Customer Support & Escalations Specialist
Resume:
MARIA WRIGHT
**********@*****.***
PROFILE
Customer Experience Specialist with three years of experience delivering high-quality support in fast-paced environments. Expert in escalation management, deescalation, and CRM systems with a proven track record of achieving 98% CSAT. Skilled in resolving complex issues, improving processes, and supporting business growth.
EXPERIENCE
Babel Audio — AI Training Specialist 2025–Present
●Conducted structured, in-depth conversations to help train and improve AI systems through natural language interactions and performance evaluation.
●Earned a 98% conversation satisfaction score by consistently delivering engaging, high-quality interactions that met project standards.
●Assessed communication quality, critical thinking, and adherence to project guidelines while maintaining accurate documentation
Nintendo (Aerotek) — CSR III / Supervisor 2019–2020
●Resolved complex customer issues across phone, chat, and email
●Managed escalations and preserved customer satisfaction
●Mentored junior agents and supported team performance
Nintendo (Aerotek) — Customer Support Agent 2019–2020
●Handled high-volume inquiries and troubleshooting
●Maintained accurate CRM documentation
Rover.com — Account Manager 2016–2017
●Maintained 98% CSAT while managing high-value customers
●Improved retention and contributed to revenue growth
Rover.com — CX & Escalations Specialist 2016–2017
●Handled 60–70 daily customer requests
●Managed urgent escalations and trained new hires
EDUCATION
Washington State University — B.A. Public Affairs (Expected 2027)
Harvard University — Continuing Education
SKILLS
Customer Experience • Escalation Management • CRM Systems • Customer Retention • Technical Troubleshooting • Process Improvement • AI Training • Microsoft Office
Contact this candidate