Remote Customer Service Representative

HOWARD YOUNG

*** ******** ***** **** ***** +1-876-***-**** **************@*****.***

linkedin.com/in/howardyoung

PROFESSIONAL SUMMARY

Performance-driven Customer Support Professional with 10 years of combined call center and remote experience maintaining high-volume customer accounts, resolving complex inquiries, and driving elevated Customer Satisfaction (CSAT) scores. Proven track record of managing omnichannel support (phone, email, chat) using industry-standard CRM tools. Self-motivated, disciplined, and adept at managing multi-screen workflows in autonomous remote environments. CORE COMPETENCIES

● Support Channels: Inbound/Outbound Telephony, Omnichannel Ticket Handling, Live Chat, Email Support

● Performance Metrics: First Contact Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), SLAs

● Tools & Systems: CRM Software (Zendesk, Salesforce, Freshdesk), VoIP Platforms, MS Office Suite (Excel, Word), Google Workspace

● Technical & Soft Skills: De-escalation & Conflict Resolution, Data Entry, Active Listening, Multi-Screen Navigation

PROFESSIONAL EXPERIENCE

Customer Service Representative

Arise — Remote August 2021 – Present

● Delivered high-volume omnichannel customer support (phone, chat, email) across multi-client environments, maintaining a 95%+ CSAT rating.

● Diagnosed complex customer inquiries, billing questions, and service issues using CRM software (Salesforce / Zendesk), achieving a 90%+ First Contact Resolution (FCR) rate.

● Managed independent remote operations while adhering strictly to client-specific protocols, security standards, and Service Level Agreements (SLAs).

● Navigated 4+ internal applications and databases simultaneously to input precise interaction records and account notes.

Customer Service Representative

Advantage Communications Inc. — Clarendon, Jamaica July 2016 – July 2021

● Handled 70+ inbound customer interactions daily in a fast-paced call center environment while consistently meeting target Average Handle Times (AHT).

● Successfully de-escalated challenging customer complaints using empathetic communication and structured problem-solving.

● Collaborated with Quality Assurance (QA) and Team Leads to review performance logs, consistently scoring above target on monthly internal audits.

● Trained incoming team members on internal software systems, call flows, and customer communication etiquette.

EDUCATION

B.Ed. Industrial Construction (In Progress)

University of Technology, Jamaica

High School Diploma

Denbigh High School, Clarendon, Jamaica

Contact this candidate