Remote Customer Support Specialist

LAKESHA DOWNEY

Columbia, KY 270-***-**** ************@*****.***

REMOTE CUSTOMER SUPPORT SPECIALIST

PROFESSIONAL SUMMARY

Experienced customer support professional with a strong background in assisting customers, resolving complex issues, troubleshooting problems, and delivering high-quality service in fast-paced environments. Skilled in phone, email, and digital customer support, ticket management, documentation, and customer relationship management. Tech-savvy with experience using Zendesk and support platforms to track customer requests and provide timely resolutions. Recognized for strong communication, attention to detail, adaptability, and the ability to work independently while meeting performance goals.

CORE COMPETENCIES

- Remote Customer Service

- Customer Experience & Member Support

- Technical Support & Troubleshooting

- Zendesk Ticketing System

- CRM & Customer Management Tools

- Healthcare / Insurance Customer Support

- Account Support & Issue Resolution

- Phone, Email & Chat Support

- Documentation & Data Accuracy

- De-escalation & Conflict Resolution

- Quality Assurance Standards

- KPI & Performance Goal Achievement

- Problem Solving

- Fast-Paced Call Center Environments

- Microsoft Office & Computer Systems

PROFESSIONAL EXPERIENCE

Customer Support Representative

- Provided exceptional customer service by assisting customers with questions, account concerns, service issues, and product-related needs.

- Managed customer interactions through phone and digital communication channels while maintaining professionalism and empathy.

- Used Zendesk and customer support tools to document conversations, create tickets, track resolutions, and maintain accurate records.

- Troubleshot customer issues by identifying problems, researching solutions, and providing clear step-by-step guidance.

- Resolved customer concerns efficiently while improving customer satisfaction and retention.

- Followed company procedures, privacy guidelines, and quality standards when handling customer information.

- Balanced multiple priorities while maintaining accuracy and meeting productivity expectations.

Sales & Customer Relations Experience

- Supported customers through the decision-making process by identifying needs and recommending appropriate solutions.

- Worked toward sales goals, customer satisfaction targets, and performance metrics.

- Handled customer objections professionally and used problem-solving skills to achieve positive outcomes.

- Built trust and long-term customer relationships through excellent communication and follow-through.

TECHNICAL SKILLS

- Zendesk

- CRM Systems

- Customer Ticket Management

- Data Entry Systems

- Email & Chat Platforms

- Video Conferencing Tools

- Online Research & Troubleshooting

- Microsoft Office Applications

EDUCATION

Somerset Community College — Somerset, KY

Coursework in Criminal Justice 01/2022

Adair County High School — Columbia, KY

High School Diploma May 2001

ADDITIONAL STRENGTHS

- Reliable remote worker with strong self-management skills

- Quick learner who adapts easily to new technology and processes

- Strong written and verbal communication

- Detail-oriented with excellent follow-through

- Customer-focused approach with a commitment to positive experiences

Contact this candidate