Open To Work
Floretta Clarke
Covington,GA
Summary
Customer Experience Specialist with expertise in escalation management and customer advocacy. Enhances customer satisfaction through effective problem resolution and critical thinking. Skilled in process improvement and cross-functional collaboration, delivering timely solutions while ensuring regulatory compliance.
Overview
12
12
years of professional experience
Work History
Customer Experience Specialist
U.S. Bank
Remote
07.2025 - Current
- Acted as primary contact for customers seeking advanced support on banking products and services.
- Resolved complex account issues by analyzing customer history and transaction activity.
- Delivered timely, accurate solutions within policy guidelines, ensuring customer satisfaction.
- Provided empathetic guidance during sensitive interactions, fostering trust and rapport with customers.
- Ensured compliance with regulatory, security, and privacy standards in handling confidential information.
- Documented cases thoroughly and collaborated with internal partners to achieve consistent, effective resolutions.
Escalation Specialist
American Express
Remote
06.2022 - 05.2025
- Resolved escalated complaints regarding loans, credit products, and online transactions through thorough investigation, enhancing customer satisfaction.
- Conducted detailed case reviews to identify root causes and recommend corrective actions, improving resolution processes.
- Collaborated with leadership and regulatory teams to provide clear resolution recommendations.
- Processed corrective transactions using multiple systems while ensuring accurate documentation.
- Maintained composure in sensitive situations, recognized for sound judgment and effective conflict resolution.
Escalation Specialist
TTEC
Remote
10.2020 - 06.2022
- Handled escalated calls related to debit cards, deposits, transfers, disputes, and account access, ensuring compliance with banking protocols.
- Investigated customer concerns, delivering solutions that upheld banking regulations and improved client trust.
- Enhanced customer satisfaction scores through effective problem resolution and coaching support.
- Resolved banking app and account-related issues, leading team to achieve timely resolutions.
Operations Advisor
DriveTime
Athens
08.2019 - 04.2020
- Streamlined processing efficiency by updating inventory and title management procedures, reducing turnaround time for processing.
- Coordinated with sales and finance teams to resolve discrepancies, improving communication and efficiency in workflows.
- Reviewed customer and financial documents for accuracy and compliance, ensuring dealership finance operations met regulatory standards.
- Contributed to reduced errors and expedited payment processing across multiple locations.
Customer Support Specialist
Georgia Department of Driver Services
Lawrenceville
09.2013 - 05.2018
- Delivered front-line customer service in high-volume government environment, addressing inquiries and resolving issues promptly.
- Streamlined documentation and application processes, decreasing customer wait times and complaints.
- Ensured accuracy and professionalism while interacting with diverse populations, adhering to strict policy guidelines for effective service delivery.
- Processed licensing applications and conducted road tests to ensure compliance with state regulations.
Education
Associate of Applied Science - Criminal Justice Technology
11-2018
Skills
- Customer Service Operations
- Customer Satisfaction Metrics
- Escalation Management
- Quality Assurance
- Customer advocacy
- Process Improvement
- Cross-Functional Collaboration
- Case management systems
- Customer Interaction Platforms
- Reporting tools
- Remote Collaboration Tools
- Microsoft Office (Word, Excel, PowerPoint)
- Critical thinking
- Leadership & Team Support
- Reporting tools
- Remote Collaboration Tools
Accomplishments
- Consistently led teams to exceed service-level targets, improving resolution time and customer satisfaction.
- Identified operational bottlenecks and implemented corrective solutions, increasing productivity and reducing escalations.
- Recognized for leadership in managing high-pressure situations with composure and efficiency.
Work Preference
Work Type
Full TimeLocation Preference
RemoteHybridOn-SiteTimeline
Customer Experience Specialist - U.S. Bank
07.2025 - Current
Escalation Specialist - American Express
06.2022 - 05.2025
Escalation Specialist - TTEC
10.2020 - 06.2022
Operations Advisor - DriveTime
08.2019 - 04.2020
Customer Support Specialist - Georgia Department of Driver Services
09.2013 - 05.2018
Lanier Technical College - Associate of Applied Science, Criminal Justice Technology