Catricia Cobbs
Augusta,GA
Summary
Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
19
19
years of professional experience
Work History
Customer Support Specialist
Progressive Insurance
05.2022 - Current
- Provided exceptional customer service through accurate responses to inquiries and efficient issue resolution.
- Utilized multiple software tools to document customer interactions and track complaint resolutions.
- Collaborated with team members to streamline support processes, enhancing overall service efficiency.
- Conducted training sessions for new hires on customer service protocols and software navigation.
- Analyzed customer data trends to identify recurring issues, facilitating proactive support measures.
- Developed comprehensive FAQs and knowledge base articles for quick reference by support staff.
Administrative Assistant
Shelby County Schools - Dexter Middle School
11.2017 - 08.2021
- Managed scheduling and calendar coordination for school administration and faculty meetings.
- Developed and maintained filing systems to enhance document retrieval efficiency.
- Facilitated communication between parents, students, and faculty to resolve inquiries effectively.
- Prepared and processed confidential student records while ensuring compliance with privacy regulations.
- Trained new administrative staff on office procedures and software utilization to ensure smooth onboarding.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
Special Projects Administrative Assistant 1
MAXIMUS Shelby County Child Support Services
10.2015 - 10.2017
- Coordinated case management processes to enhance operational efficiency and service delivery.
- Organized documentation and maintained records for child support cases, ensuring compliance with regulations.
- Assisted in scheduling appointments and meetings for case workers, optimizing time management across teams.
- Developed and implemented filing systems that improved information retrieval accuracy and speed.
- Streamlined communication between departments, fostering collaboration among legal, financial, and support teams.
- Prepared reports on case statuses, facilitating data-driven decision-making for upper management.
- Led initiatives to improve client outreach strategies, enhancing engagement with custodial parents and non-custodial parents.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
Customer Service Call Center Representative
AT&T Call Center
07.2013 - 10.2015
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Provided support to team members, fostering a collaborative environment for optimal service delivery.
- Implemented process improvements that enhanced call resolution efficiency and reduced customer wait times.
- Trained new representatives on systems and best practices, ensuring consistency in service quality.
- Developed training materials that streamlined onboarding processes for new hires in the call center.
- Monitored performance metrics, providing insights to leadership for strategic decision-making on service enhancements.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
- Managed a high volume of calls efficiently by organizing workload effectively and multitasking when necessary.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries, complaints, and issues.
- Collaborated with other departments to resolve cross-functional issues affecting customer experience positively.
- Retained customers by offering alternative solutions during difficult interactions or potential cancellations of services.
Administrative Assistant
The Pregnancy Care Center
05.2007 - 07.2013
- Assisted in budget preparation by tracking expenditures and maintaining financial records accurately.
- Streamlined office operations by implementing digital tools for task management and documentation tracking.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
- Maintained inventory of office supplies and placed orders.
- Assisted in preparation of financial reports, gathering data that contributed to budgeting accuracy.
- Facilitated cross-departmental communication, organizing meetings to discuss project progress and align objectives.
- Coordinated travel arrangements for staff, ensuring cost-effective and timely accommodations and transportation.
- Developed filing system for historical documents, preserving important company records and improving access to information.
Education
High School Diploma -
Gateway Christian School
Memphis01.2008
Skills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Data entry
- Help desk support
- Call center experience
- Conflict resolution
- Quality assurance
- Product knowledge
- Active listening
- Appointment scheduling
Personal Information
- Title: Customer service Expert
- Work Permit: Authorized to work in the US for any employer
Timeline
Customer Support Specialist
Progressive Insurance
05.2022 - Current
Administrative Assistant
Shelby County Schools - Dexter Middle School
11.2017 - 08.2021
Special Projects Administrative Assistant 1
MAXIMUS Shelby County Child Support Services
10.2015 - 10.2017
Customer Service Call Center Representative
AT&T Call Center
07.2013 - 10.2015
Administrative Assistant
The Pregnancy Care Center
05.2007 - 07.2013
High School Diploma -
Gateway Christian School