Customer Support Experience

Courtney Black

[Augusta, GA] • [***********@****.***] • [470-***-****] •

Professional Summary

Customer Experience Professional with over 2 years of experience delivering empathetic, high-quality support via email, phone, chat, and social platforms. Proven ability to resolve complex customer issues, communicate clearly, and manage high-volume queues while meeting performance targets such as CSAT and AHT. Strong writing and problem-solving skills with a reliable, self-directed approach to remote work. Passionate about improving the customer journey through thoughtful service and detailed support. Skills

Customer Retention & De-escalation

Zendesk, Glady, Intercom, Gorgias

Email, Chat, Phone & Social Media Support

Written & Verbal Communication

Order Tracking, Returns & Policy Support

Queue & Ticket Management

CRM & Web-Based Systems

Policy-Adherent Decision Making

Conflict Resolution

Customer Satisfaction Metrics (CSAT, AHT, FCR)

Professional Experience

Customer Retention Specialist Sitel, Remote 03/2024 – Present Delivered customer support across phone, email, and chat, consistently achieving 90%+ CSAT. Resolved refund and return requests by offering alternative solutions, retaining 30%+ of potential losses. Used Zendesk to manage and respond to high-volume support tickets while maintaining quality standards.

Collaborated with internal teams to surface customer feedback and improve service workflows. Customer Support Associate Walmart, Remote 12/2022 – 02/2024 Handled order tracking, product inquiries, and account troubleshooting for an e-commerce brand. Responded to 80+ customer interactions per day via chat and email with attention to detail and empathy.

Authored help documentation and response templates that decreased handle time by 20%. Provided weekend and holiday support with consistent performance and reliability. Client Services Representative Cravco Co., Evans, GA 01/2020 – 12/2022 Assisted customers with product setup, account issues, and billing across multiple platforms. Maintained accurate case records and follow-ups using CRM tools and internal documentation systems. Recognized by management for handling complex cases and calming upset clients through strong communication.

Customer Operations Assistant Progressive, Remote or Hybrid 08/2017 – 12/2019 Supported internal and external stakeholders with system navigation, appointment issues, and FAQ guidance.

Balanced high-volume requests with accuracy and professionalism, particularly during product launches. Collaborated cross-functionally with onboarding, success, and tech teams to ensure holistic service delivery.

Trained in HIPAA-aligned workflows and sensitive client communication. Education

Business Admin Augusta Technical College Thomson, GA 2016

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