CARMEN MCDONALD
Hattiesburg,MS
Summary
Resourceful Senior Customer Specialist known for high productivity and efficiency in task completion. Possess specialized skills in customer relationship management, conflict resolution, and process improvement. Excel in communication, empathy, and problem-solving, ensuring exceptional service delivery and customer satisfaction.
Overview
11
11
years of professional experience
Work History
SENIOR CUSTOMER SPECIALIST
Centers for Disease Control and Prevention|Maximus
03.2020 - Current
- Managed high volume of customer inquiries, employing active listening, research, and professional communication to identify needs and guide customers to appropriate resources.
- Research complex inquiries using internal databases and technical resources, then communicate findings clearly while documenting appropriate resolutions and next steps.
- Consistently meet established Service Level Agreements (SLAs), quality standards, and productivity expectations in a high-volume remote environment.
- Review and interpret Standard Operating Procedures (SOPs), technical guidance, and reference materials to ensure accurate and consistent customer responses.
- Reviewed and updated technical documents and customer-facing materials, correcting inaccuracies to enhance clarity and quality.
- Trained new and existing team members on procedures, systems, and customer response practices, providing guidance on complex inquiries and workflow questions.
- Maintain detailed CRM records of customer interactions, research, resolutions, referrals, and follow-up activities while protecting sensitive information.
- Appropriately transfer calls to external agencies, organizations, and specialized resources when inquiries require assistance outside the scope of available services.
- Participate in quality assurance audits and calibration sessions to evaluate customer interactions, maintain consistency in service delivery, and identify opportunities for improvement.
SENIOR SUPPORT SPECIALIST
Maximus
Hattiesburg, MS
11.2018 - 03.2020
- Provided high-volume customer support through telephone-based communication, addressing questions, concerns, and information requests in a professional manner.
- Researched customer inquiries using internal databases and approved resources to deliver accurate and timely information, enhancing customer satisfaction.
- Handled complex inquiries requiring detailed research, problem-solving, and appropriate escalation.
- Researched customer inquiries using internal databases and approved resources to provide accurate and timely information.
- Handled complex inquiries through detailed research and problem-solving, ensuring appropriate escalation and swift resolution.
- Communicated complex information clearly and adapted communication to meet individual customer needs.
- Documented customer interactions, research findings, resolutions, and follow-up activities within CRM and customer information systems.
- Maintained accurate customer records and documentation while protecting confidential information.
CUSTOMER SERVICE REPRESENTATIVE
Jackson State University CAPS Center
Jackson, MS
02.2016 - 11.2018
- Provided front-line customer service and administrative support to students, faculty, and staff in a high-volume call center environment.
- Responded to inquiries by phone and in person, providing accurate information and directing customers to appropriate resources or staff.
- Coordinated information between customers, university personnel, and other departments to support efficient service delivery.
- Managed multiple administrative priorities, ensuring timely follow-up and professional communication to enhance customer satisfaction.
- Coordinated information between customers, university personnel, and other departments, facilitating efficient service delivery.
- Maintained organized records and documentation, supporting smooth daily operations and compliance with university standards.
- Protected confidential student information while following established procedures for documentation and information handling.
Education
Bachelor of Science - Health Administration
Jackson State University
Master of Business Administration -
American Intercontinental University
Graduate Certificate - Marketing
Nova Southeastern University
Skills
- CRM software expertise
- CRM management
- SOP analysis
- Technical documentation
- Quality assurance
- Customer research
- Complaint handling
- Issue escalation
- Customer retention strategies
- Problem solving
- Active listening
- De-escalation techniques
- Email communication
- Administrative coordination
- Critical thinking
Timeline
SENIOR CUSTOMER SPECIALIST
Centers for Disease Control and Prevention|Maximus
03.2020 - Current
SENIOR SUPPORT SPECIALIST
Maximus
11.2018 - 03.2020
CUSTOMER SERVICE REPRESENTATIVE
Jackson State University CAPS Center
02.2016 - 11.2018
Bachelor of Science - Health Administration
Jackson State University
Master of Business Administration -
American Intercontinental University
Graduate Certificate - Marketing
Nova Southeastern University