Remote Customer Support Specialist

Sarah Downes

Grand Rapids, MI • 720-***-**** • ***********@*****.***

Open to Remote Opportunities Nationwide

PROFESSIONAL SUMMARY

Customer service professional with 7+ years of experience in remote live chat and email support. Proficient in Zendesk with a track record of resolving inquiries quickly, delivering personalized recommendations, and maintaining accurate client documentation. Eager to bring strong communication skills and a fast-learning mindset to a new remote support team.

CORE COMPETENCIES

Tools & Platforms: Zendesk · SalonBiz POS · Live Chat Software · Email Support Strengths: Multi-channel Support · Client Communication · CRM Data Entry · Team Training · Remote Collaboration Soft Skills: Quick Learner · Detail-Oriented · Empathetic · Self-Managed · Adaptable PROFESSIONAL EXPERIENCE

Online Beauty Concierge & Chat Expert Advantage Solutions Jan 2019 – Feb 2026 Remote Provided real-time customer support via live chat and email in a fully remote environment, handling a high volume of inquiries daily through Zendesk.

● Resolved product and skincare inquiries through personalized, empathetic communication that consistently boosted customer satisfaction scores.

● Managed accurate customer records and interaction logs within Zendesk to ensure seamless follow-up and data integrity.

● Onboarded and trained new team members on product knowledge and live chat best practices, reducing ramp-up time.

● Supported marketing initiatives by promoting seasonal services and new product launches during customer interactions.

● Stayed current on beauty trends and brand updates to provide informed, up-to-date recommendations. Experience Center Advisor Aveda Institute Denver Jan 2016 – Jan 2019 Denver, CO Coordinated front-of-house operations including scheduling, guest check-ins, and POS transactions in a fast-paced salon environment.

● Managed guest scheduling and check-ins using SalonBiz, improving appointment flow and reducing wait times.

● Advised clients on product selections and service options, increasing retail add-on sales.

● Maintained accurate inventory records and contributed to stock management processes.

● Created a welcoming environment that drove repeat visits and positive guest feedback. Sales Associate Journeys Kidz Jan 2014 – Jan 2016 Denver, CO Delivered customer-focused service in a retail environment, consistently meeting and exceeding sales targets.

● Guided customers through product selection with tailored recommendations, driving repeat business.

● Consistently met or exceeded monthly sales goals through attentive, relationship-based service.

● Maintained organized, visually appealing store presentation to enhance the shopping experience. EDUCATION

Diploma — General Studies

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