Elizabeth Steelman

Elizabeth Steelman Customer Solutions Specialist | Problem Solver | Multi-Channel Support | Process Optimization | Customer Retention Sunbright, TN | - |-| https://www.linkedin.com/in/elizabeth-steelman Professional Summary Customer-focused problem solver with a proven ability to analyze complex issues, identify root causes, and implement strategic solutions that drive efficiency and improve customer satisfaction. Skilled at handling high-pressure escalations, using data-driven decision-making to reduce repeat contacts by 20% and improve first-call resolution rates by 25%. Adept at working cross-functionally to enhance customer experience, optimize workflows, and train teams on best practices. Skills 40+ WPM Typing Speed • Windows System & Internet Navigation • CRM & Ticketing Systems (Zendesk, Salesforce) • Microsoft Office 365 (Excel, Outlook, Word, PowerPoint) • Performance Tracking & Quality Assurance • Cross-Team Collaboration & Excellent Communication • Data-Driven Process Optimization • Customer Retention & De-escalation Tactics • Root Cause Analysis & Resolution Strategy Work Experience Freelance-Contractor-Freels Construction, LLC/Twisted Limb Outdoors • Remote Customer Solutions Specialist May 2022 - Jan 2025 Diagnosed recurring issues in customer inquiries and implemented a new knowledge base system, reducing redundant tickets by 22% and improving resolution speed. Designed personalized customer communication scripts that helped de-escalate tense interactions, reducing complaint escalations by 30% while improving resolution satisfaction. Identified patterns in service delays and misinformation, coordinating with internal teams to adjust workflows, cutting customer follow-up calls by 18%. Developed a Centralized Escalation Tracker using a shared spreadsheet and CRM tagging system to flag unresolved cases by urgency, issue type, and deadline. Implemented Automated Follow-Up Alerts in Zendesk/Salesforce, reducing lost tickets by 35% and ensuring timely resolution. Established a Daily Case Review Process for prioritizing pending tickets, cutting resolution times by 30% and reducing repeat contacts by 18%. Analyzed Escalation Trends to identify workflow inefficiencies, leading to process improvements that enhanced customer confidence and support accuracy. Ease Seating • Remote Customer Service and Social Media Engagement Manager Nov 2021 - Mar 2022 Overhauled response strategies for social media and chat support, reducing average response time from 6 hours to 45 minutes and increasing engagement by 40%. Created a priority system for inbound tickets, cutting response times by 25% while improving first-contact resolution. Implemented customer behavior analysis to anticipate pain points, proactively addressing concerns and boosting positive reviews by 18%. Collaborated with the product team to adjust FAQs and self-service options, leading to a 12% decrease in support requests. RDJ Contractors, LLC • Hybrid-Tennessee Customer Support Department Manager Jul 2015 - Aug 2021 Integrated automation into ticketing workflows, reducing agent handling time by 20% and increasing resolution efficiency. Developed a real-time dashboard to track resolution rates and identify bottlenecks, improving service accuracy by 28%. Led training on escalation management, increasing successful de-escalations by 33% and improving customer retention. Conducted performance audits leveraging Office 365 tools to analyze workflow inefficiencies, identify underutilized resources, and retrain staff—reducing unnecessary escalations by 15%. Education Associate of Science Tennessee College of Applied Technology • GPA 3.65 / 4 Certifications and Licenses Customer Service Foundations LinkedIn Learning Call Control Strategies LinkedIn Learning