Chelsea Harvey
Covington
Summary
Experienced with customer support and resolving inquiries effectively. Utilizes strong communication and problem-solving skills to address customer needs. Track record of enhancing customer satisfaction and fostering positive interactions
Offering excellent interpersonal and problem-solving skills, with genuine interest in helping customers. Brings solid understanding of customer interaction processes and adeptness in using digital communication tools. Ready to use and develop strong communication and problem-solving skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Support Advisor
Conduent
03.2022 - 02.2025
- Handled escalated cases skillfully by collaborating with other departments and utilizing available resources to reach agreeable resolutions.
- Maintained detailed records of customer interactions, allowing for better tracking of trends and improvements in service delivery.
- Promoted a positive work environment by actively contributing ideas during team meetings aimed at enhancing overall productivity.
- Managed high call volume while maintaining a professional demeanor and ensuring first-call resolution.
- Upheld company policies while advocating for customers'' best interests, fostering trust between clients and the organization.
- Improved customer satisfaction by resolving complex issues and providing exceptional service.
- Provided personalized support experiences by actively listening to customers'' needs and offering tailored solutions.
Customer Service Representative
Concentrix
02.2020 - 03.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Maintained up-to-date knowledge of product and service changes.
IT Technical Support Specialist
Sitel
08.2017 - 06.2020
- Streamlined IT processes for increased efficiency and reduced downtime.
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular
- Exceeded customer satisfaction targets with prompt response times and thorough issue resolution.
- Used ticketing systems to manage and process support actions and requests.
- Diagnosed and troubleshot hardware, software and network issues.
Education
High School Diploma -
Brighton High School
TNAssociate of Applied Science - Healthcare Administration
Grantham University
Lenexa, KS06-2025
Skills
- CRM software
- Call handling
- Customer service excellence
- Complaint handling
- Data management
- Inbound call answering
- Software troubleshooting
- Customer service
- Problem-solving
- Effective communication
- Adaptability and flexibility
- Remote support
Certification
- Certified Medical Manager (CMM) - Professional Association of Health Care Office Management.
Timeline
Customer Support Advisor
Conduent
03.2022 - 02.2025
Customer Service Representative
Concentrix
02.2020 - 03.2022
IT Technical Support Specialist
Sitel
08.2017 - 06.2020
High School Diploma -
Brighton High School
Associate of Applied Science - Healthcare Administration
Grantham University
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