Overview
Work History
Education
Skills
Timeline
Generic

Cordel Finley

Austin,TX

Overview

4
4
years of professional experience

Work History

Client Service Analyst

Spectrum Enterprise
Austin, TX
08.2024 - Current
  • Assist with the pre/post-installation process for clients onboarding to new products, including billing procedures, contractual overviews, and troubleshooting clients' service issues.
  • Leverage tools like CSG and Salesforce to ensure client information is secure and accurate, so they can properly benefit from our services seamlessly.
  • Nurture relationships with high-value clients, providing proactive and strategic communication to increase service retention metrics, and improve customer satisfaction by 12% within a six-month span.

Tier 3 Resolutions Supervisor

Expedia Group
Austin, TX
05.2023 - 07.2024
  • Utilized CRM software to track client issues, data entry, and follow-ups to ensure timely resolutions of open tickets.
  • Served as the Escalation Team’s highest/final point of contact for a wide array of executive-level issues needing resolution that firmly aligns with internal policies.
  • Orchestrated a training workshop to equip a new hiring class overseas that exceeded company average metrics after completion.

Onboarding Specialist

Meta (via Concentrix)
Austin, TX
05.2021 - 02.2023
  • Identified growth opportunities for digital transformation to successfully influence companies to adopt innovative technologies, resulting in improved revenue streams, business outcomes, and customer experiences.
  • Conducted weekly collaboration sessions with internal teams such as Strategic Account Managers, and Marketing/Product Development, to optimize clients' e-commerce platform interface.
  • Utilized Power BI and Excel to develop insights and solutions that delivered projects efficiently and effectively addressed recurring issues.

Education

MBA - Business Administration and Management

Lamar University
Beaumont, TX
12-2025

Bachelor of Science - Electronic Media & Mass Communication, Psychology

Texas State University
San Marcos, TX
12.2019

Skills

  • Microsoft Office Suite/G Suite
  • Extensive knowledge of industry-specific software tools (eg, Salesforce, CSG, ICOMS, Adobe Creative Suite, Jira, Confluence, etc)
  • Client onboarding
  • Project management
  • Quality Assurance
  • Software Implementation

Timeline

Client Service Analyst

Spectrum Enterprise
08.2024 - Current

Tier 3 Resolutions Supervisor

Expedia Group
05.2023 - 07.2024

Onboarding Specialist

Meta (via Concentrix)
05.2021 - 02.2023

MBA - Business Administration and Management

Lamar University

Bachelor of Science - Electronic Media & Mass Communication, Psychology

Texas State University

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Cordel Finley