Customer Support Specialist Remote Expert

Denisia Dardar

Remote – United States

*************@*****.*** 470-***-****

Customer & Member Support Professional

PROFESSIONAL SUMMARY

Customer-focused support professional with 5+ years of experience delivering high-quality

service across phone, chat, email, and ticket-based environments. Proven ability to resolve

complex customer and member issues, de-escalate escalations, support onboarding, and

collaborate cross-functionally to improve customer experience and retention. Highly

organized, metrics-driven, and remote-ready with experience supporting healthcare, SaaS,

and service-based clients.

REMOTE-READY PROFILE

• Dedicated, quiet home workspace

• Reliable high-speed internet connection

• Comfortable working remote schedules, queues, and SLAs

• Experienced with secure systems, VPNs, and cloud-based tools

• Strong self-management and accountability in remote environments

CORE PROFICIENCIES

• Customer & Member Support (Phone, Chat, Email)

• Customer Experience (CX) & Satisfaction

• Issue Resolution & De-escalation

• Account & Member Support

• Escalations & Complaint Handling

• Retention & Customer Loyalty

• Onboarding & Client Education

• Technical & Tier 1 / Tier 2 Support

• Ticketing Systems & CRM Tools

• Documentation & Case Notes

• SLA & KPI Adherence

• HIPAA & Data Privacy Awareness

• Cross-Functional Collaboration

PROFESSIONAL EXPERIENCE

Customer Support Specialist (Remote)

Essendant Suwanee, Ga

January 2021 – Present

• Provide multi-channel support (phone, chat, email) to customers and members

regarding accounts, services, and technical issues.

• Resolve an average of 50–70 inquiries daily while maintaining high customer

satisfaction scores.

• De-escalate complex or sensitive concerns and escalate appropriately when

needed.

• Document all interactions accurately within CRM and ticketing systems to ensure

continuity of service.

• Support onboarding by guiding new customers through account setup and service

features.

• Collaborate with technical, billing, and operations teams to resolve recurring issues

and improve workflows.

Aligned Roles:

Customer Support Specialist, CSR, Member Services Specialist, Client Support

Associate, Chat Support Agent, Email Support Specialist, Escalations Specialist

Member Services Associate

Children’s Healthcare of Atlanta Remote

June 2018 – December 2020

• Assisted members with benefit questions, eligibility verification, and service

navigation.

• Handled escalated cases involving complaints, service delays, and account

discrepancies.

• Maintained compliance with HIPAA and internal privacy policies.

• Supported retention efforts by resolving concerns and improving overall member

experience.

• Documented case details thoroughly to support audits and quality assurance

reviews.

Aligned Roles:

Member Services Specialist, Patient Support Specialist, Concierge Support Agent,

Resolution Specialist, Retention Specialist

Help Desk / Technical Support Representative (Tier 1)

XYZ Technology Services Remote

March 2016 – May 2018

• Provided Tier 1 technical support to users experiencing login, system access, and

application issues.

• Guided users through troubleshooting steps and documented resolutions clearly.

• Escalated Tier 2 issues when necessary, ensuring smooth handoffs.

• Maintained adherence to response time SLAs and quality benchmarks.

Aligned Roles:

Help Desk Representative, Technical Support Specialist, Tier 1 Support, Tier 2

Support, Support Operations Specialist

TECHNOLOGY & TOOLS

• CRM & Ticketing Systems (Zendesk, Salesforce, HubSpot – similar)

• Microsoft Office & Google Workspace

• Live Chat & Messaging Platforms

• Remote Communication Tools (Zoom, Teams, Slack)

• Knowledge Base & SOP Documentation

EDUCATION

Associate of Arts – Business Administration

Georgia Gwinnett Community College Lawrenceville, Ga

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