Summary
Overview
Work History
Education
Skills
Timeline

Elizabeth Steelman

Sunbright,TN

Summary

Results-driven Customer Support Specialist with over 8 years in customer support, delivering top-tier customer experiences in high-volume email/live chat support. Technically adept and quick to grasp new technologies, ensuring a deep understanding of technical troubleshooting. Effective communicator and collaborative team player passionate about contributing to the overall success of a new company.

Overview

8
8
years of professional experience

Work History

Customer Support Consultant

Freelance
Remote, TN
12.2022 - Current
  • Troubleshot problems with software for users.
  • Identified trends in client requests and helped company get ahead of ongoing problems, which improved errors in billing and shipping by 35% over 3-month period.
  • Partnered with sales, operations and field service teams to coordinate solutions that would improve FCR score by overall 25%
  • Tracked changing software and technologies with t potential to impact customer requirements.

Medical Virtual Assistant

Freelance
Remote, TN
09.2021 - 11.2022
  • Managed electronic and paper filing systems by updating paperwork, maintaining documents, and accurately recording information which led to 35% fewer billing errors.
  • Monitored emails, organized inbox, and prioritized messages for supervisor.
  • Kept extensive contact list updated with new contacts and changes to existing contacts.
  • Answered and screened calls to provide information, schedule appointments and take detailed messages.

Customer Support Department Manager

RDJ Contractors, LLC
Remote, TN
07.2015 - 08.2021
  • Implemented Zendesk software to ensure more seamless system for interacting with customers and keeping track of their information to reduce errors by 45%
  • Trained all new employees on importance of meeting preset metrics that had been established to drive results for entire team and reach goal of 98%+ customer satisfaction rate.
  • Thoroughly and precisely investigated escalated customer claims to ensure appropriate and personalized solution was implemented for each specific customer
  • Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.

Education

Associates Of Applied Science -

Tennessee College Of Applied Technology, Tennessee
09-2004
  • Honoree of Honors Diploma for graduating 3rd in my class.
  • Awarded Employee of the Year 2019-2021 by RDJ Contractors.

Skills

  • Customer Relationship Management
  • Customer Experience
  • Cross-Departmental Collaboration
  • Teaching and Learning
  • Helpdesk Tools( Zendesk, Salesforce, Intercom)
  • KPI's
  • Technical Troubleshooting
  • Customer Support
  • Excellent verbal and written communication
  • Creative problem solving

Timeline

Customer Support Consultant - Freelance
12.2022 - Current
Medical Virtual Assistant - Freelance
09.2021 - 11.2022
Customer Support Department Manager - RDJ Contractors, LLC
07.2015 - 08.2021
Tennessee College Of Applied Technology - Associates Of Applied Science,

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Elizabeth Steelman