Senior Remote Customer Success Specialist with 5+ Years Experience
Resume:
Xaiver Adams
Remote Columbus,MS Central Time Zone (CST/CDT) Email: **************@*****.***
Linkedin:https://www.linkedin.com/in/xladamscustomersuccess/ Cal.com Interview Scheduling: https://cal.com/xaiver-adams-p11ixn/30min
Accumulated five years of remote customer success experience from 2020 to 2026 across financial services, EdTech, and SaaS technical support, handling 40–70 daily contacts via phone, email, and chat while maintaining consistent quality scores and advancing from frontline CSR to specialist-level roles.
Completed rigorous remote training and certification programs—including U.S. Bank fraud detection protocols, College Board digital assessment platform onboarding, and Flowbird technical diagnostics—while holding a High School Diploma. Managed 50–60 inbound calls, emails, and chats daily via Avaya, Amazon Connect, and Zendesk, resolving sensitive inquiries from distressed customers College Board — Customer Experience Specialist (Remote) 2026 Managed 50+ high-volume queue of inbound inquiries via Avaya during peak SAT and AP exam registration windows, resolving complex account access, digital testing platform (Bluebook), and fee waiver issues for students, parents, and educators while maintaining Salesforce case records with detailed resolution notes and escalation triggers. Leveraged Cresta real-time AI coaching and conversation analytics to identify recurring friction points in the digital assessment registration process, sharing voice-of-customer insights with AP and BigFuture program teams to drive improvements in support documentation and reduce repeat contact rates.
Partnered with cross-functional program stakeholders using Microsoft Teams and SharePoint to coordinate escalation protocols for state partner institutions and test center coordinators. U.S. Bank — Senior Customer Support Specialist (Remote) 2022 – 2025 Monitored real-time Falcon Fraud Detection queues to identify and investigate suspicious debit and credit card transactions, analyzing transaction patterns and customer behavior to flag potential account takeover and first-party fraud cases before financial losses materialized. Utilized Amazon Connect and Cobrowse screen-sharing sessions to guide customers through complex fraud dispute intake processes, verifying identity and walking them through suspicious transaction histories to complete affidavits and provisional credit requests securely. Collaborated with Fraud Risk Analysts and back-office disputes teams to document emerging fraud trends identified during customer interactions, contributing to the refinement of detection rules and helping reduce average case resolution time for disputed transactions. Flowbird — Customer Technical Support (Remote) 2022 Served as Level 2 technical support for transit agency clients experiencing hardware and software failures with on-street and off-street parking meter deployments, diagnosing connectivity, payment processing, and backend integration issues via remote troubleshooting sessions.
Managed complex technical cases in Salesforce Service Cloud, creating detailed tickets with reproduction steps, error logs, and client environment details. Coordinated urgent escalation and patch deployment timelines using Slack and Basecamp project boards, communicating directly with transit agency IT administrators and Flowbird engineering teams to minimize parking system downtime and revenue interruption for municipal clients.
World Vision International — Client Support Specialist (Remote) 2021 – 2022 Managed a global queue of donor and sponsor inquiries through Zendesk, resolving account updates, payment processing issues, and child sponsorship correspondence questions while adhering to strict data privacy protocols for beneficiaries across multiple international field offices .
Provided remote technical and procedural support to field-based staff using Microsoft Teams and SharePoint, troubleshooting access issues with sponsorship databases and guiding users through standardized workflows for beneficiary data entry and reporting. Developed and maintained internal knowledge base articles within Zendesk to document recurring donor account issues.
Asurion — Customer Service Representative (Remote) 2020 – 2021 Handled 60+ inbound calls daily via Avaya phone systems for customers filing mobile device protection claims, guiding them through damage, loss, and theft claim intake while verifying coverage eligibility and deductible amounts in real time. Processed and tracked device replacement and repair claims within Freshdesk CRM, ensuring accurate documentation of device models, incident details, and shipping addresses to expedite same-day fulfillment and minimize customer downtime .
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