Remote Customer Support / Service Operations Specialist - SAIC / U.S. Department of Health and Human Services (HHS) - Remote / Federal Environment
(2024-01 - 2026-01)
- Supported remote users through live chat, digital messaging, email, and service tickets, responding promptly and using clear, respectful language.
- Handled incoming questions about accounts, access, services, and technical issues; clarified the request, provided step-by-step guidance, and confirmed the user could move forward.
- Managed multiple conversations and requests independently, prioritized urgent needs, maintained accurate case notes, and kept users informed through resolution.
- Followed approved scripts, knowledge articles, checklists, privacy rules, and escalation procedures while adapting responses to each user's level of understanding.
- Documented recurring questions and practical solutions for knowledge-base articles, response templates, and support handoffs.
- Worked effectively in a fully remote environment with dependable availability, organized follow-up, and clear communication across distributed support teams.
Customer Support and Service Operations Specialist - Bank of America - Addison, TX
(2023-01 - 2024-01)
- Responded to customer and employee inquiries through chat, email, phone, and ticket queues while maintaining a calm, customer-first approach.
- Asked focused questions, reviewed account and service details, explained solutions in plain language, and confirmed customer understanding before closing requests.
- Tracked open issues, follow-ups, and escalations in ServiceNow; provided timely status updates and coordinated with specialized teams when additional assistance was required.
- Balanced multiple active requests in a fast-moving environment while maintaining written accuracy, privacy, and consistent response quality.
- Used documented procedures, knowledge articles, and troubleshooting steps to deliver repeatable support and reduce unnecessary customer effort.
Customer Care / Service Desk Specialist - BNY Mellon - New York, NY
(2021-01 - 2023-01)
- Provided high-volume digital customer support in a large enterprise environment through chat, email, self-service, and ticketing channels.
- Resolved routine service, account, access, and application questions and routed complex issues with complete notes, relevant context, and clear next steps.
- Maintained ownership of customer requests from initial contact through follow-up, escalation, confirmation, and closure.
- Communicated with customers from varied technical backgrounds using patient, concise explanations and a helpful, professional tone.
- Reviewed support trends and recurring questions to improve FAQs, response templates, knowledge content, and team handoffs.
Customer Support Specialist - Scripps Health - San Diego, CA
(2018-01 - 2021-01)
- Assisted customers and staff through live chat, email, and service requests in a privacy-sensitive healthcare environment.
- Listened carefully, gathered the necessary details, provided guided solutions, and escalated urgent or specialized issues without losing customer context.
- Documented each interaction, action taken, customer response, and next step so requests could be followed smoothly across shifts and teams.
- Used approved instructions and knowledge resources to answer questions consistently while protecting confidential information.
- Supported remote users with account, access, application, and general service questions and maintained a reassuring experience during stressful situations.
Customer Service / Technical Support Specialist - Tech Data - Clearwater, FL
(2015-01 - 2018-01)
- Handled website chat, social-media messages, email, and support requests from existing customers and prospective customers.
- Answered product, service, order, account, and basic sales questions; shared accurate information and guided customers to the appropriate next step.
- Resolved common issues using provided procedures, troubleshooting guides, and knowledge articles and escalated requests that required specialized assistance.
- Managed several conversations and follow-ups at once while maintaining response quality, organized notes, and professional written communication.
- Created and updated FAQs, response templates, training notes, and support materials based on recurring customer questions.
Customer Support Associate - SunTrust Bank - Atlanta, GA
(2013-01 - 2014-01)
- Responded to customer and internal-user questions through email, messaging, and service-ticket channels in a regulated banking environment.
- Verified details, followed documented steps, explained available solutions, and escalated account or service issues according to established procedures.
- Recorded accurate interaction notes, maintained follow-up commitments, and supported a smooth handoff between customers and specialized teams.
Customer Service / Support Representative - J.B. Hunt - Lowell, AR
(2010-01 - 2013-01)
- Assisted customers and users with service, account, access, and general support questions through phone, email, messaging, and ticket queues.
- Provided clear step-by-step help, checked that the issue was resolved, and documented results for future reference and team visibility.
- Worked independently across assigned schedules, followed instructions closely, and maintained dependable, courteous service during high-volume periods.
