Customer Support Representative - Technical Support

JERRICA CARTER

Customer Service Representative Customer Support Specialist

Atlanta, GA • 470-***-**** • ****************@*****.***

linkedin.com/in/jerrica-carter-76087a11

PROFESSIONAL SUMMARY

Customer-focused professional with 10+ years of experience delivering exceptional support in call center, customer care, and technical support environments. Proven success resolving complex customer concerns, exceeding CSAT goals, managing high-volume interactions, and building lasting customer relationships.

CORE COMPETENCIES

Customer Service • Customer Care • Call Center • Inbound Calls • CRM • ServiceNow • Zendesk • Active Listening • Conflict Resolution • Account Management • Data Entry • Microsoft Office • Email & Chat Support • Customer Retention • Problem Solving

PROFESSIONAL EXPERIENCE

Innover Inc. Technical Customer Support Aug 2024–Present

Exceeded CSAT goals through prompt, empathetic service.

Managed customer accounts in ServiceNow.

Resolved internet, device, and account issues while documenting all interactions.

Collaborated with cross-functional teams and helped develop SOPs.

Yoh Service Coordinator Mar 2021–Jun 2022

Provided customer support via email and live chat.

Managed Zendesk cases and ensured timely follow-up.

Arise Customer Service Representative Mar 2020–Mar 2021

Supported Home Depot customers with orders, deliveries, and returns.

Resolved escalated concerns while maintaining positive customer experiences.

Earlier Customer Service & Technical Support Roles 2006–2020

Delivered phone, chat, and email support across multiple industries.

Maintained accurate CRM records and consistently met quality metrics.

EDUCATION

Associate of Science, Computer Network Engineering Technology

Keiser College

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