About
Client-facing customer service professional with a strong Salesforce background and proven success resolving high volumes of phone and email inquiries.
Experienced managing shared inboxes, coordinating with vendors and internal teams, and documenting client interactions with accuracy and compliance.
Skilled at building trust with clients and decision makers, de-escalating issues, and delivering consistent, high-satisfaction service in fast-paced, remote environments.
Experience
Test Center Administrator
PSI Testing (Contract)
Nov 2025 – Apr 2026
• Delivered attentive, professional service to test takers in a structured, high-volume environment, supervising up to 25 exams per shift while maintaining strict compliance with testing policies.
• Prepared and serviced testing software and equipment, resolving issues quickly to keep sessions on schedule.
• Communicated clearly and calmly with clients under time pressure, reflecting strong attendance and personal accountability.
Testing SoftwareClient ServiceCompliance
Client Advocate
Advanced Call Center Technologies | Bank of America
May 2024 – Oct 2025
• Handled a high daily volume of client calls and cases, documenting more than 40 interactions per day to support accurate records and audit readiness.
• Partnered with compliance and fraud teams to research and resolve discrepancies, reducing account risk through strong problem-solving and critical thinking.
• Maintained 96–103% customer satisfaction ratings by combining accurate support with effective escalation handling.
Client CallsComplianceFraud Research
Scheduling Coordinator
Pearson VUE
May 2022 – Apr 2024
• Managed two shared email inboxes with team members, coordinating accommodations and consultative solutions for test takers and internal stakeholders.
• Coordinated with third-party vendors, testing sites, and internal teams to resolve high-priority service requests.
• Maintained 150+ client case records weekly in Salesforce, ensuring accuracy, transparency, and compliance.
• Provided customer service across 300+ client calls weekly,using time management and multi-tasking skills.
SalesforceEmail ManagementClient Coordination
Leave of Absence
Family Caregiving
Jun 2014 – Apr 2022
CaregivingTime ManagementPersonal Accountability
Customer Relations / Collections Specialist
AT&T
Feb 2012 – May 2014
• Updated customer records in real time to support accurate billing and issue resolution.
• Communicated professionally with customers to resolve billing concerns and payment issue.
Customer RecordsBillingIssue Resolution
Education
East Tennessee State University
Bachelor of Science · Communications
East Tennessee State University
Graduate Certification · Business Administration
Certifications
Salesforce Sales Operations Professional Certificate
Salesforce
Dec 2024 – No expiry
IBM Data Science Professional Certificate
IBM
Feb 2024 – No expiry
Skills
Case DocumentationUpselling ProductsData EntryPhone & Email SupportSalesforceMicrosoft Office Suite
Languages
English (Native or bilingual proficiency)
