Summary
Overview
Work History
Education
Skills
Timeline
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Holly Gray

Dayton

Summary

Developed exceptional client relationship skills in fast-paced environment, demonstrating adaptability and strong communication abilities. Adept at understanding client needs and providing effective solutions. Seeking to leverage these transferrable skills in new and challenging field.

Overview

11
11
years of professional experience

Work History

Client Service Specialist

Accredo
04.2024 - Current
  • Provide exceptional customer support by resolving inquiries and issues through phone, email, and live chat, ensuring a high level of client satisfaction
  • Efficiently manage customer accounts by processing orders, updating account information, and tracking service requests, maintaining accurate records in the CRM system
  • Collaborate with cross-functional teams including sales, technical support, and billing to ensure seamless client experiences and timely issue resolution
  • Build and maintain strong client relationships by proactively addressing customer needs, offering solutions, and following up on feedback to enhance service quality
  • Analyze customer feedback to identify trends, suggesting improvements to products, services, and support processes to enhance overall client satisfaction

Customer Support Specialist

Conduent
08.2023 - 04.2024
  • Monitor and prioritize customer requests to ensure timely resolution, balancing multiple cases and maintaining high service standards in a fast-paced environment
  • Educate customers on product features and services, helping them maximize their use of offerings while identifying opportunities for upselling
  • Maintain detailed and accurate records of customer interactions, transactions, and feedback in the CRM system to ensure seamless follow-up and support continuity
  • Provide technical and product support by troubleshooting problems, guiding customers through step-by-step solutions, and escalating complex cases when needed
  • Respond promptly to customer inquiries via phone, email, and chat, delivering accurate information and solutions to resolve issues effectively

Customer Service Representative

CareSource
07.2014 - 07.2016
  • Collaborate with remote teams across different departments to address customer needs, share feedback, and improve service processes
  • Manage multiple customer accounts, updating information, processing orders, and tracking service requests using CRM tools to ensure data accuracy and efficiency
  • Educate customers on product features and services, providing detailed explanations and support to help customers navigate and maximize their experience
  • Resolve customer complaints by identifying problems, troubleshooting solutions, and guiding customers through corrective actions while maintaining a calm and empathetic demeanor
  • Handle customer inquiries and issues via phone, email, and chat, providing prompt and professional assistance to ensure customer satisfaction

Education

BACHELOR'S IN PSYCHOLOGY - ASSOCIATE OF ARTS WITH A CONCENTRATION IN HEALTH CARE ADMINISTRATION, MEDICAL RECORDS

University of Phoenix
05.2016

Skills

  • Call Documentation
  • Customer Service Skills
  • Data Entry Software
  • Database Management
  • Remote Work Collaboration Tools
  • Attention to Detail
  • Time Management
  • CRM
  • Conflict resolution
  • Order and Refund Processing
  • Communication Skills
  • Problem-Solving
  • Strong empathy
  • Critical thinking
  • Customer relationship management (CRM)
  • Telephone skills

Timeline

Client Service Specialist

Accredo
04.2024 - Current

Customer Support Specialist

Conduent
08.2023 - 04.2024

Customer Service Representative

CareSource
07.2014 - 07.2016

BACHELOR'S IN PSYCHOLOGY - ASSOCIATE OF ARTS WITH A CONCENTRATION IN HEALTH CARE ADMINISTRATION, MEDICAL RECORDS

University of Phoenix

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Holly Gray