Customer Experience & Accounts Specialist
Experienced Customer Experience and Accounts Specialist with a strong background in customer support, collections, and billing across financial services, telecommunications, logistics, retail, and hospitality industries. Skilled in delivering high-quality multi-channel support through voice, chat, and email, with a focus on first contact resolution, customer satisfaction, and efficient issue handling. Adaptable and detail-oriented professional with strong communication, problem-solving, and relationship management skills. Familiar with AI-assisted customer service tools and fast-paced support environments, with a proven ability to manage high-volume workloads while maintaining accuracy and service quality.
Thursday Boot Co.
- Managed high-volume, multi-channel customer support (email, live chat, Facebook Messenger), resolving inquiries related to orders, tracking, product concerns, and reviewing AI-generated responses for accuracy - Delivered end-to-end order lifecycle support, including pre-purchase inquiries, order processing, logistics coordination, and resolution of issues involving lost, delayed, and damaged shipments - Maintained service quality and performance standards by consistently meeting KPIs, including CSAT, response time, email volume, and quality scores
Breezeway
- Provided SMS and voice-based support to guests, property owners/managers, and service providers (cleaning, maintenance, etc.), ensuring timely assistance across all communication channels - Managed guest inquiries and emergency concerns, coordinating effectively with hosts, property owners, and service teams to ensure swift resolution - Maintained service quality and responsiveness by consistently meeting KPIs, including quality score and response time
American Express
- Serviced UK and Canada consumer, small business and corporate customers via inbound and outbound calls, providing end-to-end account support - Delivered first-call resolution while handling billing inquiries, disputes, payment processing, and credit and fraud-related concerns, with additional support for sales when applicable - Maintained service quality and performance standards by consistently meeting KPIs, including CSAT, response time, email volume, and quality scores
YRC Freight
- Managed a portfolio of 500–3,000 small business and corporate client accounts, handling end-to-end accounts receivable operations and customer communication via inbound/outbound calls and email - Performed collections of overdue invoices, invoicing support, resolved disputes, and coordinated with sales teams on contract/tariff concerns and the credit team to monitor client credit risk - Delivered strong financial performance by managing KPIs including 45+ day A/R reduction,cash collection targets, and quality score compliance
AT&T Mobile
- Provided multi-channel customer support via inbound, outbound, and live chat, assisting consumers with account and service-related concerns - Handled billing disputes, payment processing, collections for delinquent accounts, plan inquiries, and basic troubleshooting - Maintained strong performance against KPIs, including handle time, CSAT, and quality score