Ebony Miller
Lake Charles
Summary
Dynamic customer service professional with extensive experience at Verizon, adept at enhancing customer satisfaction through effective problem-solving and communication. Proven track record of increasing retention rates and mentoring teams. Proficient in CRM software, I thrive in remote environments, delivering results that foster strong client relationships and drive success.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Remote Customer Solutions
Verizon, Asurion Call Center
Lake Charles
03.2022 - 03.2025
- Managed a high volume of inbound calls, addressing customer questions related to wireless plans, billing, and technical issues.
- Implemented troubleshooting techniques to solve customer issues promptly, contributing to an increased customer retention rate.
- Trained and mentored new team members, sharing best practices for improving customer interactions.
Virtual Customer Service Specialist
Home Health Services
Lake Charles
04.2020 - 02.2022
- Assisted clients and families with inquiries related to in-home care services, providing clear, compassionate support.
- Coordinated care services with providers ensure seamless communication and satisfaction for all parties involved.
- Resolved complaints efficiently while adhering to HIPAA regulations, increasing customer satisfaction ratings by 15%.
Customer Service Representative
AT&T Call Center
Houston
02.2019 - 04.2020
- Delivered exceptional customer service via phone and chat, addressing inquiries, resolving issues, and fostering long-term relationships with customers.
- Educated customers about telecommunications services and products, upselling offerings based on individual needs.
- Collaborated with team members to streamline processes, resulting in a 0% decrease in average response time.
Customer Service Associate Team Leader
ConcertoHealth
Houston
06.2017 - 01.2019
- Acted as a primary point of contact for patients and healthcare providers, delivering detailed information about prescription services and processes.
- Followed up on customer inquiries and order statuses, ensuring timely delivery of services, resulting in a 30% increase in positive customer feedback.
- Maintained accurate records of interactions, and escalated unresolved issues to management as necessary.
Education
Associate of Applied Science - Information Technology
Portland State University
Portland, OR05-2016
Skills
- Excellent verbal and written communication
- Proficient in CRM software and Microsoft Office Suite
- Strong problem-solving and conflict-resolution abilities
- Ability to work independently and in a remote environment
Certification
- Medical Assistant
- Phlebotomist
- Cpr/First Aid/AED
References
References available upon request.
Timeline
Remote Customer Solutions
Verizon, Asurion Call Center
03.2022 - 03.2025
Virtual Customer Service Specialist
Home Health Services
04.2020 - 02.2022
Customer Service Representative
AT&T Call Center
02.2019 - 04.2020
Customer Service Associate Team Leader
ConcertoHealth
06.2017 - 01.2019
Associate of Applied Science - Information Technology
Portland State University
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