Remote Customer Support - Payments & Accounts Specialist

Jessica Davis

Customer Support Specialist Payments & Account Support (Remote)

United States

205-***-**** ****************@*****.*** [LinkedIn]

Professional Summary

Customer Support Specialist with experience supporting account, billing, and payment-related inquiries in fast-paced, remote environments. Known for high discretion, operational accuracy, and empathetic de-escalation while handling sensitive customer data. Strong communicator with proven ability to troubleshoot complex issues, document resolutions, and collaborate cross-functionally to improve customer experience and reduce friction.

Core Skills & Keywords (ATS-Optimized)

Customer Support (Phone, Chat, Email)

Payments & Billing Support

Account Verification & Identity Review

Transaction Issues, Refunds & Disputes

Escalation Management (Tier 2 / Tier 3)

Compliance & Confidential Data Handling

KYC Support & Verification Processes

Chargeback & Subscription Issue Resolution

Risk Awareness & Fraud Sensitivity

CRM & Ticketing Systems (Zendesk-style tools)

Documentation & Knowledge Base Contributions

Cross-Functional Collaboration

Remote Contractor Performance

High-Trust & Regulatory Environments

Relevant Experience

Customer Support Representative (Remote)

LiveOps

Remote

Provided high-volume customer support via phone, chat, and email, resolving account, billing, and service-related issues with precision and empathy.

Handled sensitive customer information while maintaining confidentiality and professionalism in compliance-focused environments.

De-escalated complex or high-stakes customer situations by clearly explaining policies, account actions, and next steps.

Documented resolutions thoroughly to support operational accuracy and audit readiness.

Escalated technical or account anomalies appropriately, ensuring timely resolution and customer satisfaction.

Worked independently in a remote setting while maintaining performance metrics and service-level expectations.

Store Manager / Customer Service Manager

CVS Pharmacy

Managed customer concerns involving billing discrepancies, refunds, account issues, and sensitive transactions.

Ensured compliance with company policies and regulatory standards when handling customer data and financial interactions.

Trained staff on escalation handling, documentation accuracy, and customer de-escalation techniques.

Identified recurring issues and communicated insights to leadership to improve processes and reduce customer friction.

Customer Service Associate

dd’s Discounts

Assisted customers with transactions, refunds, and account-related questions while maintaining a calm and respectful approach.

Demonstrated strong attention to detail in cash handling, transaction accuracy, and issue resolution.

Built trust with customers by providing clear explanations and consistent follow-through.

Technical & Operational Strengths

Comfortable reviewing account details, transaction histories, and support logs to identify discrepancies

Strong written documentation skills for escalations and operational actions

Adaptable to new tools such as ticketing systems, payment dashboards, and internal workflows

Proven ability to work independently as a remote contractor, including evenings or weekends

Education & Certifications

IBM Certificate in Coding

(Supports technical understanding, systems navigation, and analytical problem-solving)

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