Remote Customer Support & Compliance VA

Christina Kelley – Sleeper Customer Success

Resume Tailoring Guide

Updated Professional Summary

Customer Success and Support Professional with 6+ years of experience delivering exceptional customer experiences in highly regulated financial and banking environments. Skilled in resolving complex customer issues, account investigations, compliance reviews, transaction verification, and cross-functional collaboration. Proven ability to manage high-volume customer interactions while maintaining accuracy, empathy, and professionalism. Experienced supporting customers through phone, email, and account-related inquiries while identifying root causes, escalating issues, and improving customer satisfaction.

Updated Core Competencies

• Customer Success & Customer Support

• Email, Chat & Phone Support

• Account Investigation & Resolution

• Fraud Detection & Risk Review

• Customer Escalation Management

• Regulatory Compliance

• Transaction Verification

• Customer Retention

• Cross-Functional Collaboration

• Problem Solving & Troubleshooting

• CRM & Customer Management Systems

• Process Improvement

• Conflict Resolution

• Remote Work Environment

• Documentation Review & Quality Assurance

Recommended Experience Updates

U.S. Bank – Prepaid Card Banking Customer Service Representative

• Assisted customers with account inquiries, transaction disputes, and account maintenance while maintaining exceptional service standards.

• Resolved complex customer issues through active listening, investigation, and problem-solving techniques.

• Conducted account verification and reviewed transactions to ensure compliance and fraud prevention.

• Collaborated with internal departments to resolve escalated customer concerns efficiently.

• Maintained high customer satisfaction scores in a fast-paced, high-volume environment. Freedom Mortgage – Customer Advocate / Mortgage Loan Processor

• Served as a primary point of contact for borrowers, providing timely updates and resolving concerns throughout the loan process.

• Investigated documentation and account-related issues to identify root causes and ensure successful resolutions.

• Partnered with underwriting, operations, and compliance teams to improve customer outcomes.

• Managed multiple customer cases simultaneously while maintaining service-level expectations. Technical Skills

• Microsoft Office Suite

• Encompass

• Empower

• CRM Platforms

• Email Ticketing Systems

• Customer Account Management

• Data Entry & Documentation Review

• Fraud Prevention Procedures

• Remote Collaboration Tools

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