Open to opportunities

Verma Kuma

@vermakuma

Message

I'm a customer service specialist delivering high-resolution outcomes and team leadership.

Zimbabwe

Message

What I'm looking for

I seek a remote or hybrid customer service role where I can lead teams, improve satisfaction, use CRM and project skills, and grow into broader customer-success responsibilities.

I am a diligent customer service specialist with strong skills in conflict resolution, CRM, and project management. I maintained a customer resolution rate of 95% at the University of Maryland and led team efforts that improved customer satisfaction by 17%.

I thrive in remote and hybrid call-center environments, training new hires, cross-training teams, and executing projects on time and under budget. I bring expertise in Excel, Google Suite, Microsoft Office, Microsoft Teams, CRM software, quality assurance, and efficient documentation to resolve issues and support cross-functional goals.

Experience

Work history, roles, and key accomplishments

Customer Service Specialist

University of Maryland

Mar 2021 - Apr 2025 (4 years 1 month)

Maintained a customer resolution rate of 95% over tenure and upheld quality control policies to increase customer satisfaction. Participated in proprietary product trainings and led cross-functional project efforts to resolve complex issues on time and under budget.

Customer Service CRM Software Project Management Google Suite Microsoft Teams Quality Assurance

Customer Service Team Lead

Carestaff

Jun 2019 - Jan 2021 (1 year 7 months)

Set daily, weekly, and monthly goals and cross-trained new team members, driving a 17% increase in customer satisfaction. Managed customer interactions across live chat, email, and phone while handling escalations and multitasking within the service management system.

Team Leadership Training Customer Satisfaction Live Chat Email Support Phone Support Service Management Multitasking

Customer Service Specialist

Dialogue Direct

Feb 2017 - Jun 2019 (2 years 4 months)

Assisted over 40 clients daily via phone, email, web chat, and fax and used QA data to ensure accurate scripts and proper escalation of issues. Trained and mentored new hires to reduce process gaps and improve team performance.

Customer Support Quality Assurance Training Phone Support Email Support Escalation Management Operations Coordination