Available to hire
I’m a dedicated CX support specialist with a degree in Information Technology. I bring a unique blend of skills and experience to the table, with extensive roles in data analytics and business process services where I honed my analytical abilities and attention to detail.
Additionally, my marketing background has equipped me with the expertise to derive actionable insights and optimize processes. I’m passionate about delivering exceptional service, solving complex issues efficiently, and leveraging data-driven strategies to enhance customer satisfaction and drive business success.
Experience Level
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Language
English
Fluent
Work Experience
Customer Service Representative (Remote) at Amazon
December 31, 2021 - September 7, 2025Managed the escalation lifecycle for all CS tools and services used by the CS organization. Supported CS Tools user access inquiries and policy management. Provided IT implementation support for BPO CS site launches/closures, tool access and testing, allowlist change management, and research support. Communicated customer-reported issues internally, triaged them to the appropriate teams, and documented recurring issues to support product quality programs. Drove improvements to customer experience in line with CX strategy. Recorded customer and employee queries, reviewed call logs to identify trends, and used a ticketing system to create and prioritize requests. Assisted users via phone, email, chat, or social media and identified operational inefficiencies in collaboration with leadership. Followed up with leads and stayed aligned with brand pipelines; addressed and resolved customer complaints professionally to maintain satisfaction and loyalty.
Customer Service Representative (Remote) at Apple
December 31, 2022 - September 7, 2025Supported customers having Apple hardware or software issues with care and empathy, troubleshooting and resolving service concerns using Apple tools. Worked with team leads to identify recurring repair problems and relay feedback to product teams. Provided ownership opportunities, product/service recommendations, and education on relevant purchase options. Contributed to an inclusive, curious workplace by respecting differences and helping customers achieve their goals.
Tools Support Specialist (Remote) at Apple
December 31, 2025 - September 7, 2025Remote role supporting customer service tools; performed testing, access management, and change control for tool allowlists. Researched IT issues affecting agents and tooling; documented issues and coordinated with teams to implement improvements. Maintained high-quality customer experiences by ensuring tool reliability and clear communication with stakeholders.
Support Customer Service Rep (Remote) at Amazon
January 1, 2021 - September 7, 2025Managed the escalation lifecycle for technical issues affecting CS tools and services. Provided IT implementation support for BPO CS site launches/closures, tool access, testing, and research support. Communicated customer-reported issues internally and triaged them to the correct teams. Documented recurring issues to support product quality programs and to maintain agent resources. Drove projects that systematically improved customer experience in alignment with CX strategy. Supported end-to-end sales cycles for brand subscriptions to achieve revenue objectives. Recorded customer and employee queries; reviewed call logs to identify trends and issues. Used a ticketing system to create, prioritize, and document requests. Assisted users via phone, email, chat, or social media. Identified customer trends and operational inefficiencies, collaborating with leadership on improvements.
Customer Service Tools Support Specialist (Remote) at Amazon
January 1, 2021 - September 7, 2025Provided CS tools support, including user access inquiries, group policy management, and research support. Assisted CS Operations teams with IT implementation for site launches/closures, tool access, testing, and allowlist changes. Communicated customer issues internally and triaged them to the appropriate teams. Documented recurring issues to support product quality programs and agent resources. Drove CX improvement initiatives, tracked trends, and collaborated with leadership to optimize processes.
Customer Service Representative (Remote) at Panera Bread
January 1, 2022 - September 7, 2025Delivered friendly, responsive customer service; addressed inquiries and resolved issues to ensure a positive experience. Collaborated with team to maintain smooth store operations and digital content delivery. Used CRM and ticketing tools to track requests and follow up, contributing to process improvements that enhanced customer satisfaction.
Customer Service Representative at Apple
January 1, 2025 - September 7, 2025Supported customers having Apple product or software issues with care and empathy, using all tools and resources provided by Apple. Troubleshot, diagnosed, and resolved service concerns for Apple hardware and software. Worked with team leaders to identify recurring repair problems and provide feedback to Apple. Provided excellent service by understanding customer needs, taking ownership, presenting product and service recommendations, and educating customers on purchasing options. Promoted an inclusive environment by respecting differences and staying curious.
Education
Bachelor's Degree in Sociology at Kennesaw State University
January 1, 2018 - January 1, 2022High School Diploma at North Farmington High School
January 1, 2014 - January 1, 2018Bachelor's Degree in Sociology at Kennesaw State University
January 1, 2018 - January 1, 2022High School Diploma at North Farmington High School
January 1, 2014 - January 1, 2018Qualifications
Industry Experience
Professional Services, Software & Internet, Media & Entertainment, Retail, Education
Experience Level
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
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