Remote Customer Service Supervisor and Tech Support

KENTESHIA HOUSTON

Roanoke, AL 334-***-**** ************@******.***

Remote Customer Service • Live Chat • Call Center • Technical Support PROFESSIONAL SUMMARY

Dedicated customer service professional with 7+ years of experience providing exceptional remote support through phone and live chat. Experienced in handling high-volume customer interactions, resolving complex issues, coaching team members, and consistently delivering outstanding customer experiences. Recognized for professionalism, empathy, strong communication, and the ability to thrive in fast-paced virtual environments. CORE SKILLS

• Customer Service • Live Chat Support • Inbound/Outbound Calls • Remote Work • CRM Software • Microsoft Office • Technical Troubleshooting • Data Entry • Billing Support • Conflict Resolution • Active Listening • Time Management • Quality Assurance • Team Leadership • Multitasking PROFESSIONAL EXPERIENCE

Customer Service Supervisor Sitel

Jul 2021 – Sep 2024

• Led and coached customer service representatives to improve quality and customer satisfaction.

• Handled escalated customer concerns with professionalism and empathy.

• Tracked performance metrics and implemented process improvements.

• Supported training and onboarding of new employees. Live Web Customer Service Representative (Chat) Afni Jun 2019 – Jul 2021

• Provided live chat support for wireless customers.

• Resolved billing, account, and device issues while meeting performance goals.

• Delivered accurate solutions and documented customer interactions. Virtual Senior Customer Service Representative Teleperformance Oct 2018 – Jun 2019

• Managed customer inquiries through chat and phone.

• Processed orders, updated customer records, and resolved payment questions.

• Escalated complex issues while maintaining excellent service. Banking Supervisor / Customer Service Representative TSYS Jul 2017 – Oct 2018

• Provided banking support and resolved customer concerns.

• Assisted with daily operations and staff guidance.

• Maintained accurate records while ensuring compliance. EDUCATION

Ultimate Medical Academy – Pharmacy Technician Program (Expected Graduation: November 2026) Handley High School – High School Diploma (2016)

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