Document Processor and Customer Support Specialist

Skye Shaver, Document Processor

Haddock, Georgia, United States, 334-***-****, ****.********@*****.*** PROFILE Customer-focused Document Processor and support specialist with 5 years of combined experience, including 2 years in call center environments and extensive live chat, email and data-entry roles. Proven track record improving customer satisfaction by 27% and boosting upsell rates by 20%; proficient with CRM platforms (Salesforce, Zendesk, HubSpot), Excel, and live-chat/phone support. Background in journalism and web design (Photoshop, front-end site building) sharpens interviewing, written communication, and problem solving; educated through Stride K 12 and passionate about delivering accurate, efficient, and positive customer experiences. EMPLOYMENT HISTORY

Mar 2026 — Present Generalist Expert, Mercor

Annotate and categorize text, images, and other data according to detailed guidelines Improving AI systems and reviewing prompts for accuracy and performance through data annotation.Annotate and categorize text, images, and other data according to detailed guidelines Improving AI systems and reviewing prompts for accuracy and performance through data annotation. Jan 2026 — Present Customer engagement expert, ActivEngage Haddock Delivered real-time online customer engagement for automotive dealerships, managing high-volume live chats while providing accurate information, qualifying leads, scheduling appointments, and ensuring a seamless customer experience. Demonstrated strong multitasking, communication, and CRM documentation skills while consistently meeting performance metrics and quality standards May 2021 — Present Data Entry, Amazon Mechanical Turk

• Entered and verified data accurately into company database, ensuring data integrity

• Managed multiple projects simultaneously while meeting strict deadlines for data entry tasks Nov 2025 — Jan 2026 Digital annotation expert, MERCOR

• reviewed and evaluated different multimedia content- images, video, audio

• Compared AI generated results and decided which is a better looking generated result.

• follow guidelines for projects to keep quality assurance consistent

• Improved accuracy and reliability of cutting-edge multimodal AI

• Annotated videos and audio to train AI systems

Nov 2025 — Jan 2026 Volunteer Crisis Counselor, Crisis Text Line

• provide support to people who struggle with mental health

• Respond to users via text to talk to them and give resources for help Jun 2025 — Sept 2025 Inbound Sales Advisor, Conduent

• Guided customers on products, boosting upsell rates by 20% and enhancing loyalty.

• Delivered product insights, achieving consistent upsell growth and customer satisfaction.

• Analyzed feedback to propose service enhancements, improving customer experience.

• Conducted personalized consultations, driving sales and strengthening client relations. May 2024 — Mar 2025 Customer Experience, Walmart

Achieved 27% increase in satisfaction scores

Analyzed customer data for improvements

Fused customer feedback into product development

Orchestrated cohesive team operations, empowering staff to exceed service benchmarks while fostering positive customer relationships

Implemented data-driven strategies based on customer feedback analysis, resulting in measurable improvements to service quality and team performance Cultivated strong team dynamics among 10 staff members, establishing clear communication channels and promoting knowledge sharing for enhanced service delivery Jan 2024 — Sept 2024 Political Surveyor, CMG (California Marketing) Conducted outbound political surveys, enhancing customer engagement Responded to customer queries across multiple platforms Maintained detailed records of customer interactions, ensuring data accuracy Followed up on customer feedback, driving issue resolution Analyzed survey response patterns to identify key voter demographics and trends, enabling data-driven campaign strategies

May 2023 — Dec 2023 Sales Representative, Vector Marketing Identified potential customers through innovative research methods Presented products effectively, increasing customer engagement Maintained CRM systems, ensuring data accuracy and efficiency Analysed market trends and customer behaviour patterns to develop data-driven sales strategies, strengthening client relationships and retention Orchestrated cross-functional initiatives with marketing teams to align sales objectives, fostering improved customer engagement and satisfaction EDUCATION

Aug 2022 — Aug 2023 Art Studio (None), University of Alabama At Birmingham Birmingham The description of the education

Aug 2016 — May 2022 HIGH SCHOOL DIPLOMA, Alabama Virtual Academy Notasulga SKILLS Negotiation

Market research

Web design

Email customer support

Phone customer support

Digital marketing

Customer support specialist

experience

Data entry

Document review

Data collection

Call center experience

Operating systems

Management

Time management

Communication platforms

Salesforce Cloud

Typing

Performance Metrics

Conflict management

10 key typing

E-commerce

Data analytics

Documentation review

Microsoft Outlook

Account management

Project management

CRM systems

Document processing

LANGUAGES English Japanese

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