Trevon McElhaney
Jacksonville
Summary
Results-driven Customer Support Specialist with background in managing customer inquiries and complaints, troubleshooting technical issues, and maintaining high customer satisfaction levels. Strengths include problem-solving skills, empathetic communication style, and adeptness at learning new technologies. Significant impact made in previous roles through improvement of support processes to streamline operations and enhance customer experiences.
Overview
7
7
years of professional experience
Work History
Intake Specialist
Farah & Farah
04.2025 - Current
- Serve as the first point of contact for potential clients, handling high-volume inbound calls with professionalism, empathy, and confidentiality.
- Gather detailed information from callers regarding accidents, injuries, or legal concerns and accurately document case details in CRM systems for attorney review.
- Evaluate client eligibility by asking qualifying questions and determining case viability based on firm criteria.
- Enter and manage client data, ensuring all records are complete, accurate, and compliant with legal and privacy standards.
- Schedule consultations and coordinate with attorneys and case managers to facilitate smooth case transitions.
- Provide compassionate support to clients in emotional or stressful situations, maintaining professionalism and discretion.
- Follow up with leads, assist with documentation requests, and update case statuses as needed to support workflow efficiency.
- Maintain strong knowledge of legal terminology, case types, and firm procedures to guide clients effectively.
Customer Support Specialist
US Bank National Association
04.2023 - 07.2024
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Researched customer inquiries using available resources such as FAQs and online forums.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Monitored customer accounts for suspicious activity, including large transfers or irregular patterns of behavior.
Banking Customer Service Representative
Bank of America
01.2021 - 12.2022
- Provided account information and answered customer inquiries in a timely manner.
- Maintained records of customer accounts including transactions and balances.
- Received telephone calls from customers regarding their accounts or services provided by the bank.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Collection Specialist
ERC
07.2018 - 08.2020
- Handled incoming calls from customers regarding account status, billing inquiries, payment arrangements.
- Developed solutions to resolve customer payment disputes or discrepancies.
- Utilized problem-solving skills to address complex issues that arose during collection efforts.
- Met demands of busy collections group by performing high volume of daily calls.
Education
High School Diploma -
Coffee County High School
Douglas, GA05-2017
Skills
- Customer service excellence
- Payment Processing
- CRM Software
- Technical Troubleshooting
- Complaint Handling
- Help Desk Support
- Incoming Call Management
Education and Training
other
Timeline
Intake Specialist
Farah & Farah
04.2025 - Current
Customer Support Specialist
US Bank National Association
04.2023 - 07.2024
Banking Customer Service Representative
Bank of America
01.2021 - 12.2022
Collection Specialist
ERC
07.2018 - 08.2020
High School Diploma -
Coffee County High School