Operations & Support Specialist: Email, QA, Data Entry

DELEISY NOVA

*.********@*******.*** 862-***-****

Aurora, CO 80011

SUMMARY

Accomplished and dependable support and operations specialist with 8+ years of experience in remote and hybrid environments. Proven track record in email support, data accuracy, administrative compliance, and quality assurance across customer service, government, and corporate sectors. Skilled in resolving client concerns, processing high-volume data with precision, and ensuring timely communication across systems. Recognized for strengthening service workflows, supporting team collaboration, and maintaining strict documentation and QA standards.

EXPERIENCE

Email Support Specialist (Remote)

Curtis Pest Control Mar 2023-May 2025

Handled 100+ daily client inquiries via email, delivering accurate resolutions in a timely manner. Resolved service disruptions and scheduling concerns while maintaining strong client rapport. Documented all customer communications into CRM and flagged issues for escalation. Coordinated between technicians and dispatch teams to avoid missed appointments. Maintained FAQ response templates and updated automated email replies as needed. Reduced client escalation rate by 28% through proactive follow-ups and service clarification. Recognized for consistent email response quality and maintaining highest service satisfaction scores during quarterly reviews.

Data Entry Specialist (Hybrid)

County Clerk Office Jul 2021-Feb 2023

Entered and verified legal and administrative data with 99% accuracy across digital systems. Organized scanned documents and updated internal records per public access protocols. Supported interdepartmental requests for case file lookups and document verification. Ensured real-time tracking of updates in court records and local licensing systems. Maintained sensitive data handling under state compliance standards. Introduced a standardized template that reduced entry errors and cut down processing time by 14%. Quality Assurance Specialist

Conduent Aug 2019-Jun 2021

Audited client interaction records to ensure agent compliance with company and legal standards. Reviewed 200+ calls weekly and compiled QA score reports to support performance reviews. Flagged training needs based on repeat customer complaints and unclear resolutions. Collaborated with team leads to refine quality scorecards for greater accuracy. Maintained documentation trails for all evaluations per audit requirements. Achieved a 96% evaluation coverage rate while reviewing 9,000+ interactions annually. Customer Support Coordinator

Macy's Nov 2016-Jul 2019

Provided support across email, chat, and internal ticketing systems for customer inquiries. Processed returns, tracked orders, and updated account details using CRM platforms. Worked closely with warehouse teams to verify inventory and coordinate urgent shipments. Supported 120+ requests daily with a resolution rate of 94%. Escalated technical issues and billing discrepancies through internal workflows. Trained three new hires on support tools and service protocols. Assisted marketing team with seasonal outreach by prepping email templates. Received recognition for delivering consistent top-tier customer support across seasonal peak periods. SKILLS

Email Support Operations

CRM and Ticketing Platforms

High-Volume Data Entry

Customer Communication

QA Documentation Review

Legal Records Management

Workflow Optimization

Administrative Data Compliance

Scheduling Coordination

Order and Returns Processing

Internal Audit Support

Multi-Channel Support (Email and Chat)

Accuracy and Quality Monitoring

Process Documentation

Team Support Collaboration

Remote Communication Tools

EDUCATION AND TRAINING

High School Diploma

CERTIFICATIONS

First Aid Certification

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