Paul Cole
Addison,TX
Summary
Customer Support Specialist with strong experience in customer interaction, issue resolution, and service improvement. Adept at maintaining expert product knowledge, handling inquiries across multiple channels, and ensuring customer satisfaction. Skilled in leveraging CRM systems, analyzing customer feedback, and collaborating with cross-functional teams to optimize processes. Recognized for clear communication, empathy, and problem-solving abilities.
Overview
9
9
years of professional experience
Work History
Customer Support Specialist
Alinea
01.2021 - Current
- Respond promptly to customer inquiries, ensuring professional and accurate communication.
- Maintain expert knowledge of company products to provide effective guidance and recommendations.
- Process customer orders, payments, and returns while maintaining compliance with policies.
- Record and document customer interactions and resolutions in CRM systems (Zendesk, Epic).
- Collect customer feedback and escalate common concerns to improve service delivery.
- Resolved high-volume inquiries daily with a focus on empathy, professionalism, and efficiency.
Customer Support Associate
Fundify
02.2019 - 10.2021
- Handled inbound/outbound calls and emails, resolving customer issues in a timely manner.
- Investigated concerns, identified solutions, and ensured complete issue resolution.
- Maintained accurate records of customer accounts and interactions in CRM systems.
- Collected and analyzed feedback to improve processes and reduce recurring issues.
- Built strong relationships with customers by demonstrating patience and empathy.
Customer Service Representative
Cigna Health
03.2017 - 08.2019
- Provided frontline support by responding to customer inquiries and resolving complaints.
- Processed billing inquiries, payments, and account adjustments while ensuring accuracy.
- Collaborated with teams to improve customer experience and reduce service delays.
- Documented interactions, created reports, and maintained account accuracy.
- Consistently achieved high customer satisfaction ratings through professional service delivery.
Education
Bachelor of Art -
Lagos State University
Skills
- Customer Communication (Phone, Email, Chat)
- Problem Solving & Conflict Resolution
- CRM Platforms: Epic, Cerner, Zendesk, Jira Service Desk
- Order Processing & Payment Handling
- Record Keeping & Documentation
- Feedback Collection & Reporting
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Data Analysis (VLOOKUP, PivotTables, Power Query)
Accomplishments
As a dedicated Customer Service Representative with over 5 years of experience, I have consistently delivered high-quality support in fast-paced environments, contributing to a 25%+ improvement in customer satisfaction scores and reducing average resolution time by up to 30%. I’ve successfully handled high volumes of customer inquiries via phone, email, and chat while maintaining a customer-first mindset, resulting in repeated recognition for exceeding performance metrics such as CSAT, first contact resolution, and NPS. My ability to de-escalate conflicts, understand customer needs, and collaborate cross-functionally has helped retain key clients and enhance the overall customer experience.
Affiliations
- Project Management Institute
- American Society of Safety Professionals
- Rotary International
- Society of Human Resource Management
- National Association of Social Workers
Languages
English
Full Professional
Software
Zendesk
Freshdesk
Intercom
HubSpot
LiveAgent
Tidio
Help Scout
HappyFox
VA
Interests
- Participating in cultural exchange programs and homestays
- Enjoy participating in [activity] for overall physical and mental well-being
- Graphic Design
- Community Cleanup
- Cooking
- I like working with my hands and fixing things
- Youth Development Programs
- I participate in low-impact exercises to strengthen core muscles
- Volunteering
- Watching Movies and TV Shows
- Web Development and Design
Timeline
Customer Support Specialist
Alinea
01.2021 - Current
Customer Support Associate
Fundify
02.2019 - 10.2021
Customer Service Representative
Cigna Health
03.2017 - 08.2019
Bachelor of Art -
Lagos State University