ELEANOR COLE-WELCH
Hinesville,GA
Summary
Versatile customer service specialist with expertise in technical support and patient advocacy. Known for resolving complex issues and collaborating effectively with multidisciplinary teams to enhance customer experiences, leveraging strong analytical and communication skills to provide informed and compassionate support.
Overview
11
11
years of professional experience
Work History
Patient Advocate
Ro
Hinesville, Georgia
09.2025 - 09.2026
- Resolved patient inquiries and concerns effectively and empathetically.
- Provided knowledgeable and compassionate service in response to patient questions and concerns.
- Collaborated with multidisciplinary teams to improve patient experiences.
- Educated patients on insurance benefits and coverage options.
Customer Retention Specialist
Retention Express
Hinesville, GA
07.2024 - 09.2025
- Handled over 1,000 support tickets monthly, achieving excellent satisfaction ratings on surveys.
- Granted elevated rights for refunds and billing, enhancing retention processes based on expertise.
- Resolved internal and external customer issues through effective verbal and written communication.
- Managed customer database with over 50,000 monthly entries, ensuring data integrity and zero loss.
Breakfix Technician
BDS Solutions
Colorado Springs, CO
10.2020 - 04.2023
- Delivered on-site technical support for 40+ brands, ensuring 99% visit completion rate in Colorado Springs and Denver areas.
- Calibrated, maintained, repaired interactive displays, achieving 94% functionality in stores.
- Utilized proprietary software for real-time data reporting to brand partners, enhancing project visibility and display performance monitoring.
Tier 1 Technical Support Representative IOS
Teleperformance
Colorado Springs, CO
07.2017 - 10.2017
- Troubleshot and resolved technical issues for iOS users using software and hardware diagnostic tools and enhanced user satisfaction.
- Diagnosed software and hardware issues to assist users effectively.
- Guided customers through troubleshooting steps to resolve technical problems.
Customer Service Representative
Startek
Colorado Springs, CO
04.2015 - 06.2017
- Utilized Salesforce and other systems to document and process customer information accurately, ensuring seamless service delivery.
- Delivered prompt and informed service, contributing to increased customer satisfaction.
- Documented customer interactions in the CRM system accurately.
Education
High School Diploma - International Business
Central High School
Brooksville, FL06-2009
Skills
- Customer Support
- Ticket Management
- Salesforce
- Zendesk
- Phone & Email Communication
- Customer Communication
- Problem Resolution
- Technical troubleshooting
- Problem-Solving
- Data Analysis
- Relationship management
- Microsoft Office Suite
- Slack
Timeline
Patient Advocate
Ro
09.2025 - 09.2026
Customer Retention Specialist
Retention Express
07.2024 - 09.2025
Breakfix Technician
BDS Solutions
10.2020 - 04.2023
Tier 1 Technical Support Representative IOS
Teleperformance
07.2017 - 10.2017
Customer Service Representative
Startek
04.2015 - 06.2017
High School Diploma - International Business
Central High School