Evelyn M. Curry
New Haven
Summary
Detail-oriented Support Specialist recognized for strong problem-solving and communication skills. Extensive experience managing customer inquiries and coaching/mentoring staff, committed to driving exceptional customer experiences, and enhancing operational efficiency.
Overview
11
11
years of professional experience
Work History
Support Specialist
Inspira Financial, Inc.
Oak Brook
01.2019 - Current
- Provided customer support through phone, email, and chat channels.
- Resolved client inquiries efficiently using internal ticketing systems.
- Documented client interactions and solutions in knowledge management system.
- Assisted in training new employees on support protocols and systems.
- Maintained up-to-date knowledge of financial products and services offered.
- Documented customer interactions and contact information into company database.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Provided technical support to customers via phone and email.
- Provided guidance to junior members of the team on best practices.
- Ensured compliance with company policies regarding security protocols.
- Collaborated with internal teams to resolve escalated customer queries quickly.
- Maintained positive working relationship with fellow staff and management.
Customer Service Supervisor
CVS Health
Woonsocket
11.2017 - 01.2019
- Supervised daily customer service operations and team performance.
- Resolved customer complaints through effective conflict resolution strategies.
- Analyzed customer feedback to improve service quality and processes.
- Coordinated with other departments to enhance overall customer experience.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
Customer Service Representative
PayFlex Systems USA Inc.
Omaha
11.2014 - 11.2017
- Managed customer inquiries through multiple communication channels.
- Resolved complex issues by collaborating with cross-functional teams.
- Provided feedback to management on common customer concerns.
- Assisted customers with product selection based on their individual needs and preferences.
- Provided customers with product and service information.
- Utilized excellent customer service skills to ensure satisfaction of all customers.
Education
Associate of Applied Science - Business Administration
Ivy Tech
Fort Wayne, IN05-2013
Skills
- Customer relationship management
- Knowledge management
- Conflict resolution
- Team collaboration
- Effective communication
- Problem solving
- Attention to detail
- Cross-functional teamwork
- Product knowledge
- Customer engagement
- Escalation handling
- Relationship building
- Empathy and patience
- Customer service
- Training and coaching
Accomplishments
- Consistently managed Team in managers absent
- Maintained a perfect quality score for the last 4 years
- Excels in communication with even the most difficult account holder, ensuring the account holder feels heard and assisted
Timeline
Support Specialist
Inspira Financial, Inc.
01.2019 - Current
Customer Service Supervisor
CVS Health
11.2017 - 01.2019
Customer Service Representative
PayFlex Systems USA Inc.
11.2014 - 11.2017
Associate of Applied Science - Business Administration
Ivy Tech