Customer Service & Technical Support Specialist

Dannetta Parker

Customer Service & Technical Support Agent

Montgomery, AL Remote Phone: 334-***-**** Email: **************@*****.***

Professional Summary

Dedicated Customer Service and Technical Support Agent with over 8 years of experience in remote and in-office call center operations. Proven track record of exceeding customer satisfaction goals, achieving top QA scores, and resolving high volumes of customer inquiries. Skilled in handling inbound/outbound calls, chat and email support, billing issues, and technical troubleshooting using multiple CRM and communication platforms.

Core Skills

•Inbound & Outbound Call Management

•Technical Troubleshooting & Remote Support

•Chat, Email & Multichannel Customer Communication

•Billing & Account Assistance

•CRM Tools: Salesforce, Zendesk, Five9, Citrix, Jabber

•Microsoft Office & Excel Reporting

•Quality Assurance & Customer Satisfaction Tracking

•Remote Collaboration & Team Productivity

Professional Experience

Customer Service Representative – Continuum Global (2023 – Present)

•Provide remote customer service and technical support through inbound/outbound calls, chat, andemail channels.

•Resolve billing inquiries, troubleshoot product issues, and guide customers with step-by-stepsolutions.

•Recognized for maintaining a consistent 97% Customer Satisfaction (CSAT) rating and 98% QualityAssurance (QA) score.

Key Performance Metrics:

–Average 65+ customer contacts handled daily

–Maintained 97% CSAT and 98% QA compliance

–Reduced call resolution time by 15% through improved troubleshooting process

Technical Support Specialist –everise (2021 – 2023)

•Delivered remote technical support for customers across multiple software and hardware platforms.

•Collaborated with internal teams to escalate complex technical cases efficiently.

•Consistently exceeded departmental KPIs for call resolution and customer satisfaction.

Key Performance Metrics:

–First Call Resolution (FCR): 93%

–Average Handle Time (AHT): 6.2 minutes

–Customer Satisfaction (CSAT): 95%+

Customer Service Agent – Sitel Group (2019 – 2021)

•Assisted customers via phone, chat, and email to resolve product and billing-related concerns.

•Demonstrated professionalism and empathy in handling escalations and service recovery situations.

•Regularly ranked in the top 10% of agents for quality and performance metrics.

Key Performance Metrics:

–Achieved 96% QA average for service quality

–Maintained 92% CSAT and 100% attendance compliance

Technical Support Representative – Concentrix (2017 – 2019)

•Provided first-level technical troubleshooting for software and connectivity issues.

•Documented all support interactions in CRM systems and met SLA timeframes.

•Recognized for accuracy and clarity in issue resolution documentation.

Key Performance Metrics:

–Resolved 50+ support tickets daily

–Maintained SLA compliance rate above 98%

Customer Service Representative – Afni (2015 – 2017)

•Managed inbound calls to assist with billing, payments, and account inquiries.

•Consistently met call quality and handle time targets while maintaining professionalism.

Key Performance Metrics:

–Maintained 95% QA rating

–Averaged 60+ calls per day

Customer Support Associate – Everise (Before 2015)

•Supported customers with account troubleshooting and escalations in a high-volume call centerenvironment.

•Developed strong multitasking and communication skills in a fast-paced setting.

Key Performance Metrics:

– Consistently exceeded team performance targets

Performance Metrics Summary

•Average Customer Satisfaction (CSAT): 96%

•Average Quality Assurance (QA) Score: 97%

•Average Handle Time (AHT): 6 minutes

•First Call Resolution (FCR): 92%

•Daily Customer Contacts: 60–70+

•SLA Compliance Rate: 98%+ across all roles

Career Achievements

•Consistently ranked among top-performing agents in multiple organizations based on QA and CSAT metrics.

•Trained and mentored new team members in customer service best practices and CRM systems.

•Recognized for outstanding reliability and productivity while working remotely across multiple time zones.

•Improved first call resolution and reduced customer wait times through efficient problem-solving strategies.

Education

Sim College – Associate Degree (Field Not Specified) References available upon request.

Contact this candidate