Paula Nelson
Crowley,TX
Summary
Dynamic Customer Support Specialist with over 10 years proven expertise in enhancing customer satisfaction through effective problem-solving and conflict resolution. Skilled in CRM software and active listening, I successfully managed high-volume inquiries, resolved complex issues, and fostered strong client relationships, resulting in increased loyalty and repeat business.
Overview
12
12
years of professional experience
Work History
Customer Support Specialist
Aflac
Hoffman Estates, IL
03.2019 - 08.2025
- Provided timely responses to customer inquiries, ensuring a positive experience.
- Assisted in troubleshooting product issues, enhancing customer satisfaction and loyalty.
- Documented customer interactions accurately for future reference and quality assurance.
- Collaborated with team members to streamline support processes and improve efficiency.
- Utilized CRM software to track and manage customer requests effectively.
- Engaged in continuous learning about products and services to provide accurate information.
- Participated in training sessions to enhance skills and knowledge of support protocols.
- Supported the development of FAQ resources to empower customers with self-service options.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
Customer Service Representative
Xfinity Comcast
South Holland, IL
11.2013 - 01.2019
- Assisted customers with technical issues, providing effective resolutions and enhancing user experience.
- Managed high-volume inbound calls, ensuring prompt and accurate service delivery.
- Documented customer interactions in CRM system, maintaining detailed records for follow-up and analysis.
- Collaborated with team members to improve workflow processes and enhance overall efficiency.
- Resolved billing inquiries, ensuring clarity and accuracy in customer account statements.
- Trained new representatives on company policies, procedures, and effective customer interaction techniques.
- Monitored service outages and communicated updates to affected customers, providing timely information and support.
- Implemented feedback mechanisms to capture customer insights, driving continuous improvement initiatives within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Business Communication
Chicago State University
Chicago, IL10.2020
Skills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Data entry
- Help desk support
- Call center experience
- Conflict resolution
- Live chat support
- Ticket management
- Quality assurance
- Product knowledge
- Active listening
- Customer response
- Appointment scheduling
- Product and Service Support
- Payment processing
- Time management
- Empathy and patience
Timeline
Customer Support Specialist
Aflac
03.2019 - 08.2025
Customer Service Representative
Xfinity Comcast
11.2013 - 01.2019
Business Communication
Chicago State University