LiveCareer-Resume

remote customer support specialist email chat resume example with 6+ years of experience

JC J S S JS J S S JS J S S JS J S S JS J S S JS J S S JS
Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary

Six years of experience as a Remote Customer Support Representative.

Consistently exceeds expectations, scoring very high in quality and CSAT scores.

Dependable and hard working.

Ability to assess and solve any issue.
Can handle diverse customer needs efficiently in a high-volume call center environment.

Skills
  • Proficient with MS Office Suite
  • Zendesk
  • Salesforce Classic and Salesforce Lightning
  • Jira
  • Organizational strengths and ability to multitask using several systems at once.
  • High-energy attitude
  • Compiling Data
  • Complex Problem-Solving
  • Willingness to learn
  • Time Management
  • Customer de-escalation experience
Experience
02/2021 to Current Remote Customer Support Specialist Email & Chat Momentum Solar | Palm Coast, FL, Corinth, KY
  • Exceeded expectations for Quality assurance scores and customer satisfaction. Provided primary customer support to external customers. Experienced with de-escalation. Investigated technical issues using knowledge base and personal experience to complete timely resolutions. Sales. Described product highlights and benefits to help guide purchasing decisions. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Helped large volume of customers every day with positive attitude and focus on customer satisfaction. Maintained accurate and current customer account data with manual forms processing and digital information updates. Resolved concerns with products or services to help with retention and drive sales. Multitasked to handle diverse customer needs in high-volume setting, prioritizing tasks to keep up with challenging deadlines. Answered over 100 emails daily.
09/2020 to Current Remote Part-Time Client Service National Dispatch Momentum Solar | Paradise Valley, AZ, Corinth, KY
  • Managed high volume of 50-60 calls daily. Gather information from caller to locate address of their issue. De-escalate angry callers. Document every call with what caller is asking for to solve their issue. Ask probing questions to determine needs of each client and act based on each client's needs to assist them. Dispatch for assistance when needed to deliver immediate assistance to client. Give referrals to help when dispatch is not appropriate. Complete applications for enrollments for financial assistance for disaster impacted families. Assist Disaster responders on field with filling out intake forms for disaster impacted families. Assist clients with variety of different payment issues. Assess all situations and determine best course of action to resolve any and all issues presented to in best interest of client and American Red Cross. De-escalate extremely upset clients. Show empathy for every client spoken too. Worked with customers to understand needs and provide excellent service Used critical thinking to break down problems, evaluate solutions and make decisions. Assisted by troubleshooting and solving technical issues.
01/2019 to 12/2020 Remote Customer Service Agent Ancestry.com Operations Inc. | City, STATE, Corinth, KY
  • Managed high volume of 70-90 calls per day. Investigated technical issues using knowledge base and personal experience to complete timely resolutions. Sales and De-escalate angry callers. Cultivated impactful relationships with customers and drove business development by delivering product knowledge. Upselling. Delivered fast, friendly and knowledgeable service for routine questions and service complaints. Informed customers about billing procedures, processed payments and provided payment option setup assistance. Prepared, completed and processed customer account forms and database changes. Evaluated customer account information to assess current issues and determine potential solutions. Expressed appreciation for patronage, inviting and encouraging customer return visits. Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations. Achieved high quality marks on quality assurance evaluations. Responded to website and email inquiries within one business day to maintain customer satisfaction and generate positive reviews. Assisted other agents in Chat with support.
01/2017 to 01/2019 Remote Customer Service Agent CHSA AND COBRA | City, STATE, Corinth, Kentucky
  • Managed over 50 calls daily. Assisted with Chat Support. Delivered high level of service to clients in effort to build upon relationships for future. De-escalate angry callers. Achieved high quality marks on quality assurance evaluations. Answered phone with positive attitude and asked questions to better understand customer needs. Resolved issues swiftly through meticulous research and quick decision making. Identified needs through phone-based customer inquiries. Communicated general company information to inquiring customers in professional and pleasant manner to project positive company image. Applied HIPAA Privacy and Security Regulations while handling patient information. Managed benefit contract pricing, processing, policies and procedures. Effectively coordinated all communications between patients, billing personnel and insurance carriers. Performed with precision by entering data accurately and researching to resolve questions. Achieved high customer satisfaction scores by de-escalating complaints quickly. Documented conversations with customers to track requests, problems and solutions. Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
Education and Training
Expected in 05/1988 to to High School Diploma | NILES WEST, Skokie, Illinois GPA:

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Your data is safe with us

Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.

Resume Overview

School Attended

  • NILES WEST

Job Titles Held:

  • Remote Customer Support Specialist Email & Chat
  • Remote Part-Time Client Service National Dispatch
  • Remote Customer Service Agent
  • Remote Customer Service Agent

Degrees

  • High School Diploma

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in:As seen in: