Customer Support Call Center

Yanni M

+1-202-***-**** *********@*****.***

Washington DC-Baltimore Area Available for Remote Roles PROFESSIONAL SUMMARY

Customer-focused and empathetic Customer Support Representative with over 5 years of experience in remote call center environments. Adept at resolving complex customer issues, maintaining high satisfaction scores, and utilizing CRM tools effectively. Known for excellent communication, patience under pressure, and the ability to build trust across diverse customer bases. Passionate about delivering positive user experiences that enhance brand loyalty.

KEY SKILLS & COMPETENCIES

• Inbound & Outbound Call Handling

• Email, Chat & Phone Support

• Zendesk, Salesforce, Freshdesk

• Complaint Resolution & Escalation Handling

• Customer Retention & Relationship Management

• Remote Work Productivity Tools (Slack, Teams, Zoom)

• Service-Level Adherence & AHT Monitoring

• De-escalation & Empathetic Listening

• Time Management & Multitasking

• Customer Satisfaction (CSAT) Optimization

SOFT SKILLS

• Empathy

• Patience

• Emotional Intelligence

• Active Listening

• Adaptability

• Clear Communication

• Problem-Solving

• Dependability

• Conflict Resolution

• Team Collaboration

PROFESSIONAL EXPERIENCE

Remote Customer Support Specialist

Sitel Group – Remote, USA Jan 2022 – Present

- Handled customer support inquiries across chat, phone, and email channels.

- Resolved account, billing, and service issues using Zendesk and internal systems.

- Maintained CSAT scores over 90% through clear and courteous communication.

- Worked in a fast-paced, KPI-driven environment while staying calm under pressure. Customer Service Representative

Conduent – Remote, USA Jan 2019 – Dec 2021

- Provided technical support and customer service for financial service clients.

- Walked users through basic troubleshooting and escalated unresolved issues.

- Documented cases in CRM and ensured timely issue resolution.

- Earned top agent rating in Q4 2020 based on resolution speed and customer feedback. Customer Support Associate

Alorica – Remote, USA Jan 2018 – Dec 2018

- Responded to customer inquiries and complaints via phone and email.

- Assisted with order processing, product information, and billing questions.

- Managed an average of 70+ tickets per day while maintaining quality standards.

- Recognized by supervisor for patience, accuracy, and call resolution. CERTIFICATIONS

• Google – Customer Service Fundamentals (Coursera)

• Remote Ready Africa – Remote Work Professional Certification

• Zendesk – Advanced Support Training

TECHNICAL PROFICIENCY

• CRM Tools: Zendesk, Salesforce, Freshdesk

• Call Center Software: Aircall, Talkdesk, Five9

• Productivity Tools: Slack, Microsoft Teams, Google Workspace

• Typing Speed: 55 WPM

LANGUAGES

• English – Fluent

• French – Intermediate

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