- Fundraising Events
- Volunteer Work
- Participating in fundraising events to support local charities, schools, or community projects
Neressa Poole
Hampton,GA
Summary
Dedicated and results-driven Customer Service and Customer Support with over 10 years of experience in call center operations, technical support, and health Care services. Proven ability to resolve customer inquiries efficiently, improve customer satisfaction metrics, and provide seamless technical and billing support. Account management Adept at multitasking in fast-paced environments while utilizing CRM tools like Salesforce, Zendesk, and Jira to enhance service delivery.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Specialist | & Account Management
Discover
10.2021 - 09.2025
- Assist over 100 + people per day by engaging in a fast -Paced call environment via phone, and online chat.
- Provided daily support through Salesforce and inbound calls routing customers issue as the call came in.
- Assisted with customer inquiries about reward redemptions, customer information, updates card activations, making payments, processing lost or stolen cards, APR inquiries and processes credit line increase and decrease requests
- Utilized multiple systems to respond to troubleshooting and document customer inquiries
- Leveraged 2 standard screens, verbatim scripts and procedures.
- Successfully utilized Salesforce and multiple software tools to troubleshoot and resolve customer concerns.
- Updated customer payment information.
- Increased automation and customer engagement processes to increase customer engagement and CSAT
Appointment Scheduler
Omni Interactions
05.2021 - 09.2021
- Scheduled Covid 19 vaccination appointments for customer, ensuring seamless coordination.
- Managed appointment modifications, cancellations, and rescheduling while documenting interaction.
- Provide onsite customer support when needed in a client-facing role.
Customer Care Analyst
Bioiq
03.2018 - 04.2021
- Conducted 100-110 daily inbound and outbound calls for health participants regarding at-home testing.
- Assisted customer with health plan enrollment, enrolling members, password resets, and account setup.
- Managed data entry, Excel spreadsheets, and documented all interactions.
- Escalated Jira tickets to resolve technical support issues for customers.
- Communicated patient results to physicians and processed test kits efficiently.
Customer Support Specialist-Apple iOS Support with-Apple Products
Concentrix
12.2015 - 02.2018
- Provided tier -1 and tier-2 Apple product support for iPhone, iPads, MacBooks, and other devices.
- Assisted customers with Apple ID issues, password resets, data backup, and troubleshooting.
- Guided customer through device restoration and software updates remotely.
Customer Support Specialist
TSYS
01.2013 - 12.2015
- Assisted with over 85 in-bound calls per day assisting with customers’ concerns.
- Spoke to customers over the phone primarily, online chat or social media to resolve their questions and concerns, ensuring quick resolution of customer inquiries.
- Recognized trends and submitted shortcut ticket to report bugs and product requests to enhance the user experience. Troubleshoot issues and investigated to identify the root cause of the problem and advise the next steps to the solution.
- Assisted customers with password resets.
- Maintained confidence in finding solutions to the customers issues.
- Patiently resolved and de-escalated customers issues
- Updated customer information as necessary in our computer systems.
- Documenting on every call.
Education
Associate’s degree - business administration
American Intercontinental University
04.2012
Skills
- Customer Support & CRM: Salesforce Zendesk Five9 Intercom Confluence
- Communication & Collaboration: Slack Zoom Email & Chat Support
- Healthcare & Systems: CPIS CSAT Medical Terminology
- Technical & IT Support: Tech Troubleshooting Jira Ticketing SaaS Apple iOS Support
- Administrative & Data Entry: MS Office (Word, Excel, Outlook, PowerPoint) Data Entry (50 WPM)
- Call Center Operations & Customer Service
- Problem-Solving & Analytical Thinking
- I have a voracious appetite to learn, organized and able to prioritize effectively
- I’m very comfortable with the rapid pace and constantly changing landscape of an early-stage startup
- Billing & Payment Processing
- Inbound & Outbound Call Handling
- Multitasking & Time Management
- Very comfortable in a remote working setting
- Stress Tolerance & Adaptability
- Great communication skills
- Excellent written and verbal skills
- Work effectively in both team environment and independently
Accomplishments
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Documented and resolved [Issue] which led to [Results].
Certification
Consistently exceeded customer satisfaction metrics, improving retention rates. Recognized for outstanding customer service and problem solving. Successfully handled high call volumes in fast-paced environments.
Interests
Timeline
Customer Service Specialist | & Account Management
Discover
10.2021 - 09.2025
Appointment Scheduler
Omni Interactions
05.2021 - 09.2021
Customer Care Analyst
Bioiq
03.2018 - 04.2021
Customer Support Specialist-Apple iOS Support with-Apple Products
Concentrix
12.2015 - 02.2018
Customer Support Specialist
TSYS
01.2013 - 12.2015
Associate’s degree - business administration
American Intercontinental University