Professional Summary
Customer service agent with over 3 years of experience supporting high-volume sales teams and managing client inquiries. Specialises in ticket resolution, customer satisfaction metrics, and cross-functional collaboration. Committed to maintaining high service standards and improving client retention rates.
Skills
- Communication
- Customer Service
- GO
- Jira
- Account Management
- R
- Zendesk
- CRM Management
- Problem Solving
Experience
Customer Service Agent — Spade Recruiting
- Resolved an average of 75 client tickets daily, maintaining a satisfaction score of 92%.
- Collaborated with sales teams to follow up on lead inquiries, shortening response times by 40%.
- Trained 4 new agents on CRM best practices and Zendesk workflows.
- Developed FAQ resources that reduced repetitive queries by 30%.
- Escalated high-risk accounts to leadership with detailed context, preventing churn.
Sales Intern — Breedon
- Supported account managers by preparing client briefs and updating CRM records.
- Monitored competitor offerings and summarised insights for the sales team weekly.
- Assisted with event logistics for regional trade shows and follow-up outreach.
- Maintained sales pipeline spreadsheets that improved forecasting accuracy.
- Shadowed senior reps on calls to learn negotiation and relationship-building tactics.
Education
High School Diploma
Lincoln High School