Virtual Customer Support Specialist Resume

DAWN VELEZ

Celebration, FL (Remote)

407-***-**** *********@*****.***

VIRTUAL CUSTOMER SERVICE REPRESENTATIVE REMOTE SUPPORT PROFESSIONAL Professional Summary

Customer-focused professional with 6+ years of experience providing virtual phone and email support in remote environments. Skilled in handling customer inquiries, resolving complaints, troubleshooting service issues, and documenting detailed interaction notes in CRM systems. Recognized for building rapport quickly, maintaining a positive and professional demeanor, and delivering clear product and service information to enhance customer satisfaction and retention. Core Competencies

Customer Inquiry Resolution • Complaint Management • Remote Phone Support • Troubleshooting & Problem Solving • CRM Documentation • Product & Service Education • Client Relationship Building • Multitasking & Prioritization • Professional Written & Verbal Communication Professional Experience

Notary Nation & Apostille Services – Celebration, FL (Remote) Customer Service & Operations Specialist 2020 – Present

• Serve as primary point of contact for inbound customer inquiries via phone and email.

• Provide clear product and service information to clients, ensuring understanding of processes and timelines.

• Troubleshoot service concerns and resolve customer complaints efficiently.

• Document and update customer records in CRM systems to ensure accurate tracking and follow-up.

• Maintain organized knowledge of evolving services, pricing structures, and compliance requirements.

• Build rapport with diverse clientele while maintaining professionalism and empathy. Assurance – Remote

Customer Support Representative 2016 – 2019

• Handled high-volume inbound customer calls, providing product guidance and resolving account-related concerns.

• Assisted customers in understanding service options and next steps.

• Documented all customer interactions in CRM for compliance and quality assurance.

• Maintained positive tone and professionalism during escalated calls. CenturyLink – Orlando, FL

Customer Service Representative 2010 – 2016

• Responded to customer inquiries regarding billing, service issues, and account updates.

• Resolved technical and service-related concerns while meeting performance metrics.

• Prioritized multiple customer needs in a fast-paced call center environment. Technical Skills

CRM Systems (Salesforce, HubSpot, Zoho) • Microsoft Office Suite • Zoom • MS Teams • Remote Call Handling Platforms

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