Roslyn Gray
Richardson,US
Summary
Results-driven professional with experience in customer/client support operations. Strong background in both non-profit and corporate industries. Extensive expertise in clinical/social psychology and mental health practices. Committed to enhancing business performance through growth and efficiency. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with customers/clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
25
25
years of professional experience
Work History
Customer Support Specialist
Leap LLC
Columbia, MD
02.2024 - 10.2024
- Provided exceptional customer support via phone, email, and chat channels to resolve inquiries, troubleshoot issues, and ensure customer satisfaction
- Collaborated with cross-functional teams including sales, product development, and technical support to escalate complex issues for resolution
- Assisted customers with product setup, installation, troubleshooting steps, and usage guidance through clear instructions over the phone or via written communication
- Managed a high volume of incoming calls/emails/chats while maintaining quality standards for response time and issue resolution
- Participated in ongoing training sessions to stay updated on new products/features as well as best practices for providing excellent customer service
- Collaborated with team members to share best practices, troubleshoot challenging cases together, and ensure consistent service delivery across the department
Senior Member Support Associate
Peloton Interactive Inc.
Plano, TX
01.2021 - 08.2023
- Cross-trained with Order Experience, Hardware/Software/Apparel, and Corporate Wellness to assist during peaks.
- Maintained a high level of professionalism and empathy while addressing customer concerns and resolving complaints in a timely manner
- Achieved an average customer satisfaction rating of XX% by consistently delivering prompt and effective solutions to meet their needs
- Utilized CRM software to accurately document customer interactions, update account information, and track issue resolution progress
- Provided exceptional customer support via phone, email, and chat channels to resolve inquiries, troubleshoot issues, and ensure customer satisfaction
- Mentored junior team members by providing guidance on complex cases/issues helping them develop their problem-solving skills and enhance overall team performance
- Maintained a positive attitude even during high-pressure situations or dealing with difficult customers ensuring professionalism at all times
- Developed strong rapport with customers through active listening, empathy, and effective communication skills resulting in increased customer loyalty and repeat business
- Recognized as a top performer within the team based on consistently meeting/exceeding key performance indicators (KPIs) such as average handle time (AHT), first call resolution (FCR), etc
MEMBER SUPPORT AGENT
Peloton Interactive Inc.
Plano, TX
01.2020 - 01.2021
- Assist members with inquiries regarding the Peloton Membership, equipment, accessories, and promotions
- Provided exceptional customer support via phone, email, and chat channels to resolve inquiries, troubleshoot issues, and ensure customer satisfaction
- Utilized CRM software to accurately document customer interactions, update account information, and track issue resolution progress
- Managed a high volume of incoming calls/emails/chats while maintaining quality standards for response time and issue resolution
- Recognized as a top performer within the team based on consistently meeting/exceeding key performance indicators (KPIs) such as average handle time (AHT), first call resolution (FCR), etc
- Developed strong rapport with customers through active listening, empathy, and effective communication skills resulting in increased customer loyalty and repeat business
- Maintained a positive attitude even during high-pressure situations or dealing with difficult customers ensuring professionalism at all time
FRONT OFFICE ASSISTANT
High Profile Staffing
Dallas, TX
01.2020 - 01.2020
FRONT OFFICE ASSISTANT
Star of Hope
Houston, TX
03.2017 - 11.2019
FRONT OFFICE ADMINISTRATOR
Imprimis Group
Dallas, TX
01.2015 - 01.2016
FRONT DESK AGENT
The Adolphus Hotel
Dallas, TX
01.2014 - 01.2015
FRONT DESK/INTAKE ASSISTANT
Austin Street Center
Dallas, TX
01.2013 - 01.2014
SHIFT SUPERVISOR
Dallas Life Foundation
Dallas, TX
01.2011 - 01.2013
MASTER LEVEL INTAKE COUNSELOR
United Behavioral Health
Houston, TX
01.2008 - 01.2010
- Facilitated the acquisition of precise benefit details for members and mental health providers
- Created and managed provider searches and referrals for Members
- Managed treatment authorization and confirmed Member's eligibility
CASE MANAGER
Neighborhood Centers, Inc
Bellaire, TX
01.2007 - 01.2008
- Performed comprehensive evaluations for individuals displaced by Hurricane Katrina
- Developed Individualized Development Plans, identifying appropriate resources.
- Managed the efficient acquisition and distribution of essential community resources.
- Contributed to community outreach efforts aimed at fostering self-sufficiency among clients.
EVALUATOR CLINICIAN
Western Psychiatric Institute and Clinic
Pittsburgh, PA
01.2005 - 01.2007
- Collaborated with a team of Psychiatrists and Residents to evaluate and diagnose patients
- Coordinated appropriate referrals for support services
- Provided clinical input for treatment planning and therapeutic problems resolution
- Used constructive communication to effectively manage crisis situations and maintain work safety
ADMINISTRATIVE CASE MANAGER
Allegheny East MH/MR Inc
Pittsburgh, PA
01.2004 - 01.2005
- Delivered guidance to individuals seeking mental health support
- Conducted evaluations on community health needs and services
- Collaborated with external organizations to deliver essential community resources to clients.
- Utilized database management to maintain accurate client records and statistics.
Mental Health Specialist
Human Services Administration Org.
Pittsburgh, PA
01.2003 - 01.2004
- Collaborated with parents and probation officers in interagency team meetings to establish and execute effective plans for juveniles
- Scheduled and facilitated holistic clinical assessments
- Served as a consultant for high-risk children and adolescents, offering mental health recommendations.
- Provided advocacy services in juvenile court systems
RESEARCH ASSOCIATE
University of Pittsburgh Medical Center
Pittsburgh, PA
01.2000 - 01.2003
- Managed various aspects of a longitudinal research project including recruiting, scheduling, data collection, and conducting interviews.
- Conducted effective interviews to analyze qualitative and quantitative data.
- Utilized data management software and databases to efficiently organize and store research data, facilitating easy retrieval and analysis.
- Contributed to the organization and execution of various research initiatives.
- Actively collaborated in team meetings for progress updates, issue resolution, and idea generation.
Education
MASTER OF SCIENCE IN APPLIED DEVELOPMENTAL PSYCHOLOGY -
University of Pittsburgh
12.2003
BACHELOR OF ARTS IN PSYCHOLOGY -
Indiana University of Pennsylvania
05.1998
Skills
- Work well in both individual and team capacities
- Seasoned work ethic
- Resourceful and results-driven
- Excellent communication skills
- Empathy and de-escalation skills
- Ability to handle escalated calls professionally
- Knowledge base management
- Customer service skills
- Problem-solving skills
- Time management skills
- Attention to detail
- Proficient in Microsoft Office
- Cultural awareness
- Administrative and office support
- Process transactions
- Merchandise orders and exchanges
- PC support
- Office meetings
- Trained in Salesforce/Zendesk
- Customer data confidentiality
- Billing adjustments and refunds
- Customer retention strategies
- Issue and complaint resolution
- Customer service excellence
- Customer Relationship Management (CRM)
- Technical Troubleshooting
- Online Chat Support
- Interpersonal Communication
- Team Collaboration
- Time management abilities
Timeline
Customer Support Specialist
Leap LLC
02.2024 - 10.2024
Senior Member Support Associate
Peloton Interactive Inc.
01.2021 - 08.2023
MEMBER SUPPORT AGENT
Peloton Interactive Inc.
01.2020 - 01.2021
FRONT OFFICE ASSISTANT
High Profile Staffing
01.2020 - 01.2020
FRONT OFFICE ASSISTANT
Star of Hope
03.2017 - 11.2019
FRONT OFFICE ADMINISTRATOR
Imprimis Group
01.2015 - 01.2016
FRONT DESK AGENT
The Adolphus Hotel
01.2014 - 01.2015
FRONT DESK/INTAKE ASSISTANT
Austin Street Center
01.2013 - 01.2014
SHIFT SUPERVISOR
Dallas Life Foundation
01.2011 - 01.2013
MASTER LEVEL INTAKE COUNSELOR
United Behavioral Health
01.2008 - 01.2010
CASE MANAGER
Neighborhood Centers, Inc
01.2007 - 01.2008
EVALUATOR CLINICIAN
Western Psychiatric Institute and Clinic
01.2005 - 01.2007
ADMINISTRATIVE CASE MANAGER
Allegheny East MH/MR Inc
01.2004 - 01.2005
Mental Health Specialist
Human Services Administration Org.
01.2003 - 01.2004
RESEARCH ASSOCIATE
University of Pittsburgh Medical Center
01.2000 - 01.2003
MASTER OF SCIENCE IN APPLIED DEVELOPMENTAL PSYCHOLOGY -
University of Pittsburgh
BACHELOR OF ARTS IN PSYCHOLOGY -
Indiana University of Pennsylvania
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