Fantayshia Lemaire
San Antonio,TX
Summary
Customer Support Specialist with 9 years of experience at CareNet, skilled in multi-channel support, conflict resolution, and troubleshooting. Adept at handling inquiries and enhancing customer satisfaction. Seeking to leverage my expertise in communication and problem-solving to contribute to a dynamic team and drive service excellence.
Overview
12
12
years of professional experience
Work History
Customer Support Specialist
Carenet
04.2016 - 02.2025
- 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.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.7
- Contributed toward exceeding monthly targets consistently through diligent work ethic and commitment to results-oriented support strategies.
Credit Card Specialist
Usaa
07.2013 - 04.2016
- Improved customer satisfaction by efficiently addressing and resolving credit card disputes and inquiries.
- Assisted clients in understanding their credit card benefits, resulting in increased usage of available perks.
- Maximized revenues by identifying opportunities for up-selling and cross-selling additional financial products to existing clients.
- Leveraged deep knowledge and understanding of banking industry to handle customer inquiries with increasing complexity.
- Analyzed customer feedback data to identify areas for improvement, implementing changes as needed to enhance the overall client experience.
- Assisted customers with questions and inquiries to provide information regarding credit card accounts.
- Recommended products and services to meet customers' credit card and banking needs.
- Fielded 200 incoming customer calls daily to deliver high-quality solutions.
Education
GED -
Ged
New York, NY06-2019
Skills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Call center experience
- Payment processing
- Time management
- Empathy and patience
- Attention to detail
Timeline
Customer Support Specialist
Carenet
04.2016 - 02.2025
Credit Card Specialist
Usaa
07.2013 - 04.2016
GED -
Ged
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