Customer Support Specialist - CRM & Case Resolution

Kamilah Erbe

Manor, TX • 737-***-**** • ***************@*****.***

Professional Summary

Customer Support Specialist with 3+ years of experience delivering high-quality service across phone, chat, and email channels. Proven ability to manage 50+ daily interactions, resolve complex issues, and exceed performance metrics in fast-paced environments. Strong background in CRM systems, customer satisfaction optimization, and cross-functional collaboration. Core Skills

1 Customer Support (Phone, Chat, Email)

2 CRM Systems (Zendesk, HubSpot, Freshdesk, Salesforce) 3 Ticketing Systems & Case Management

4 Conflict Resolution & De-escalation

5 Time Management & Multitasking

6 Microsoft Office & Google Workspace

7 Data Entry & Order Processing

8 E-commerce & Retail Support

9 Cross-functional Collaboration

Professional Experience

Customer Service Representative — Classic Street (2022–2023) • Managed 50+ daily customer interactions via phone, chat, and email while maintaining a 95% satisfaction rate • Reduced escalations by 20% through effective problem-solving and communication • Improved response times by 30% through collaboration with internal teams • Consistently exceeded performance metrics including first-call resolution

Customer Service Representative — QVC (2022) • Delivered prompt and professional support, resolving inquiries efficiently • Maintained strong product knowledge to enhance customer experience and retention • Collaborated with internal teams to resolve complex issues • Consistently met and exceeded performance targets

Administrative Assistant — Works of Steel (2018–2022) • Supported 10+ managers with scheduling, communications, and operations • Managed calendars, meetings, and travel logistics • Maintained confidential records and improved organizational systems • Coordinated events, trainings, and company communications

Education

High School Diploma — Byron P. Steele II High School

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