Customer Service & Remote Support Specialist

Contact

Mccastle.Adrienne@icl

oud.com

Skills

Typing words

Anger Management

Caregiving

Adaptability

Salesforce

Customer Experience

OSHA

Time Management

Zendesk

First Aid

Languages

Adrienne Mccastle

Customer Service Specialist

Citizenship: United States of America

Customer-focused professional with proven expertise in remote support, troubleshooting, and data analysis. Skilled at resolving complex issues, optimizing workflows, and driving satisfaction through data-driven insights. Proficient in SQL, Excel, Zendesk, and Salesforce. Adaptable, analytical, and dedicated to delivering exceptional service in virtual environments .

Professional Experience

English

Native - 05

Female 27th November, 1982 United States of America CNA Care Giver

Private Client

Apr 2015 - Present- Personal Caregiver/Assistant to Mr. Jones Private Client – Albuquerque,NM

ver and

personal assistant to Mr. Jones, who was living with a traumatic brain injury, I provided compassionate, hands-on support through every stage of his recovery journey. My role went far beyond daily tasks—I became a consistent presence and advocate as he worked to regain both independence and dignity.

Daily Responsibilities Included:

• Personal care support, including grooming,

hygiene, and mobility assistance tailored to his physical needs and limitations.

• Medication management, ensuring timely doses

and observing for side effects or changes in behavior or mood.

• Cognitive and physical therapy assistance,

reinforcing exercises and routines prescribed by therapists to support his rehabilitation.

• Meal preparation and nutrition planning,

considering dietary needs while encouraging healthy habits and consistency.

Over the course of his rehabilitation, I witnessed and supported key milestones—from his first steps without assistance to improved speech and greater emotional regulation. Each small victory was a testament to his strength and our shared commitment to his recovery. Mr. Jones’s journey ended recently, but the bond we built and the role I played in improving his quality of life will remain one of the most meaningful chapters of my career in caregiving.

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Customer Support Billing

Zenith American Solutions INC

Feb 2010 - Mar 2014

Provided expert-level support in billing resolution and technical troubleshooting for T-Mobile customers across the U.S. Delivered high-quality service in a dynamic, metrics-driven environment, ensuring first-contact resolution and a positive customer experience. Balanced empathy, efficiency, and technical knowledge to build trust and resolve complex issues. Resolved a wide range of billing concerns, including overcharges, payment discrepancies, adjustments, and account inquiries, ensuring accuracy and transparency. Performed advanced troubleshooting for smartphones, tablets, and network connectivity issues, guiding customers step-by-step through diagnostics and solutions. Educated customers on usage charges, billing cycles, payment options, and account management to reduce repeat calls and increase satisfaction. Utilized multiple internal systems (CRM, billing platforms, and diagnostic tools) to assess customer accounts and provide informed, customized solutions. De-escalated frustrated customers with professionalism and patience, turning negative experiences into loyalty- building moments. Consistently exceeded KPIs, including call resolution rate, quality assurance scores, and customer satisfaction (CSAT). Supported cross-functional teams by providing feedback on recurring billing issues and technical bugs to improve service processes. Page 2 of 5

Sales Associate

Westec Technologies

Aug 2005 - Feb 2010

Delivered exceptional customer service and product expertise in a fast-paced wireless retail environment. Played a key role in driving store sales, meeting customer needs, and promoting Cingular Wireless products and services, including voice plans, data packages, and mobile devices. Assisted customers in selecting mobile phones, service plans, and accessories tailored to their needs, consistently exceeding individual sales targets. Educated customers on wireless features, usage optimization, billing structures, and device functions to enhance satisfaction and reduce churn. Processed new activations, upgrades, contract renewals, and account modifications while ensuring policy compliance and data accuracy. Troubleshot device issues in-store, provided basic technical support, and guided customers through warranty and replacement options. Maintained up-to-date product knowledge to support promotional campaigns and communicate new offers clearly and confidently. Built strong customer relationships through active listening, follow-up, and personalized service, resulting in increased referrals and repeat business. Collaborated with team members to achieve store goals and deliver a seamless customer experience.

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Educational History

Retention specialist

America online AOL

Jul 2002 - Dec 2004

Specialized in customer retention and relationship management for one of the largest internet service providers. Focused on resolving service concerns, enhancing customer satisfaction, and minimizing churn by offering tailored solutions and value-driven incentives. Engaged with customers considering cancellation to identify concerns, troubleshoot service or billing issues, and present retention offers that aligned with their needs. Applied persuasive communication and problem-solving skills to retain subscribers, consistently exceeding monthly save-rate and retention quota targets. Resolved technical issues related to email, dial-up access, software installation, and connectivity by guiding customers through troubleshooting steps. Addressed billing discrepancies, account suspensions, and service changes with accuracy and empathy, ensuring customer confidence and satisfaction. Documented call outcomes, customer feedback, and account actions using proprietary CRM tools to support data-driven strategy improvements. Maintained deep knowledge of AOL’s services, software, pricing structures, and promotions to provide informed and relevant solutions. Recognized for turning high-risk cancellation calls into long-term loyalty outcomes through active listening, professionalism, and a customer first mindset.

Sales Associate

MCI worldcom

Jan 2000 - Apr 2003 Part-Time

Promoted telecom services to residential and business customers as a Sales Telemarketing Representative at MCI WorldCom. Consistently exceeded sales targets by delivering clear product guidance and persuasive service presentations. Handled inbound and outbound calls, supported account setup and changes, and resolved service inquiries. Recognized for strong communication, customer focus, and high call-to-sale conversion rates in a fast- paced, high-volume call center environment.

Adult Education

CNM

Aug 2021 - May

2022

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Certifications

References

INTERESTS & HOBBIES

Cooking, Traveling, Playing Piano

FAVOURITE BOOKS

The body hits the score, The 48 laws of Power

FAVOURITE MOVIES

Meet the Parents, Fantasia

Diploma

Rio Rancho Highschool

Sep 1998 - May 1999

Developing Customer Service Skills

CPD Certified

Jun 2025

Pamela Robicheaux

Tmobil las vegas

*****.********.*******@*****.***

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Customer Experience (CX) Certifications – Like those from CXPA, Salesforce Certified Service Cloud Consultant

2011

Contact this candidate