Remote Support & Documentation Specialist

Krista Gibson

****************@*****.*** 518-***-**** New york state She/her

Profile

Remote Support & Documentation Specialist Email, Chat, CRM Expert Phone & Non Phone Communication Detail oriented professional with 5+ years of experience in customer service, account management, and administrative coordination. Skilled in both phone and non phone support, with a strong preference for written communication and documentation roles. Proficient in CRM platforms (Zendesk, Salesforce), ticket triage, and compliance documentation. Known for delivering measurable results — including 95% first contact resolution — while working independently in fast paced virtual environments. Trusted with sensitive data and recognized for proactive problem solving and staff training.

Detail oriented professional with 5+ years of experience in customer service, account management, and administrative coordination. Skilled in both phone and non phone support, with a strong preference for written communication and documentation roles. Proficient in CRM platforms (Zendesk, Salesforce), ticket triage, and compliance documentation. Known for delivering measurable results — including 95% first contact resolution — while working independently in fast paced virtual environments. Trusted with sensitive data and recognized for proactive problem solving and staff training.

Skills

Core skills

Non Phone Skills

- Email & Chat Support (asynchronous

communication, ticket triage, escalation

management)

- Documentation & Knowledge Base Management

(reporting, compliance records, workflow

optimization)

- CRM Platforms (Zendesk, Salesforce, ServiceNow)

- Remote Collaboration Tools (Teams, Slack, Zoom)

Phone Skills

- Customer Inquiries & Complaint Resolution

- Staff Training & Development (onboarding, process documentation)

- Microsoft Office & Google Workspace Proficiency

- Active Listening & Clear Verbal Communication

Extra skills

Experienced in virtual collaboration tools (Teams, Zoom, Slack).

Skilled in written communication for email/chat

support.

Strong documentation and reporting background.

Proven ability to work independently and manage

multiple priorities.

Professional Experience

Customer support specialist, Sutherland Global Services remote Resolved customer inquiries via CRM updates, email, and ticketing systems, achieving 95% first contact resolution.

December 2022 –

Present

Remote

Documented customer issues and escalations in detail for cross department resolution.

Maintained compliance records and updated account information with high accuracy. Built customer loyalty through proactive communication and problem solving. Collaborated with team members in virtual meetings to stay updated on product changes.

Swcc agent, Maximus

Provided administrative support for government programs, ensuring accurate documentation and compliance.

October 2020 –

November 2022

Remote

Assisted customers via email and system updates, reducing call escalations. Managed sensitive data with confidentiality and precision. Food Service & Training Coordinator, Whiston Culinary Managed payroll updates and employee scheduling.

September 2019 –

September 2020

Troy

Ensured compliance with sanitation and safety standards. Lead Housekeeper / Crew Supervisor, Compass Group

Supervised 4–6 staff members, assigning tasks and monitoring performance. July 2018 –

September 2019

Watervliet

Developed and implemented detailed housekeeping standards. Managed inventory and procurement of supplies.

Documented schedules, shift reports, and compliance records. Tax Information Assistant, Department of Taxation and Finance Trained in 15+ tax categories, cross trained in corporate and sales tax. November 2013 –

May 2018

Albany

Responded to taxpayer inquiries via email, ensuring clarity and compliance. Assisted management in developing strategies to improve operational efficiency. Trained new employees on policies and procedures.

Education

GED, Schenectady highschool April 2014 – June 2014

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