Jaime Collison
LUMOS
HIGHPOINT,NC
25
years of professional experience
Dependable customer service specialist with experience training new team members, documenting requests, and supporting policy-driven operations. Strong in active listening, conflict resolution, and handling sensitive customer concerns. Focused on improving consistency, compliance, and customer satisfaction.
Experienced customer service specialist with strengths in billing support, complaint resolution, and escalation management. Known for clear communication, calm de-escalation, and maintaining service quality in high-volume environments.
Work History
Customer Service Specialist
25 Years 4 Months- Investigated billing service and account issues, resolved complex inquiries, and delivered accurate professional responses to customers.
- Coordinated service restorations through ownership of escalation management with technical and operations teams to improve resolution speed.
- Delivered onboarding training for customer service procedures, call handling practices, and documentation standards to support consistent service operations.
- Managed sensitive customer situations with de-escalation techniques and policy-based problem solving.
- Updated customer records, service requests, and billing details while ensuring accuracy and compliance.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer's needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promptly responded to inquiries and requests from prospective customers.
Education
Attended HPU
High School Diploma
Skills
Customer service
High-volume support
Complaint resolution
Billing inquiries
Customer retention
Service excellence
Client interaction
Live chat support
Documentation management
Verbal and written communication
Communication proficiency
Active listening
Prioritization
Conflict resolution
Timeline
Customer Service Specialist
LUMOS
09.2000 - 01.2026Read More
High Point University
Attended HPU
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T Wingate Andrews
High School Diploma
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