Technical Support & Roadside Dispatch Specialist

Shaytronda Netter

318-***-**** ************@*****.***

PROFESSIONAL SUMMARY

Highly motivated Technical Support, Roadside Assistance, and Auto Insurance Customer Service Professional with over 8 years of experience supporting customers in high-volume remote call center environments. Demonstrated expertise in technical troubleshooting, emergency roadside coordination, and insurance policy support while consistently exceeding quality, productivity, and customer satisfaction KPIs. Known for strong communication, multitasking ability, and dedication to delivering excellent customer experiences.

CORE COMPETENCIES

Technical Troubleshooting Roadside Dispatch Support Auto Insurance Policies & Claims CRM & Ticketing Systems Multisystem Navigation First Call Resolution Call Quality & Compliance KPI Performance Customer De-escalation Remote Productivity Documentation Accuracy HIPAA & PCI Compliance PROFESSIONAL EXPERIENCE

Technical Support Specialist – Everise (Remote)

March 2022 – January 2026

- Provided advanced technical support for mobile devices, applications, connectivity, and account access.

- Diagnosed hardware and software issues using structured troubleshooting methodologies.

- Guided customers through step-by-step resolutions while maintaining patience and clarity.

- Documented detailed case notes in Salesforce CRM and ticketing platforms.

- Escalated unresolved technical cases following company protocols.

- Educated customers on device usage and preventative maintenance.

- Maintained strict compliance with HIPAA, PCI, and data privacy policies. KPI PERFORMANCE:

- Quality Assurance Scores: 95–100%

- First Call Resolution: 88%+

- Average Handle Time: Consistently within target

- Attendance & Adherence: 98%

- Customer Satisfaction: 4.7/5 average

Roadside Assistance Dispatcher / Support Agent – Agero (Remote) July 2019 – February 2022

- Assisted stranded motorists with towing, jump starts, flat tires, fuel delivery, and lockouts.

- Verified membership eligibility and coverage details.

- Dispatched service providers using GPS dispatch systems.

- Communicated ETAs and updates to customers and service vendors.

- Managed emergency situations with calm, empathetic communication.

- Ensured accurate documentation of service outcomes and call details.

- Followed safety and escalation procedures for high-risk roadside situations. KPI PERFORMANCE:

- Dispatch Accuracy: 99%

- Case Resolution Rate: 97%

- Average Speed of Answer: Within SLA

- Customer Satisfaction: 4.8/5

- Call Quality: 96%

Auto Insurance Customer Service Representative – GEICO (Remote) January 2017 – June 2019

- Assisted customers with auto insurance policies, billing, payments, endorsements, and cancellations.

- Explained coverage options, deductibles, and policy terms in clear language.

- Processed reinstatements, address changes, and vehicle updates accurately.

- Supported claims intake and routed cases to adjusters when required.

- Navigated multiple insurance systems simultaneously to resolve issues efficiently.

- Maintained compliance with state insurance regulations and privacy standards. KPI PERFORMANCE:

- Policy Accuracy Rate: 99%

- Quality Assurance Scores: 95%+

- Retention Performance: Above team average

- Customer Satisfaction: 4.6/5

TECHNICAL SYSTEMS

Salesforce CRM Zendesk ServiceNow Dispatch Management Systems Insurance Policy Platforms Microsoft Office Suite VoIP Phone Systems Knowledge Base Platforms Ticketing & Case Management Tools PROFESSIONAL STRENGTHS

Strong multitasking ability

Excellent verbal and written communication

Detail-oriented documentation

Problem-solving mindset

Calm under pressure

Dependable remote work performance

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