Sade Walthour

United States 213-***-**** ad4frm@r.postjobfree.com

Dedicated and results-oriented professional with a solid background in customer service and technical Support. Seeking a challenging position where I can utilize my skills in responding to user queries, troubleshooting technical issues, and contributing to process improvement initiatives. I have experience working in a fast-paced remote environment and I am a self-driven, detail oriented and ambitious professional who is able to make decisions on the go be supportive and innovative.

Knowledge & Skills Areas

• Strong written and verbal communication skills

• Efficient task prioritization and time management

• customer support in a B2B or B2C SaaS

• Experience in managing multiple competing priorities

• Collaborative team player with the ability to work cross-functionally

• Schedule flexibility to accommodate weekends and bank holidays

• Demonstrated empathy and responsibility in addressing customer queries

• Proficient in Customer Support and CRM platforms, including Zendesk

Experience

Telus International, Content Moderator (Digital Customer Support)

06/2021-Present

Moderate videos in a appropriate time frame

Accurately tag each video

Train new team member

Successfully meet team productivity and quality standards, consistently exceeding performance expectations.

Utilized strong written and verbal communication skills to address customer inquiries and concerns effectively.

Demonstrated a keen ability to learn quickly and become an expert in the company’s products.

Resolved problems of varying complexity with a customer-centric approach, prioritizing their needs.

CVS HEALTH, customer service

04/2019-06/2021

Take inbound and outbound calls

Go over insurance policies and any questions the members may have

Meet KPIS (adherence, accuracy)

Update members information

Keying in data into the system

Go over insurance policy with members

Review claims in a appropriate time frame

Accurately processing claims

Determine eligibility for insurance

Technical Support Specialist

Assurion, Las Vegas 1/2018-12/2019

•Responded to user queries promptly and accurately via internal platforms and IM chat, ensuring high customer satisfaction.

•Identified user needs and effectively troubleshooted technical issues using internal databases, workarounds, and solutions provided by Engineering teams.

•Followed up with users to ensure resolution of reported technical issues, maintaining a commitment to excellent customer support.

•Conducted analysis of tickets to identify process improvement opportunities, contributing to the enhancement of support services.

•Assisted and supported training projects and user feedback initiatives to improve overall user experience.

•Collaborated with the Engineering team on product optimizations, leveraging a cross-functional approach to enhance product performance.

Education

San Bernardino Valley College

Liberal and Social Behavioral Sciences

Vegas PBS, MA Program, Las Vegas, NV February /2024. To Present

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