QUONTELIS GILMORE
Support Solutions
Poplarville,MS
6
years of professional experience
Customer Service professional with 5+ years of experience supporting high-volume inquiries, resolving complex issues, and maintaining accurate documentation. Skilled in explaining policies, handling confidential information, and managing case workflows – strengths that transfer directly into benefits administration, leave coordination, and HR operations. Strong communicator with proven ability to collaborate across teams and deliver clear, empathetic support. Proficient with spreadsheets, CRM/HRIS systems, and multi-state support environments.
Work History
Customer Service Representative
1 Year 1 Month- Assisted customers with complex inquiries, providing clear explanations of policies, eligibility rules, and account details – directly transferable to explaining benefits programs.
- Managed a high-volume caseload of support tickets with accurate documentation and timely follow-up.
- Handled sensitive personal information with strict confidentiality, aligning with standards similar to FMLA, ADA, and HIPAA expectations.
- Identified trends in customer issues and escalated findings to leadership to support process improvements.
- Collaborated with billing, technical support, and supervisory teams to resolve complex cases – mirroring HR, Payroll, and vendor coordination.
- Utilized CRM systems to track cases, update records, and maintain accurate data – transferable to HRIS platforms.
Customer Support Associate
2 Years 8 Months- Delivered multi-channel support (phone, email, chat) while maintaining high customer satisfaction scores.
- Explained service plans, billing policies, and account options in clear, simple language.
- Documented all interactions accurately to meet internal quality and compliance standards.
- Resolved escalated issues by coordinating with internal departments.
- Maintained strong performance metrics in speed, accuracy, and professionalism.
Customer Service Agent
2 Years 4 Months- Provided front-line support to customers, resolving issues efficiently and maintaining a positive experience.
- Built foundational communication and problem-solving skills essential for HR and benefits roles.
- Maintained accurate records of customer interactions and follow-ups.
- Assisted with training new team members by sharing best practices.
- Customer Engagement
Education
- Business Administration
Program not completed
- General Studies Coursework
No diploma
Skills
Customer Support & Issue Resolution
Benefits & Policy Explanation (transferable)
High-Volume Case Handling
Documentation & Data Accuracy
Excel / Google Sheets
HRIS / CRM System Familiarity
Confidential Information Handling
Cross-Functional Collaboration
Problem Solving & De-escalation
Multi-State Support Experience
Timeline
Customer Service Representative
Support Solutions
03.2021 - 04.2022Read More
Customer Support Associate
BrightConnect Communications
06.2018 - 02.2021Read More
Customer Service Agent
Retail Solutions Group
01.2016 - 05.2018Read More
Pearl River Community College (PRCC)
from General Studies Coursework
Read More
Virginia College
from Business Administration
Read More