Remote Chat Support & Customer Service Lead

PROFESSIONAL SUMMARY

Motivated and detail-oriented professional with 7+ years of progressive experience in customer service, stakeholder engagement, and cross-functional team leadership. Proven success in resolving complex client issues, coordinating high-volume service operations, and managing projects from planning to execution. Currently pursuing a Project Management Certificate with plans to obtain the CAPM and PMP certifications to strengthen my skills and transition into project coordination and project management roles. Adept in tools such as Microsoft Project, Monday.com, Jira, and Salesforce.

CORE COMPETENCIES

● Project Coordination & Implementation: Proven ability to plan, coordinate, and execute projects from concept to completion, ensuring deliverables are met on time and aligned with stakeholder expectations.

● Stakeholder Communication & Engagement: Builds and maintains strong relationships with clients, vendors, and cross-functional teams to drive project clarity, alignment, and satisfaction.

● Risk Identification & Issue Resolution: Anticipates potential roadblocks and implements timely solutions to mitigate risks and maintain project momentum.

● Documentation & Reporting: Creates clear, concise project documentation, including status updates, issue logs, and performance reports, to support transparency and decision-making.

● CRM & Ticketing System Management: Efficiently manages high volumes of client interactions using tools like Salesforce, NICE, and Zendesk, ensuring all engagements are logged, tracked, and resolved.

● Process Optimization: Identifies workflow inefficiencies and introduces streamlined processes that improve team productivity and enhance service delivery.

● Team Training & Leadership: Provides coaching and onboarding support to new hires and team members, fostering a collaborative and performance-driven environment.

● Remote Work Efficiency: Thrives in virtual work environments, leveraging digital tools to manage priorities, communicate effectively, and meet performance metrics independently. PROFESSIONAL WORK EXPERIENCES

Customer Experience Representative

NearU – Charlotte, NC Apr 2025 – Present

● Answer a high volume of inbound/outbound calls

● Scheduling appointments across multiple service lines

● Navigate internal systems (CRM ServiceTitan) to schedule service and update records accurately Customer Service Specialist

Apria Healthcare – Remote Jan 2024 – Apr 2025

● Managed high call volume while documenting cases in CRM tools like Salesforce and NICE.

● Collaborated with cross-functional teams to resolve service delivery issues and enhance workflows.

● Delivered on-time support solutions, often operating under budget constraints. Sales Team Lead

Fetch Wireless – Remote Jan 2021 – Dec 2023

● Trained and supervised team members, contributing to a 17% improvement in customer satisfaction.

● Multitasked across departments using platforms like RingCentral and Zendesk to handle support and escalations.

● Generated reports to monitor KPIs and boost accountability within the team. Medicare Customer Service Specialist

Alliance & Associates – Charlotte, NC Aug 2016 – Dec 2020

● Supported Medicare clients with enrollment, claims, and policy inquiries.

● Educated customers on coverage options and compliance, boosting service retention.

● Maintained compliance with HIPAA and CMS regulations during all communications. EDUCATIONAL BACKGROUND

Project Management Certificate (In Progress)

CPCC – Charlotte, NC Expected Dec 2026

Associate of Science, Business Administration

Central Piedmont Community College – Charlotte, NC 2022 Certified Nursing Assistant

Serenity Nursing Academy – Charlotte, NC 2014

TECHNNICAL SKILS

Project & Collaboration Tools: Microsoft Project, Jira, Asana, Trello, ClickUp, Monday.com CRM & Support Platforms: Salesforce, Zendesk, RingCentral, NICE Communication: Microsoft Teams, Google Suite, Email, Live Chat PROJECT HIGHLIGHTS

Zendesk Implementation – Junior Project Manager

● Led a 4-person team to implement a company-wide ticketing system, enhancing issue resolution efficiency and client satisfaction.

Chimzi Fashion Show – Project Coordinator

● Oversaw venue management, event logistics, vendor coordination, and promotional outreach for a high-profile community fashion event.

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