Open to opportunities

Becky User

@beckyuser1

Message

I resolve complex customer issues and improve service delivery at scale.

United States

Message

What I'm looking for

I'm looking for a customer service role where I can resolve complex issues, use CRM tools to improve service delivery, collaborate across teams, and strengthen customer satisfaction and retention.

I've supported high-volume customer operations at Amazon and State Collection Services, resolving complex inquiries across calls, emails, and chats while maintaining 98% first-call resolution rates.

At Amazon, I handled 95+ daily customer inquiries in French and English, used Zendesk to improve service delivery, and collaborated with sales, technical support, and billing teams to increase customer retention by 20%.

I've improved resolution times by 30%, increased customer satisfaction by 15%, implemented workflows and automation that improved efficiency by 25%, and contributed to upselling and cross-selling growth. I also bring CRM experience with Salesforce and Epic Ride, along with compliance knowledge in FCRA and credit reporting laws.

Experience

Work history, roles, and key accomplishments

Customer Service Specialist

State Collection Services

Mar 2023 - Apr 2026 (3 years 1 month)

Handled high volume of inbound calls, achieving a 98% first-call resolution rate. Utilized CRM systems to track interactions and collaborated with teams to improve customer retention.

CRM Salesforce Problem Solving Documentation Customer Feedback Cross Functional Collaboration

Customer Support Representative

Amazon

Jun 2020 - Feb 2023 (2 years 8 months)

Managed inbound calls, emails, and chats, achieving a 98% first-call resolution rate. Resolved complaints and escalations, reducing resolution time by 30% and improving customer satisfaction by 15%.

CRM Zendesk Problem Solving Conflict Resolution Documentation Customer Feedback Cross Functional Collaboration

Education

Degrees, certifications, and relevant coursework

University of Maryland Global Campus

Master of Science, Cybersecurity Technology

2023 - 2024

Completed a Master of Science in Cybersecurity Technology, focusing on advanced security measures and risk management.

University of Buea

Bachelor of Science, Computer Science and Health Administration

2012 - 2015

Pursued a Bachelor of Science in Computer Science and Health Administration, gaining a strong foundation in both technical and healthcare management principles.