Customer Service Specialist

ERIKA GONZALES

Remote Customer Service Specialist Full-Time Availability 100% Reliable

n 346-***-**** )n ***************@*****.*** n Houston, TX (Remote) September 09, 2025

Dear Hiring Manager,

I am excited to apply for the Remote Customer Service Representative role. With a proven record of delivering 98%+ customer satisfaction, resolving 90%+ of issues on first contact, and consistently exceeding KPIs at world-class organizations including Amazon, Apple, Greystar, and H-E-B, I am confident that I will bring immediate value to your team.

In my most recent role with Amazon, I resolved 50+ tickets daily across chat, email, and phone while mentoring new hires and creating training resources that improved department-wide efficiency. At Apple, I specialized in technical troubleshooting, billing support, and de-escalation, achieving one of the highest customer satisfaction ratings on my team. Across every role, I have demonstrated the ability to remain calm under pressure, turn challenging situations into positive outcomes, and strengthen customer loyalty. Beyond customer service expertise, I bring strong remote-specific skills:

• Time management & self-motivation — consistently achieving daily and weekly goals without supervision.

• Asynchronous communication & collaboration — effectively working across time zones using Slack, Trello, and Teams.

• Adaptability & quick learning — mastering new platforms and workflows rapidly to maintain productivity. What sets me apart is my dedication and reliability. As a motivated mother and professional, I approach every opportunity with resilience, empathy, and 100% commitment to excellence. My goal is not only to resolve customer concerns but also to improve processes, mentor peers, and contribute to long-term customer success. I would love the opportunity to bring my skills, dedication, and passion for customer success to your team. I am available immediately for full-time remote work and would be thrilled to discuss how I can contribute to your organization’s goals. Thank you for your time and consideration. I look forward to the opportunity to interview. Sincerely,

Erika Gonzales

Erika Gonzales

Remote Customer Service Specialist Full-Time Availability 100% Reliable n 346-***-**** )n ***************@*****.*** n Houston, TX (Remote) Professional Summary

Motivated and empathetic Customer Service Specialist with experience at Amazon, Apple, Greystar, and H-E-B. Full-time availability and dedication to remote work with a record of exceeding KPIs, resolving 90%+ of issues on first contact, and delivering 98%+ satisfaction. As a dedicated mother, I bring resilience, adaptability, and multitasking skills. Recognized for mentoring, improving workflows, and building knowledge bases that reduce repeat inquiries. Core Skills & Strengths

n Remote Skills

Time Management &

Self-Motivation

Asynchronous Communication

Troubleshooting & Tech Support

Remote Tools: Zoom, Slack,

Teams, Notion, Asana

Adaptability & Quick Learning

n Customer Service

Empathy & De-escalation

First Contact Resolution (90%+)

Multi-channel Support

Knowledge Base Creation

Data-Driven Improvements

n Extra Value

Mentorship & Training

Workflow Optimization

Recognition & Awards

Experience with High-Profile

Companies

Professional Experience

Amazon — Remote Customer Support Associate — Jan 2023 – Present

• Resolved 50+ tickets daily across chat, email, and phone with 98%+ satisfaction.

• Exceeded KPIs for satisfaction, handle time, and resolution rate consistently.

• Mentored new hires and built training materials adopted department-wide. Apple — At Home Advisor — Jul 2021 – Dec 2022

• Delivered Tier 1 & 2 technical and billing support worldwide.

• Maintained 98% satisfaction rating managing 50+ cases daily.

• Specialized in de-escalation and account recovery. Greystar Real Estate Partners — Leasing Consultant — Jan 2020 – Jun 2021

• Managed leasing at a 300-unit luxury property.

• Resolved tenant issues and increased renewal rates via proactive communication.

• Trained staff in Yardi and AppFolio systems.

H-E-B — Customer Service Associate — Aug 2018 – Dec 2019

• Handled high-volume transactions and refunds.

• Trained peers on POS systems and resolved escalations.

• Recognized for reliability and teamwork.

Education & Certifications

• Cypress Ridge High School — Diploma (2018)

• Cosmetology License — Texas (2018)

• Apartment Leasing License — Texas (2021)

• Nursing Coursework — Lone Star College, Cypress (2018–2019)

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