Customer Service & Technical Support Specialist

Sharea Johnson

Greenville, SC *****

**********@*****.*** 864-***-****

Professional Summary

Experienced Customer Service and Technical Support Professional with 8+ years of success in high-volume remote and call center environments. Highly skilled in multitasking across multiple systems, providing phone and live chat technical support, and delivering empathetic, solution-focused customer service while meeting AHT, QA, and schedule adherence metrics. Proven ability to adapt communication style, resolve technical issues efficiently, and maintain customer satisfaction in fast-paced settings.

Key Skills

• Phone & Live Chat Customer Support

• Technical Troubleshooting & Remote Support

• Multitasking Across Multiple Screens

• CRM Tools (Salesforce, Zendesk)

• Chat Etiquette & Written Communication

• Call Center Metrics (AHT, QA, Adherence)

• Customer Issue Resolution & De-escalation

• Documentation & Data Accuracy

• Remote Work & Virtual Collaboration

Work Experience

Technical Support Customer Service Agent (Phone & Chat) VXI Global Solutions – Remote

August 2025 – Present

• Provide essential technical support via phone and live chat, demonstrating flexibility in communication methods.

• Multitask efficiently across multiple screens and systems while assisting customers.

• Troubleshoot devices, applications, connectivity, and account-related issues.

• Deliver clear, professional chat support using strong written communication skills.

• Maintain accurate documentation and meet performance metrics including AHT, QA, and schedule adherence.

Collections Specialist

Global Lending Services – Greenville, SC

March 2025 – Present

• Resolve delinquent accounts while maintaining compliance with federal regulations.

• Provide professional phone support and exceed customer satisfaction goals. Inbound Sales & Customer Experience Agent

Charter Communications – Remote

September 2024 – February 2025

• Delivered high-volume inbound phone support and exceeded sales targets.

• Assisted customers with service inquiries and order resolution while multitasking across systems. Customer Service Representative

Sagility – Remote

August 2022 – September 2024

• Handled 300–500 inbound calls weekly while meeting strict performance metrics.

• Reduced escalations through first-contact resolution and empathetic communication. Inside Sales & Technical Support

Verizon Wireless – Remote

May 2020 – August 2022

• Provided phone-based technical troubleshooting and account support.

• Maintained high QA and schedule adherence scores. Education

High School Diploma – Office Administration

Southside High School, Greenville, SC

Certifications

Salesforce Certification Property & Casualty License Certified Apartment Manager Certified Property Manager CMCA Enrolled Agent

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