Trinesha Porter
Chicago
Summary
Dedicated and customer-focused Customer Service Representative with over 10 years of experience in delivering exceptional support and ensuring customer satisfaction. Proven track record of handling high-volume calls, resolving complex issues and providing personalized solutions. Adept at utilizing CRM software, managing customer accounts and collaborating with cross functional teams to enhance service delivery. Committed to maintaining a positive brand image and fostering long-term customer relationships through effective communication and problem-solving skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE REPRESENTATIVE
UNITED STATES POSTAL SERVICE
03.2019 - Current
- Provide exceptional customer support to a diverse client base, handling inquiries, complaints, and service request in a timely professional manner
- Manage customer accounts, processed payments, and provided information on products and services
- Resolve customer issues related to mail delivery, tracking and account discrepancies, ensuring customer satisfaction and retention
- Handles customer complaints and escalation, demonstrating empathy and problemsolving skills to achieve positive resolutions
- Assist in training new customer service representatives, offering guidance on company policies and customer interaction techniques
- Develop and maintain strong relationships with repeat customers to increase sales and customer retention
- Consistently meet or exceed performance targets, including customer satisfaction and response times
- Coordinate with internal departments to resolve complex customer issues improving resolution times
- Ability to manage and de-escalate customer complaints, leading to a great percentage reduction in negative feedback
- Efficiently able to manage a high volume workload in a fast paced environment, consistently meeting and exceeding service level agreements
Patient Service Representative
Metro South Hospital
Chicago
06.2016 - 08.2019
- Front Desk & Scheduling – Greet patients, check them in/out, verify insurance, and schedule or confirm appointments.
Patient Communication – Answer phone calls, respond to patient inquiries, and provide information about services, billing, or procedures.
Administrative & Recordkeeping – Maintain accurate patient records, process forms, handle payments, and ensure compliance with privacy regulations (HIPAA).
CUSTOMER SERVICE REPRESENTATIVE
KANAS CHILD SUPPORT CALL CENTER
05.2016 - 12.2018
- Handled an average of 50 inbound and outbound calls daily assisting clients with inquiries about child support payments, case status, and enforcement procedures
- Provided clear and accurate information to custodial and non-custodial parents regarding their rights and obligations under child support laws
- Resolved escalated issues related to payment processing, account discrepancies, and legal documentation ensuring client satisfaction and compliance with regulations
- Processed and verified sensitive information, including financial data and legal documents, while adhering to confidentiality and privacy laws
- Guided Clients through the application process for child support services, including establishing paternity, modifying existing orders, and enforcing support obligations
- Collaborated with legal teams, social workers and other state agencies to expedite the resolution of complex child support cases
- Educated clients on state and federal regulations governing child support, ensuring compliance and understanding of their responsibilities
- Maintained detailed records of client interactions and case updates in the case management system, ensuring accurate documentation and follow-up
- Consistently met or exceeded performance metrics, including call resolution times, customer satisfaction scores, and compliance with legal protocols
- De-escalated emotionally charged situations with empathy and professionalism, successfully mediating disputes between parties
- Conducted follow up calls to ensure issues were resolved and families were satisfied
- Participated in continuous training to stay updated on laws and regulations to provide customer best practices
Education
Bachelor of Business -
Western Governors University
Chicago, IL, United StatesHigh School Diploma -
Rich Central High School
Olympia Fields, ILSkills
- Customer Success
- Microsoft Word
- Microsoft PowerPoint
- Microsoft Excel
- Customer relationship management
- Time management
- Customer Service
- Customer Support
- Customer Retention
- Team Collaboration
- Data Entry
- Live chat support
- Email support tools
- Complaint Handling
- Complaint Resolution
Certification
- Bloodborne Pathogen (BBP)
- HIPAA
Additional Information - Postal Exam
USPS, Passed, 03/01/19
Timeline
CUSTOMER SERVICE REPRESENTATIVE
UNITED STATES POSTAL SERVICE
03.2019 - Current
Patient Service Representative
Metro South Hospital
06.2016 - 08.2019
CUSTOMER SERVICE REPRESENTATIVE
KANAS CHILD SUPPORT CALL CENTER
05.2016 - 12.2018
Bachelor of Business -
Western Governors University
High School Diploma -
Rich Central High School