Arlene Sosa

Customer Support Specialist

Talent

Warwick, RIMember since May 22, 2026

Inbound call and chat supportCase documentation & CRM navigationMulti-system navigationIdentity verification & sensitive data handlingIssue resolution & follow-upRemote work organization & time managementIdentity verification & data privacy complianceData entry accuracy

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Inbound call and chat supportCase documentation & CRM navigationMulti-system navigationIdentity verification & sensitive data handlingIssue resolution & follow-up

About

Customer Support Specialist with 3+ years of experience providing chat, email, and phone support. Skilled in navigating multiple systems, troubleshooting technical issues, and handling sensitive customer information. Adept at managing high-volume interactions while maintaining professionalism, clear communication, and timely resolution. Committed to delivering excellent customer experiences in fully remote environments.

Experience

CONTACT CENTER SPECIALIST - Citizens Bank - Remote

(2025-01 - 2025-09)

Managed 60–80 customer interactions daily via phone and chat, resolving account and technical issues with a 95% customer satisfaction rate.
Achieved 90% first-contact resolution while documenting all cases in CRM and completing internal follow-ups on time.
Handled sensitive financial and personal information while adhering to strict compliance and identity verification protocols.
Recognized for exceeding quality assurance benchmarks and call efficiency targets.

CUSTOMER SPECIALIST - Home Depot - Providence, RI

(2023-11 - 2025-01)

Processed 40+ online orders, returns, and customer inquiries daily, maintaining a 98% accuracy rate.
Documented all email and in-store interactions in internal systems to ensure timely follow-ups and issue resolution.
Tracked and closed customer requests efficiently, contributing to high team productivity and customer satisfaction.
Supported operational improvements by identifying workflow gaps and recommending solutions.

RETAIL SALES ASSOCIATE - Macy - Providence, RI

(2022-10 - 2023-10)

Assisted 30+ customers per shift with product selection, purchases, and returns, contributing to exceeding daily sales goals by 10–15%.
Maintained accurate records of email and in-person communications to ensure proper follow-ups and order accuracy.
Documented interactions to enable seamless team collaboration and consistent customer service.
Supported merchandising and inventory management, maintaining 100% pricing accuracy and organized displays during promotional periods.