Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Work Availability
Work Preference
Timeline
Elizabeth Steelman

Elizabeth Steelman

Customer Service Representative
Knoxville,TN

Summary

Organized and dependable Customer Service professional with 9+ years of being successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

8
8
years of professional experience
2
2

Certifications

2
2
years of post-secondary education
3
3

Leadership roles held successfully

Work History

Customer Service Specialist

Freelance
Remote, TN
09.2022 - 10.2024
  • Investigated and resolved escalated customer inquiries and complaints quickly to improve customer satisfaction by 25% thanks to implementation of new data entry procedures.
  • Increased efficiency by >20% and department performance by monitoring team member productivity and providing constructive feedback.
  • Bolstered customer retention by 30% after collaborating with multiple departments to create and offer more personal, customized solutions.
  • Identified and resolved discrepancies and errors in customer accounts that led to clearing nearly $22,500 in unpaid customer invoices.

Customer Service/Social Media Engagement Manager

Ease Seating Systems, LLC
10.2021 - 08.2022
  • Efficiently managed multi-channel customer support across chat, email, and social media platforms, prioritizing clear and concise communication to resolve customer inquiries effectively
  • Constructed a comprehensive customer records database that enhanced customer relationships and elevated satisfaction levels by 45% within a fiscal year
  • Created remote work training for new hires, reducing onboarding time by 2 weeks
  • Continually maintained and improved company's reputation and positive image in markets served by prompt response on all social media accounts to customer inquiries, comments, and reviews.

Customer Service Department Manager

RDJ Contractors, LLC
07.2016 - 08.2021
  • Updated and maintained accurate customer information in the database through timely data entry
  • Trained new employees on meeting preset KPIs in order to fulfill SLA's
  • Led team to exceptional service, effective communication, speedy implementation, and guaranteed follow-up, resulting in 95% customer satisfaction and 64% increased retention

Education

High School Diploma -

Sunbright School
  • High-Honor Roll (Every Semester)
  • Beta Club

Associate of Applied Science -

Tennessee College
09.2002 - 09.2004
  • 3.68 GPA
  • Ranked in Top 10% of class

Skills

  • Excellent verbal and written communication skills
  • Confidentiality requirements
  • Solving customer issues through multi channel communication
  • Remote work experience
  • Customer service excellence
  • Time management skills
  • Phone inquiries
  • Customer relations
  • Intake documentation
  • Process improvement
  • Critical thinking
  • Data entry
  • Attention to detail
  • Proficient in Microsoft Office Suite and CRM Software
  • Strong work ethic

Certification

  • Customer Service Foundations Training - 2021

Accomplishments

  • Supervised team of 25 staff members.
  • Achieved 4star rating by completing escalated customer issues with accuracy and efficiency.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full TimePart TimeContract WorkGig Work

Work Location

Remote

Important To Me

Career advancementFlexible work hoursWork-life balanceWork from home optionPaid time offPaid sick leaveCompany Culture4-day work weekPersonal development programs

Timeline

Customer Service Specialist - Freelance
09.2022 - 10.2024
Customer Service/Social Media Engagement Manager - Ease Seating Systems, LLC
10.2021 - 08.2022
Customer Service Department Manager - RDJ Contractors, LLC
07.2016 - 08.2021
Tennessee College - Associate of Applied Science,
09.2002 - 09.2004
Sunbright School - High School Diploma,

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Elizabeth SteelmanCustomer Service Representative