Open to opportunities

Libby Coleman

@libbycoleman

Message

Customer service professional with 20+ years resolving complex cases and building loyalty.

United States

Message

What I'm looking for

I’m looking for a customer-focused role where I can resolve high-volume cases with empathy and accuracy, use Salesforce-based CRM, and support team success through training and collaboration—preferably with remote flexibility and clear growth opportunities.

I’m a customer service professional with more than 20 years of experience delivering exceptional support across government, retail, automotive, and small business environments. I’m known for building strong customer relationships, resolving complex issues with professionalism and empathy, and providing personalized solutions that enhance the customer experience.

I thrive in high-volume phone, email, and online environments while keeping accuracy, efficiency, and customer satisfaction at the center of everything I do. At the U.S. Small Business Administration, I helped thousands of disaster survivors through the disaster loan process—achieving a first-contact resolution rate exceeding 90% and training new remote employees, reducing onboarding time by 25%—and I’ve also delivered measurable performance as a Mercedes-Benz Sales Associate, selling 36 vehicles within the first 90 days.

Experience

Work history, roles, and key accomplishments

Current

Sales Associate

Current

Mercedes-Benz of Abilene

Nov 2025 - Present (8 months)

Deliver a premium customer experience throughout the vehicle purchasing process, building relationships through proactive follow-up and referrals. Guide customers through financing and purchase decisions while collaborating with finance and management to ensure seamless transactions.

Customer Service Sales Vehicle Purchasing Financing Product Feature Guidance Customer Relationship Management

Disaster Recovery Specialist

U.S. Small Business Administration

Sep 2019 - Apr 2025 (5 years 7 months)

Assist disaster loan applicants with compassionate, accurate support across the disaster loan process via phone, email, and online platforms. Maintain accurate Salesforce-based records, deliver first-contact resolutions above 90%, and train remote employees to improve onboarding by 25%.

Customer Service Phone Support Email Support Online Support Disaster Loan Support Salesforce Case Management Active Listening Problem Solving Remote Training

Information Security Engineer

Boston IT

Aug 2016 - May 2017 (9 months)

Provide technical support to internal clients by resolving complex system access issues and coordinating across departments for timely resolution. Document solutions and clearly communicate technical information to users with varying technical expertise.

Technical Support Cross Department Issue Resolution Technical Documentation Technical Communication

Director of Operations / Silent Partner

Dogleg Right Corporation

Dec 1996 - Aug 2016 (19 years 8 months)

Manage daily small-business operations while delivering responsive customer service to clients and vendors. Oversee customer accounts, order processing, invoicing and collections, and support e-commerce, payroll, business records, and regulatory compliance.

Operations Management Customer Account Management Order Processing Invoicing Collections Issue Resolution Vendor Management Trade Show Coordination E Commerce Operations Payroll Processing Regulatory Compliance

Sales Associate / Customer Service

The Container Store

Nov 2001 - Nov 2007 (6 years)

Provide exceptional customer service in a fast-paced retail environment by helping customers select products that fit their organization and storage needs. Handle purchases, returns, exchanges, and special orders while supporting inventory management and daily store operations.

Retail Customer Service Product Recommendations Sales Support Returns and Exchanges Inventory Management Store Operations Customer Support