Quinesha Collins
Birmingham,AL
Summary
Customer Service Specialist with 6+ years of experience in fast-paced, high-volume contact centers across financial services, retail, telecommunications, and technical support. Proven track record of exceeding performance metrics, resolving escalated issues, and delivering exceptional service across multiple channels. Known for strong problem-solving skills, attention to detail, and ability to build trust in remote work environments. Tech-savvy, adaptable, and passionate about enhancing customer satisfaction.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Golden Customer Care
09.2023 - Current
- Manage 60+ inbound calls and emails daily, resolving product inquiries and account concerns with empathy and efficiency.
- Prevented 25% of cancellations by promoting loyalty offers and providing personalized solutions.
- Utilized CRM systems to document interactions, update customer records, and maintain data accuracy.
- Maintained 98% customer satisfaction score by adhering to quality and response time standards.
- Remote
Tax Preparer
Jackson Hewitt
11.2022 - 04.2024
- Prepared over 250 accurate federal and state tax returns in compliance with IRS guidelines.
- Educated clients on deductions and tax-saving opportunities, increasing satisfaction and repeat business.
- Maintained strict confidentiality and followed data privacy standards for all financial documents.
- Remote
Customer Service Representative
T-Mobile
10.2021 - 12.2022
- Resolved billing discrepancies and technical issues for wireless customers, reducing repeat calls by 20%.
- Consistently met or exceeded KPIs in call quality, resolution time, and customer satisfaction.
- Promoted plan upgrades and device features, contributing to a 15% increase in upsell revenue.
- Remote
Credit Card Customer Service Representative
Wells Fargo
01.2020 - 12.2021
- Delivered secure assistance with credit card transactions, fraud claims, and digital banking support.
- Processed account updates, payment plans, and dispute resolutions in compliance with bank regulations.
- Handled 80+ calls per shift with high accuracy, professionalism, and attention to compliance standards.
- Remote
Education
Associate Degree - Business Administration And Management
Lawson State Community College
Birmingham, AL01.2018
GED -
Jefferson State Community College
Birmingham, AL09-2009
Skills
- Time Management
- Attention to Detail
- Call Center Operations: Call handling, Script Adherence, Telephone Etiquette
- Technical Support: Troubleshooting, Application Support, Remote Assistance
- Tools & Systems: Salesforce, Zendesk, TS Teams, Slack, MS Office, Banking Software, CRM Software
- Account Management
- Efficient Multitasking and Organization
- Data Entry
- Customer service: Call Handling, Escalation Management, Conflict Resolution, Retention Strategies, First- Call Resolution, Building Rapport, Active Listening, Critical Thinking, Verbal and Written Communication
- Information Security
- Quality Assurance
- Written and oral communication
Timeline
Customer Service Representative
Golden Customer Care
09.2023 - Current
Tax Preparer
Jackson Hewitt
11.2022 - 04.2024
Customer Service Representative
T-Mobile
10.2021 - 12.2022
Credit Card Customer Service Representative
Wells Fargo
01.2020 - 12.2021
Associate Degree - Business Administration And Management
Lawson State Community College
GED -
Jefferson State Community College
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