Customer Service Support

Professional Summary

Skills

Work History

Education

SIVELL BURTON

Houston, TX 77082 682-***-**** **************@*****.*** Customer-focused and tech-savvy Customer Service Specialist with over a decade of experience delivering outstanding service across telecommunications, billing, and technical support sectors. Adept at resolving complex customer issues, managing remote teams, and driving customer satisfaction through the use of modern CRM tools and analytics.

• Remote Customer Support • CRM & Helpdesk Systems

(Salesforce, Zendesk, ZohoCRM, Intercom,

Freshdesk)

• • Conflict Resolution & Retention

• Billing & Dispute Management • Team Leadership & Coaching

• SLA & KPI Management • Multitasking & Prioritization

• Verbal & Written Communication • High-Volume Call & Chat Handling

• Data Entry Software: Microsoft Office Suite, Adobe Acrobat, JIRA, Genesys Cloud, Five9

•

Dec 2018 - Current

Remote

Customer Support Team Lead

Caliber Collision

Led and coached a high-performing team of customer service professionals in a hybrid/remote environment.

•

• Streamlined support workflows, improving average response times and customer satisfaction scores.

• Collaborated with cross-functional teams to resolve complex customer issues quickly and thoroughly.

• Tracked team KPIs and implemented improvements based on performance data and customer feedback. Sep 2014 - Dec 2018

Remote

Billing Specialist

Spectrum

• Managed all aspects of the billing process for a large client base, ensuring accuracy and efficiency.

• Resolved billing inquiries and disputes via phone, email, and chat with a 95% satisfaction rate.

• Introduced billing workflow enhancements, reducing processing time by 30%.

• Worked with finance and customer service teams to improve communication and data accuracy. May 2010 - Aug 2014

Houston, TX

Retention Specialist

Teleperformance

• Managed all aspects of the billing process for a large client base, ensuring accuracy and efficiency.

• Resolved billing inquiries and disputes via phone, email, and chat with a 95% satisfaction rate.

• Introduced billing workflow enhancements, reducing processing time by 30%.

• Worked with finance and customer service teams to improve communication and data accuracy. Tyler, TX

Associate of Science

Texas College

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