Technical Support Representative - Gatestone & Co
(2023-11)
- Resolved 45+ technical tickets per day with a 92% first-contact resolution rate by applying structured troubleshooting across phone, email, and chat.
- Managed 70+ inbound calls per shift while sustaining 95% SLA adherence by prioritizing queues and documenting outcomes in ticketing systems.
- Improved customer satisfaction by 8% by clarifying root causes and delivering step-by-step guidance using Microsoft 365 and Google Workspace workflows.
- De-escalated 20+ escalations per week and reduced repeat contacts by 12% by setting expectations, coordinating handoffs, and confirming resolution before closure.
Customer Support Representative - Amazon
(2023-01 - 2023-09)
- Handled 60+ customer contacts per day across phone, email, and chat while maintaining 93% quality scores by following standard operating procedures and escalation paths.
- Resolved 150+ order, billing, and account cases weekly and improved retention by 6% by using internal CRM systems to identify and address customer pain points.
- Accelerated complaint resolution by 18% by triaging issues effectively and applying de-escalation techniques to reach timely outcomes.
- Documented 100% of interactions and next steps to reduce follow-up errors by 10% by using consistent case notes and closure codes in CRM tools.
Technical Associate - Sears Holding
(2019-05 - 2021-12)
- Collaborated with a cross-functional team of 8 to deliver a large-scale Checkout project with 5+ API integrations by coordinating requirements, testing scope, and release readiness.
- Developed and tested application components and improved defect discovery by 20% by using Eclipse, Spring Tool Suite, Postman, and SoapUI for API and web service validation.
- Executed 120+ system-level test cases per release and reduced production issues by 15% by debugging failures and verifying fixes with regression testing.
- Streamlined defect triage turnaround by 25% by logging reproducible issues with clear steps, evidence, and severity in Jira Service Management.
