Remote Customer Service Representative

Erikson Eribo

Dallas, TX 214-***-**** **************@*******.***

PROFESSIONAL SUMMARY

Highly adaptable customer support professional with 5+ years of remote experience across healthcare, payments, and SaaS environments. Proven strength in managing high-volume queues, resolving billing and service issues, and improving customer experience through process discipline, precise documentation, and strong ownership. Adept at collaborating with finance, operations, and engineering teams to close cases efficiently and raise service quality.

CORE COMPETENCIES

Customer experience operations, queue management, and workload prioritization

Case ownership, escalation routing, and service recovery

Knowledge management, SOP development, and troubleshooting documentation

Billing support, payment reconciliation, refunds, and dispute resolution

Customer onboarding, account maintenance, and workflow support

Cross-functional collaboration with finance, operations, product, and engineering

Performance tracking: CSAT, FCR, AHT, FRT, SLA compliance, backlog reduction

Remote communication, written documentation, and handoff discipline

TECHNICAL SKILLS

Zendesk, Salesforce Service Cloud, Freshdesk, HubSpot, Intercom

Five9, RingCentral, Talkdesk

Microsoft 365, Google Workspace, Slack, Microsoft Teams, Confluence, Notion

Zendesk Explore, Excel, reporting dashboards, pivot tables, filters

Shopify, Stripe, Square, PCI-conscious support practices

PROFESSIONAL EXPERIENCE

Healthcare Client Support Specialist Doximity (Remote)

June 2023 – May 2026

Doximity is a healthcare technology company that supports digital networking, workflow coordination, and communication tools for healthcare professionals.

Managed 90+ daily inbound and outbound customer interactions, plus email and chat coverage, resolving billing, service, and account-support issues while sustaining a 96% CSAT.

Processed billing reconciliations and payment investigations with finance partners, including partial captures, refunds, and chargebacks, while preserving PCI-conscious documentation.

Owned cases from intake through closure, ensuring accurate notes, correct dispositioning, and consistent follow-through.

Improved First-Contact Resolution by introducing structured diagnostic checklists and concise call scripts for recurring contact drivers.

Developed knowledge articles, canned responses, and internal references that reduced repeat contacts and improved team response quality.

Performed queue triage during high-volume periods by prioritizing urgent issues, scheduling callbacks, and opening incident tickets to protect SLA targets.

Used Zendesk Explore and Excel to identify contact trends, isolate recurring defects, and recommend process improvements that reduced escalations.

Completed QA self-audits and peer reviews to improve accuracy, tone, and communication consistency across the support team.

Monitored customer health indicators such as usage, backlog, resolution speed, and satisfaction trends to identify at-risk accounts early.

Built a simple risk-ranking model using tags, dispositions, and adoption signals to prioritize proactive outreach and reduce churn risk.

Supported retention campaigns with adoption nudges, educational emails, and in-product guidance to improve engagement and feature usage.

Prepared renewal summaries and executive-ready updates to help account teams communicate issues, progress, and next steps clearly.

Supported win-back activity through onboarding refreshes, remediation plans, and coordinated internal follow-up.

Technical Support Specialist Moov (Remote)

January 2022 – May 2023

Moov is a payments infrastructure company focused on enabling businesses to accept, store, move, and spend money through modern payment workflows.

Delivered Tier 1 SaaS technical support for a cloud-based software platform, managing 70+ customer interactions daily across phone, email, and chat while consistently meeting SLA and quality targets.

Diagnosed and resolved customer-reported issues related to user access, authentication, account provisioning, software configuration, application functionality, and platform navigation.

Served as the primary point of contact for end users, providing technical troubleshooting, product guidance, and best-practice recommendations to maximize platform adoption and customer satisfaction.

Documented incidents, troubleshooting steps, and resolutions within Zendesk and Salesforce, ensuring accurate case management, knowledge retention, and audit readiness.

Escalated complex application issues, software defects, integration failures, and service interruptions to Tier 2 Support and Engineering teams with detailed diagnostics and reproduction steps.

Developed and maintained knowledge base articles, troubleshooting documentation, and support templates that improved first-contact resolution rates and reduced average handling time.

Collaborated with Product, Engineering, and Customer Success teams to investigate recurring SaaS platform issues, communicate status updates, and support root-cause analysis initiatives.

Assisted customers with onboarding, account setup, user permissions, feature adoption, and workflow optimization to improve product utilization and overall user experience.

Managed ticket queues and prioritized support requests based on business impact, urgency, and SLA requirements to ensure timely resolution.

Leveraged Zendesk, Salesforce, JIRA, and Excel to analyze support trends, identify recurring technical issues, monitor performance metrics, and recommend continuous process improvements.

CERTIFICATIONS

Zendesk Certified User — Zendesk Academy (2022)

Certified Customer Service Professional (CCSP) — Customer Service Institute of America (2021)

ACHIEVEMENTS & METRICS SNAPSHOT

Improved First-Contact Resolution by 15% through structured troubleshooting and standardized call flows.

Reduced Average Handle Time by 10% through macros, response templates, and guided workflows.

Lowered repeat contact volume by approximately 12% through stronger documentation and knowledge base improvements.

Reduced escalation frequency by about 30% by isolating recurring issues and refining triage.

Maintained 96% CSAT in healthcare support and 95% CSAT in payment support roles.

EDUCATION

Bachelor of Science, Computer Science — Afe Babalola University, Ado-Ekiti, Ekiti State, Nigeria — Graduated November 2013

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