Senior Remote Customer Support Specialist
Resume:
Jennifer K. Wotherspoon
**** *** **** ****** *** #1110
****************@*****.***
Professional Summary
Results-driven call center professional with 9+ years of experience in high-volume inbound customer support environments. Demonstrated success handling multi-line phone systems, scheduling service appointments, and resolving customer inquiries with efficiency and empathy. Skilled in CRM platforms including Salesforce and Zendesk, with a strong ability to multitask across systems while maintaining accuracy. Known for exceeding performance metrics, delivering 5-star customer experiences, and supporting dispatch and service coordination in fast-paced remote settings.
Core Competencies
●Inbound & Outbound Call Handling
●Appointment Scheduling & Dispatch Coordination
●Customer Issue Resolution & De-escalation
●CRM Systems (Salesforce, Zendesk, Olark)
●Data Entry & Record Management
●Multitasking in Fast-Paced Environments
●Call Documentation & Ticket Management
●Customer Satisfaction & Retention
●Administrative & Remote Support
Professional Experience
Lead Customer Service Representative (Remote)
Patient Direct Pharmacy Apr 2022 – Dec 2024
●Managed high-volume inbound calls, assisting patients with inquiries, order processing, and service coordination.
●Scheduled appointments and coordinated services, ensuring accuracy and timely follow-through.
●Documented all customer interactions in Salesforce CRM, maintaining detailed and compliant records.
●Resolved customer concerns with professionalism and empathy, improving overall satisfaction.
●Handled sensitive personal and medical information with strict confidentiality.
●Consistently exceeded daily and weekly performance metrics; recognized as a top producer.
●Supported internal teams and specialists with administrative and customer follow-up tasks.
Virtual Executive Assistant (Remote)
Instant Assistant Jun 2019 – Mar 2022
●Delivered customer support via phone, email, and chat, maintaining a high standard of professionalism.
●Managed scheduling, calendar coordination, and client communications in a fast-paced environment.
●Maintained accurate records and ensured timely responses to customer inquiries and follow-ups.
●Balanced multiple tasks simultaneously, including inbox management and service coordination.
●Assisted with client retention through proactive communication and service excellence.
Property Manager
Professional Property Management Services Nov 2017 – Mar 2019
●Handled inbound inquiries from prospective and current tenants, providing prompt and courteous service.
●Scheduled property tours, maintenance requests, and service appointments.
●Resolved tenant concerns and complaints efficiently, maintaining positive relationships.
●Processed payments and maintained accurate tenant records.
●Coordinated with maintenance teams to ensure timely service delivery.
Web Administrator
Direct Data Inc. Nov 2015 – Feb 2017
●Responded to customer inquiries and provided technical and administrative support.
●Maintained accurate data records and performed daily system updates.
●Managed multiple responsibilities, including customer communication and website updates.
●Ensured timely resolution of user issues and service requests.
Customer Support Manager (Remote)
Collectables Club Sep 2012 – Aug 2015
●Managed inbound customer calls, resolving inquiries related to orders, billing, and account support.
●Supervised and trained support staff, improving team performance and service quality.
●Maintained CRM systems (Zendesk, Salesforce, Olark) to track tickets and customer interactions.
●Ensured accurate order processing and payment handling.
●Strengthened customer satisfaction through efficient issue resolution and follow-up.
Education
Bachelor of Arts in Political Science
Florida State University
Technical Skills
Salesforce • Zendesk • Olark • Microsoft Office • Google Workspace • Multi-line Phone Systems
Key Strengths
●Clear, professional, and friendly phone presence
●Strong attention to detail and accuracy
●Ability to multitask across systems while on live calls
●Reliable, punctual, and performance-driven
●Committed to delivering a 5-star customer experience
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