Remote Customer Support Specialist with 7+ Years Experience

Nautica Williams

803-***-**** ****************@*****.***

Remote Available Full-Time Flexible Schedule

Professional Summary

Experienced and reliable remote Customer Support Specialist with 7+ years of success in high-volume call center, live chat, and email support environments. Adept at handling complex customer issues with professionalism, empathy, and efficiency. Proven ability to work independently in virtual teams, meet performance metrics, and ensure customer satisfaction. Tech-savvy, fast learner, and comfortable using CRM platforms, helpdesk systems, and communication tools.

Core Skills

Customer Experience Remote Work Chat Support Phone Support Conflict Resolution CRM (Zendesk, Salesforce) Email Support Ticketing Systems Communication Problem Solving Data Entry Time Management Cross-Functional Collaboration Performance Metrics Customer Retention

Professional Experience

Remote Customer Support Agent

Conduent Inc. (Remote) April 2021 – Present

- Delivered top-tier support to customers via chat, phone, and email, handling up to 100+ interactions daily.

- Resolved billing, technical, and account issues efficiently using Salesforce and Zendesk.

- Maintained 95%+ CSAT (Customer Satisfaction) scores across all channels.

- Participated in weekly team huddles and training via Zoom to stay updated on new protocols.

- Met or exceeded KPIs in handle time, first contact resolution, and QA compliance.

Customer Service Representative (Remote)

SYKES Enterprises / Sitel Group January 2018 – March 2021

- Assisted customers with order tracking, product questions, returns, and escalations for major retail clients.

- Operated in dual-screen environment to navigate internal systems and knowledge base simultaneously.

- Communicated effectively with customers via phone and live chat while maintaining calm under pressure.

- Trained new hires on chat etiquette, CRM navigation, and troubleshooting steps.

- Worked autonomously and maintained consistent high scores in call audits and ticket resolution.

Call Center Associate / Remote Support

Alorica Inc. August 2015 – December 2017

- Provided remote customer care for a major telecommunications account.

- Handled phone calls, chats, and emails regarding account setup, service issues, and payment concerns.

- Utilized ticketing systems and documented interactions thoroughly for future reference.

- Earned recognition for highest call quality rating three quarters in a row.

Technical Skills

CRM Tools: Zendesk, Salesforce, Freshdesk

Communication Platforms: Zoom, Microsoft Teams, Slack

Ticketing Systems Knowledge Base Tools Data Entry

Microsoft Office Suite Google Workspace

Professional Traits

Strong Written and Verbal Communication

Self-Motivated and Disciplined in Remote Settings

Conflict Resolution and De-escalation Expert

High Attention to Detail

Adaptive and Tech-Savvy

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