Customer Service & Technical Support Specialist
Resume:
Sharica Turner
Las Vegas, NV *****
**********@*****.***
Professional Summary
Dedicated and results-driven Customer Service
Professional with over 10 years of experience
delivering exceptional customer support across
travel, technology, emergency management, and
hospitality industries. Skilled in resolving
complex customer concerns, de-escalating
challenging situations, and providing accurate,
solutions-focused service in fast-paced
environments. Experienced with Sabre,
Amadeus, CRM platforms, remote support, and
cross-functional collaboration. Recognized for
professionalism, empathy, strong
communication, and consistently exceeding
customer satisfaction goals.
Core Qualifications
Customer Service Excellence
Escalation & Conflict Resolution
Account Management
Technical Support
Remote Customer Support
Phone, Email & Chat Support
CRM Systems
Sabre GDS
Amadeus GDS
Microsoft Office Suite
Documentation & Data Entry
Problem Solving
Team Collaboration
Time Management
Training & Mentoring
Customer Retention
Multitasking
Quality Assurance
Professional Experience
Travel Counselor
American Express Global Business Travel
(Remote) June 2025 – March 2026
Coordinated domestic and international
business travel using Sabre and Amadeus.
Assisted travelers with itinerary changes,
cancellations, exchanges, and emergency travel
disruptions.
Ensured compliance with corporate travel
policies while maintaining exceptional customer
satisfaction.
Delivered prompt and accurate solutions in a
fast-paced, high-volume environment.
Built strong customer relationships through
professionalism and effective communication.
Ride Operator
Zoox – Las Vegas, NV September 2024 –
February 2025
Monitored autonomous vehicle operations while
ensuring passenger safety.
Assisted customers with questions and resolved
concerns professionally.
Communicated operational issues promptly with
internal teams.
Maintained a positive customer experience
throughout every ride.
Account Specialist
IEM – Innovative Emergency Management
(Remote) December 2021 – February 2024
Assisted customers with account inquiries and
case management.
Resolved customer concerns while meeting
quality and performance standards.
Documented interactions accurately using
internal systems.
Collaborated with multiple departments to
ensure timely issue resolution.
Built trust through compassionate, professional
customer support.
Tier III Customer Relations Specialist
Expedia Group – Las Vegas, NV October 2016 –
November 2020
Managed complex customer escalations
involving flights, hotels, and travel disruptions. Used Sabre and Amadeus to resolve reservation
issues efficiently.
Worked with airline and hotel partners to
negotiate customer solutions.
Consistently exceeded customer satisfaction
and service-level goals.
Mentored newer employees on customer service
best practices and de-escalation techniques.
Cashier / Hostess
Boyd Gaming – Suncoast Hotel & Casino
January 2013 – January 2015
Delivered exceptional guest service in a high-
volume hospitality environment.
Processed cash and credit transactions
accurately.
Resolved guest concerns professionally while
maintaining company service standards.
Assisted team members to ensure smooth daily
operations.
Education
MyComputerCareer
Information Technology Program
State of Nevada
High School Diploma / GED
Technical Skills
Microsoft Office Suite
Microsoft Outlook
Sabre
Amadeus
CRM Systems
Remote Support Tools
Power BI
Documentation
Networking Fundamentals
Windows Operating Systems
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