuracy when handling sensitive data, billing information, and account details.
Consistently ranked as a top-rated team member for customer satisfaction, account resolution, and technical proficiency.
Recognized for excellence in account management, including accurate billing adjustments, payment processing, and proactive customer outreach.
Played a critical role in retaining high-value accounts during complex billing or service issues by providing solutions that align with customer needs.
Supported team training initiatives by mentoring new hires on system knowledge, troubleshooting, and billing procedures.

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