Customer Support Specialist
Resume:
Tori Gilbert
Remote Customer Support Specialist
*******.*******@*****.***
in/nytori-gilbert
CORE COMPETENCIES
● Fraud & Risk Mitigation: Transaction review, escalation management, identity verification, account validation, zero fraud loss processing
● Customer Support: High-volume inbound/outbound support, de-escalation, CARES communication model
● Tools & Platforms: Salesforce, Zendesk, secure CRM systems, telephony platforms, Microsoft Office Suite
● Compliance & Documentation: Data accuracy, case file management, financial protocols, privacy regulations
● Process Optimization: QA audits, peer training, knowledge base contributions, first-contact resolution strategies
● Remote Readiness: Wired high-speed internet (100 Mbps/10 Mbps), distraction-free home office, independent productivity EXPERIENCE
Conyni Financial, Remote — Customer Support Specialist JULY 2021 - PRESENT
● Resolved 75–100+ daily customer inquiries via multichannel support, achieving a 92%+ satisfaction score and reducing repeat contact by 22% through clear, empathetic communication.
● Processed transaction verifications, performed account validations, and documented secure case files with 99.9% accuracy across CRM systems.
● Handled escalated, high-risk, and potential fraud cases with discretion and sound judgment, maintaining a 98% resolution rate and ranking in the top 10% of team quality scores.
● Ensured compliance with data protection protocols, verifying account information and processing secure transactions in alignment with financial and privacy regulations.
● Maintained compliance with data protection protocols in all customer interactions and transaction processing.
● Documented interactions, generated customer letters, and completed internal forms to support issue resolution and audit readiness.
● Conducted quality assurance reviews of peer interactions, leading to a 12% increase in first-contact resolution and stronger adherence to service standards.
● Collaborated cross-functionally with technical support and product teams to identify and resolve recurring issues, helping implement new scripts and FAQs that improved response times by 30%.
● Trained and mentored new hires on systems navigation, call handling procedures, and company policies, reducing ramp-up time by 25% and improving overall team readiness.
EDUCATION
Columbus State University, Columbus, GA — Bachelor of Science in Biology
(In Progress) EXPECTED GRADUATION: MAY 2026
Columbus State University, Columbus, GA — Associate of Science in General Studies JULY 2024
PROFESSIONAL SUMMARY
Customer-focused and technically skilled
support professional with 3+ years of
experience delivering high-volume,
multichannel service in fast-paced
environments. Recognized for resolving 98%
of customer issues on first contact,
maintaining a 92%+ satisfaction score, and
adapting quickly to changing procedures,
tools, and customer needs. Adept at
navigating CRM systems, troubleshooting
complex requests, and communicating
empathetically to ensure positive outcomes.
Seeking to bring proven service expertise,
strong attention to detail, and
problem-solving capabilities to a
collaborative customer support team.
SKILLS
Technical Proficiency
Salesforce Zendesk CRM Systems
Microsoft Office (Excel, Outlook, Word)
Telephony Platforms & Remote
Infrastructure
Data Reporting, SLA Dashboards & Audit
Tools
Customer Experience & Support
High-Volume Contact Center Operations
De-escalation & CARES Communication
Model
Voice of Customer (VoC) Analysis
Process Optimization & Workflow Redesign
Professional & Interpersonal Skills
Effective Written & Verbal Communication
Time Management & Prioritization
Critical Thinking & Sound Decision Making
Remote Work Efficiency & Accountability
Leadership & Professional Skills
Peer Coaching & Team Development
Performance Metrics & SLA Tracking
Escalation Handling & Conflict Resolution
Training Design & Onboarding
Quality Assurance & Compliance Auditing
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