Remote Customer Support & Operations Specialist

K. Neschelle. Belk

Remote / California, USA 404-***-****/

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

Professional Summary

Initial Remote Training, Customer Operations and Technical Support Specialist with 7+ years of experience supporting high-volume remote environments. Proven background in Tier 1 and Tier 2 troubleshooting, CRM management, incident escalation, workforce coordination, customer retention, and operational support. Experience resolving customer issues while meeting SLA targets. Seeking opportunities in Web content moderator, Social Media moderator, Data Annotation, Chat Support, Help desk operations, IT Support, or Customer Success operations. Open to similar industries. Technical Skills

• Salesforce, Zendesk, Oracle-based and Cisco Systems

• Microsoft OOice Suite, Excel, Teams, Zoom, Slack

• Windows OS, MacOS & Basic Linux

• TCP/IP, DNS, DHCP, VPN Connectivity Fundamentals

• SLA Compliance & Quality Assurance Monitoring

• Customer Retention & Customer Operations

Professional Experience

CSC – Contemporary Services Corporation, California Security Professional / Crowd Management & Operations Support Jun 2023 Present

• Analyze live video feeds and document incidents according to compliance standards.

• Generate incident reports and coordinate escalations to management and emergency responders.

• Maintain situational awareness in fast-paced operational environments.

• Support client safety and risk mitigation through eOective communication and reporting. TeleTech Solutions (Remote)

Senior Customer Support Specialist / Team Support Lead Jan 2011 – Jan 2018

• Coordinated daily chat, email, and phone support workflows for a distributed team of 10 remote agents.

• Led Tier 2 issue resolution involving technical troubleshooting, billing concerns, account support, and escalations.

• Reinforced operational standards and SLA compliance across support channels.

• Improved customer satisfaction through workflow consistency, and coaching support to team members.

• Facilitated business continuity by navigating multiple databases and service platforms simultaneously. Life-Bushido (Remote)

Virtual Assistant Jan 2015 – Jan 2017

• Managed large datasets and client research projects.

• Created PowerPoint presentations and business documentation.

• Maintained database accuracy through auditing and data correction.

• Coordinated prospect outreach and administrative follow-up activities. Education

Associate of Science in Information Technology

University of Phoenix, 2023-2024

Relevant Coursework:

• Networking Fundamentals

• Cybersecurity Principles

• Systems Administration

• Technical Support Fundamentals

Certifications

Cybersecurity 101–103 (2023)

CompTIA Security+ (Planned / In Progress)

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