Customer Support Specialist - Intouch - Las Vegas, NV
(2025-01 - 2026-02)
- Resolved high-priority customer tickets in Zendesk while communicating clear next steps to frustrated users.
- Managed escalation handoffs between support and engineering, maintaining ticket context and timelines.
- Triaged incoming Zendesk tickets, categorized issues, and routed 90% of tickets to correct queues.
- Diagnosed customer-reported issues using Salesforce case history to shorten resolution paths.
- Led customer onboarding checkpoints, walked new users through features, and decreased initial confusion.
Member Service Representative - Sitel - Las Vegas, NV
(2022-08 - 2025-01)
- Processed new account applications in Salesforce, validated documents and reduced setup errors
- Answered high-volume inbound member calls in Zendesk, resolved billing questions in single contacts
- Coordinated with fraud team via Jira Service Desk to investigate suspicious account activity promptly
- Updated member contact records daily in CRM, improving outreach accuracy for retention campaigns.
- Prepared weekly service-ticket reports from Jira Service Desk, highlighted recurring issues for product team review.
- Created a checklist for complex service requests, cutting processing errors and clarifying next steps for agents.
- Reviewed account notes and corrected membership statuses in Salesforce to prevent billing duplicate charges.
- Investigated recurring service failures using call logs and error codes, then reported defect trends to product owners.
- Resolved tier-2 member escalations by coordinating with technical teams and reducing repeat calls.
Member Service Representative - TTEC - Las Vegas, NV
(2021-01 - 2023-01)
- Updated member contact records daily in CRM, improving outreach accuracy for retention campaigns.
- Prepared weekly service-ticket reports from Jira Service Desk, highlighted recurring issues for product team review.
- Created a checklist for complex service requests, cutting processing errors and clarifying next steps for agents.
- Reviewed account notes and corrected membership statuses in Salesforce to prevent billing duplicate charges.
- Investigated recurring service failures using call logs and error codes, then reported defect trends to product owners.
- Resolved tier-2 member escalations by coordinating with technical teams and reducing repeat calls.
Customer Support Specialist - Star crest of California - Perris, CA
(2017-01 - 2020-03)
- Validated account change requests against ID documents and fraud flags to prevent unauthorized access.
- Resolved 50+ weekly customer inquiries via Zendesk, closing tickets within agreed SLA windows.
- Tracked common complaint trends in Jira Service Desk and proposed three product fixes to engineering.
- Processed complex billing disputes, recovering deferred revenue while preserving customer relationships.
- Handled escalated customer disputes through phone and email, retaining accounts and logging outcomes.
Customer Support Specialist - Signature Group - San Bernardino, CA
(2007-05 - 2010-03)
Retail / Direct Sales
- Handled high-volume inbound calls while logging outcomes in Zendesk to maintain response consistency.
- Escalated high-severity incidents with detailed impact summaries to incident managers for rapid mitigation.
- Customized workaround guidance for frustrated customers, restoring service functionality and customer confidence.
- Resolved complex billing disputes by researching account histories in Salesforce and issuing corrections.
