TITAYANA ROBINSON
EdFinancial Services
Montgomery,AL
5
years of professional experience
Delivered customer-facing support for financial-aid and student-loan processes, handling complex inquiries and technical issues while explaining information clearly and supporting customers through stressful situations with empathy.
Work History
CUSTOMER SERVICE REPRESENTATIVE
1 Year 11 Months- Provide inbound customer service for student-loan and financial-aid inquiries, helping customers understand available options, account information, and next steps.
- Secured public trust clearance to support eligibility for access to sensitive work and authorized responsibilities.
- Managed customer inquiries related to Financial Aid, Public Service Loan Forgiveness (PSLF) and Total and Permanent Disability (TPD) discharge eligibility, and loan repayment/payment-plan options.
- Research account and program information, identify appropriate resolutions, and explain complex policies and processes in clear, easy-to-understand language.
- Managed sensitive, stressful customer situations using active listening, empathy, and solution-focused professionalism.
- Accurately document customer interactions and account activity while following established procedures and service expectations.
- Manage a high volume of inbound calls while maintaining attention to detail, quality, and customer experience.
- Managed remote work operations and ongoing task execution.
- Coordinated with internal teams to research account discrepancies and complete corrections.
TECHNICAL SUPPORT SPECIALIST I
1 Year 3 Months- Provided remote technical support by responding to customer inquiries through chat and guiding users through troubleshooting steps.
- Identified issues, explained solutions clearly, and assisted customers in restoring service and functionality.
- Monitored systems, troubleshot errors, and resolved or escalated issues while maintaining service-level expectations.
- Documented customer interactions and work-order details accurately to support quality assurance and continuity of service.
- Managed multiple support requests while maintaining patience, professionalism, and attention to detail.
- Remote
Account Support Specialist
1 Year 9 Months- Handled a constant flow of customer telephone calls while maintaining a professional, empathetic, and solution-focused approach.
- Resolved customer complaints and concerns by listening carefully, identifying needs, and providing appropriate solutions.
- Processed transactions accurately while following company standards, procedures, and legal requirements.
- Assisted customers with navigating systems, completing transactions, and opening or closing accounts.
- Exceeded performance expectations by consistently meeting or surpassing productivity goals in a high-volume environment.
- Remote
Education
High School Diploma
Skills
Customer & Member Service
Active Listening & Empathy
Technical Troubleshooting
Remote Customer Support
High-Volume Phone Support
Research & Information Gathering
Microsoft Office / Excel
Problem Solving & Critical Thinking
Financial Aid & Loan Support
Accurate Documentation
Multitasking & Time Management
Data entry
ADDITIONAL INFORMATION
Experienced remote worker with strong computer proficiency and comfort learning new software and systems. Experienced in structured, high-volume service environments requiring frequent communication, research, documentation, multitasking, and problem resolution.
Timeline
CUSTOMER SERVICE REPRESENTATIVE
EdFinancial Services
11.2024 - CurrentRead More
TECHNICAL SUPPORT SPECIALIST I
Kelly Services
08.2023 - 11.2024Read More
Account Support Specialist
Sykes Enterprises, Incorporated
10.2021 - 07.2023Read More
Carver High School
High School Diploma
Read More