# Customer Support Agent/ Customer Service Specialist Location[United States](https://jobicy.com/resume-region/united-states.md)Rate, USD $29 / hourWork schedule Full Time, Links—Language skills EnglishAvailable for Hire Yes [Hire me](#resume-dialog) Save Log in to save ## About me I am a Customer Service Specialist with over 10 years of experience delivering exceptional service across multiple channels is seeking a remote Customer Support role to utilize my strong interpersonal skills, excellent time management, and problem-solving abilities. Proven track record as a Remote/Hybrid/On-site Customer Service Specialist, achieving a 95% satisfaction rate while managing service requests and resolving complex issues. Proficient in CRM platforms (Siebel CRM, PeopleSoft) and remote collaboration tools (Microsoft Teams, Zoom). Adept at troubleshooting technical issues and enhancing user experience. Passionate about leveraging problem-solving skills and organizational expertise to excel in remote-first environment. ## Professional area ### [Customer Support](https://jobicy.com/resume-category/supporting.md) ## Skills ### [Active Listening](https://jobicy.com/resume-skill/active-listening.md)[Adaptability](https://jobicy.com/resume-skill/adaptability.md)[Chat and Email Support](https://jobicy.com/resume-skill/chat-and-email-support.md)[Communication skills](https://jobicy.com/resume-skill/communication-skills.md)[CRM](https://jobicy.com/resume-skill/crm.md)[Customer Care](https://jobicy.com/resume-skill/customer-care.md)[Customer Service](https://jobicy.com/resume-skill/customer-service.md)[Customer Success](https://jobicy.com/resume-skill/customer-success.md)[Customer Support](https://jobicy.com/resume-skill/customer-support.md)[Data Entry](https://jobicy.com/resume-skill/data-entry.md)[Flexible](https://jobicy.com/resume-skill/flexible.md)[Microsoft Office](https://jobicy.com/resume-skill/microsoft-office.md)[Organized](https://jobicy.com/resume-skill/organized.md)[Reliable](https://jobicy.com/resume-skill/reliable.md)[SaaS](https://jobicy.com/resume-skill/saas.md)[Typing](https://jobicy.com/resume-skill/typing.md)[Zoom](https://jobicy.com/resume-skill/zoom.md) ## Education 09/2009-03/2011 Liberal Arts, Associates @ Bard College ## Experience 06/2024 to 11/2024 Operations Analyst HR Operations -Employment @ Metropolitan Transportation Authority - New York, NY (In-Office) · Onboarding Orchestrator responsible for the commencement of onboarding for new hires, transfers and promotions using Jobvite software · Reviewed employment forms and documents for completeness and accuracy · Processed New Hire I-9 forms and utilized E-Verify to confirm new hires’ work eligibility in the U.S · Responded to inquiries via email, chat, or phone, ensuring high level of customer satisfaction · Utilized Siebel CRM to log and track customer inquiries and resolutions · Reviewed biographical information in PeopleSoft to confirm accuracy and updated new hire data or driver’s license information · Supported New Hire Orientation preparation, enhancing the onboarding experience 01/2018 to 06/2024 Customer Service Specialist/Knowledge Management Administrator @ Metropolitan Transportation Authority - New York, NY · Level 1 Customer Service Specialist responsible for interacting with MTA Employees, Retirees and Vendors at the Metropolitan Transportation Authority’s Business Service Center · Resolved 95% of service requests via phone, email and chat both onsite and remotely using the Siebel CRM, ensuring a high user satisfaction rate · Supported employee inquiries as it relates to various Human Resources subject matter areas (Benefits, Payroll, Employment, Pensions, Deferred Compensation.) · Collaborated with Senior Operations Specialists using Microsoft Teams (remote and on-site) to assist with service request resolutions. · Provided basic technical support via phone, email and chat for minor system errors and escalated unresolved issues to the appropriate IT team · Assisted customers with self-service options using the company’s Knowledge Management system, empowering them to resolve issues independently · Identified, interpreted, analyzed and researched issues and seek resolutions to meet customer expectations · Reviewed documents submitted by employees, retirees and vendors for accuracy before submission for processing · Support vendor inquiries surrounding Invoicing and Vendor Data Maintenance and Payments · Utilized the PeopleSoft Application to review and update customer account data information · Developed and maintained 500+knowledge base Articles and FAQs to assist remote-first and hybrid customer service representatives reducing escalations 06/2014 to 01/2018 Call Center Specialist @ King Teleservices-NYC 311 Brooklyn, NY · Managed high-volume inbound calls with professionalism and courtesy · Provide accurate information on city services as parking regulation and sanitation schedules · Handled complaint and service request, such as broken sidewalk, noise issues and illegal parking · Completed service requests and escalated complex issues as needed to the appropriate City Agency using the Siebel Service Request Management Application ## Recommend this talent ## Related resumes * [![Photo](https://jobicy.com/react/themes/app/images/candidate.png) Operations CoordinatorUnited StatesI am an operations, administrative, procurement, and customer service professional with experience supporting multi-site environments and fast-paced service teams. 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