Connie Cohen
Houston,TX
Summary
Customer service specialist with 8 years of experience supporting customers via inbound and outbound channels and resolving billing and service issues. Proficient in CRM and EHR tools, data entry, and accurate case documentation, with a track record of maintaining a 95% customer satisfaction rating and reducing onboarding time by 20% through training. Skilled in technical support, conflict resolution, process improvement, focused on applying these strengths to improve customer experience and operational efficiency.
Experienced with providing high-quality customer support across various channels. Utilizes strong problem-solving skills to address and resolve customer inquiries efficiently. Track record of excellent communication and maintaining positive customer relationships.
Overview
2027
2027
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
Conduent Solutions
Remote
2023 - Current
- Resolved customer inquiries through phone, email, and chat to enhance satisfaction.
- Collaborated with team members to streamline support processes and improve response times.
- Documented customer interactions in CRM system to maintain accurate records and facilitate follow-ups.
- Ensured compliance with company policies while handling sensitive customer information effectively.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
Customer Support Specialist
CVS
REMOTE
02.2021 - 01.2023
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Provided support in troubleshooting technical issues related to products and services.
- Assisted call-in customers with questions and orders.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Support Manager
Alorica
REMOTE
2019 - 2021
- Directed customer support team to optimize service delivery and elevate satisfaction scores.
- Created comprehensive training initiatives aimed at improving staff capabilities and product understanding.
- Collaborated with cross-functional teams to optimize support workflows and reduce response times.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
Manager on Duty
Amazon
Houston, TX
2017 - 2019
- Supervised daily operations, ensuring compliance with safety standards and operational protocols.
- Coordinated team schedules and managed workload to optimize productivity across shifts.
- Trained new employees on operational procedures, enhancing team performance and efficiency.
- Conducted regular inventory checks, ensuring accuracy and minimizing discrepancies in stock levels.
- Implemented process improvements that streamlined workflows, reducing operational downtime.
- Increased sales revenue by identifying growth opportunities and implementing effective marketing strategies.
- Developed and implemented strategies to increase sales and profitability.
- Interacted well with customers to build connections and nurture relationships.
Education
High School Diploma -
Barbra Jordan
Houston, TXCertificate - Pharmacy
Stepful
Houston, TX02-2026
Skills
- Typing
- Data Anal
- Technical Support
- Team Collaboration
- Conflict Resolution
- Process Improvement
- Customer service and client relations
- Inbound and outbound calling
- Data entry
- Case management
- Help desk support
- Call center experience
- Conflict resolution
- Live chat support
- Ticket management
- Active listening
- Sales support
- Customer response
- Appointment scheduling
- [Product or service] support
- Payment processing
- Multitasking and organization
- Customer service excellence
- Empathy and patience
- Verbal and written communication
- Email communication
- Issue troubleshooting
- Analytical thinking
- Workflow management
- Remote support tools
- Stress management
- Issue follow up
- Email management
- Service ticket management
- Attention to detail
- Microsoft windows and office
- Teamwork and collaboration
Certification
- CPhT - Certified Pharmacy Technician
Timeline
Customer Support Specialist
CVS
02.2021 - 01.2023
Customer Support Specialist
Conduent Solutions
2023 - Current
Customer Support Manager
Alorica
2019 - 2021
Manager on Duty
Amazon
2017 - 2019
High School Diploma -
Barbra Jordan
Certificate - Pharmacy
Stepful