Professional Summary

I bring over seven years of experience in customer service, technical support, and fraud detection across telecommunications, SaaS, and e-commerce industries. As a professional communicator, I excel in handling customer interactions via phone and email with clarity, empathy, and efficiency. My expertise includes proficiency in tools such as Salesforce, Zendesk, Shopify, DirecTV CRM RIO, Workflow Engine, and Google Workspace, enabling me to manage high-volume tasks with precision. I consistently process 300–400 daily support tickets with near-zero error rates, demonstrating my disciplined work style and attention to detail. In addition, my leadership background as a Team Lead has strengthened my ability to coordinate schedules, manage escalations, and guide technicians in resolving complex issues. Adaptable and reliable, I thrive in remote environments, maintaining proactive communication and delivering results that support operational excellence.

Key Skills

-Professional customer service via phone and email, delivering clear, empathetic, and efficient communication -Proficiency in CRM and support platforms: Salesforce, Zendesk, Shopify, DirecTV CRM RIO, Workflow Engine, and Google Workspace -Strong attention to detail, ensuring accurate records and minimizing errors in high-volume operations -Ability to manage 300–400 daily support tickets with near-zero error rates -Leadership experience as a Team Lead, coordinating schedules, managing escalations, and guiding technicians -Adaptability and reliability in remote work environments, maintaining proactive communication and consistent results

Professional Experience

RYZE Superfoods Inc. – Customer Support Specialist -Manage 300–400 daily support tickets across Salesforce, Zendesk, and Shopify with near-zero error rates -Specialize in fraud detection, refund processing, and customer account resolution -Maintain accurate records and ensure compliance with company policies DirecTV (AT&T U-verse Systems) – Technical Support Specialist / Team Lead -Coordinated technician dispatches using CRM RIO and Workflow Engine -Handled escalations, guided customers through advanced troubleshooting, and ensured timely resolution -Led a team, managed schedules, and coached agents to improve performance and customer satisfaction T-Mobile – Customer Service Representative -Delivered professional support via phone and email, resolving billing, account, and technical inquiries -Built strong customer relationships through clear communication and proactive problem-solving Concentrix CVG Inc. / Alorica Clark – Call Center Specialist -Provided inbound and outbound customer support in high-volume environments -Developed strong skills in active listening, empathy, and conflict resolution