Open to opportunities

Care Burkes

@careburkes

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Customer experience professional pivoting into data entry and administrative support.

United States

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What I'm looking for

I’m looking for a role where I can combine customer-first communication with accurate data entry and administrative support. I want a high-trust environment that values confidentiality, documentation quality, and continuous process improvement.

I’m a Customer Experience Specialist with 5+ years of experience delivering service while keeping customer information accurate and well-documented. I’m detail-oriented and confident working in high-volume environments where confidentiality and data integrity matter.

In my current role, I maintain and update customer account information across multiple systems, review records for accuracy and completeness, and process requests with strong documentation habits. I’ve also streamlined account management processes, achieving a 60% improvement in call metrics through effective customer engagement and service delivery.

I bring hands-on customer relations and IT support experience from roles as a Consumer Relations Advocate and Customer Service Representative, where I entered and updated customer records with high accuracy, supported first-call resolution, and improved the customer experience—resulting in a 20% increase in positive customer feedback. I’m also pursuing IT Project Management coursework while building my technical foundation through my IT background and certifications, so I can combine analytical thinking with reliable administrative and data work.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Cognizant

Aug 2025 - Present (11 months)

Maintained accurate customer records and processed documentation, updating databases while handling confidential information in high-volume environments. Streamlined account management processes and improved call metrics by 60% while ensuring data integrity and confidentiality.

Customer Management Data Verification CRM Systems Document Processing Confidentiality Microsoft Office Data Integrity Account Management Call Metrics Improvement

Consumer Relations Advocate

Asi

Oct 2022 - Mar 2025 (2 years 5 months)

Provided customer service by responding to inquiries, processing requests, and resolving complaints with a focus on quality of service and customer satisfaction. Investigated and documented issues and trained peers on engagement best practices, contributing to a 20% increase in positive customer feedback.

Customer Service Complaint Resolution Documentation Remote Customer Support Customer Engagement team training Customer Satisfaction Microsoft 365 Windows 10 Spiceworks Ticketing System Networking Systems Administration Security Cloud Concepts

Customer Service Representative

Hudson Bay Company

Apr 2019 - May 2022 (3 years 1 month)

Handled telephone inquiries with a focus on prompt, courteous service and first-call resolution. Entered and updated customer records and account information with high accuracy, maintained confidential electronic files, and coordinated with internal departments and external vendors to streamline communication.

Phone Customer Support First Call Resolution Data Entry Confidentiality Customer Communications Vendor coordination

Education

Degrees, certifications, and relevant coursework

Strayer University

Bachelor's Degree in Information Technology, Information Technology

Pursuing a Bachelor’s degree in Information Technology with coursework focused on IT project management, systems analysis, and networking.

Merit America

Google IT Support Professional Certificate, IT Support

Completed the Google IT Support Professional Certificate through hands-on training covering troubleshooting, networking, operating systems, systems administration, and security.