Customer Support Specialist

I am a dedicated customer support professional with hands-on experience delivering remote Tier 1 assistance in high-volume environments. I have a proven ability to support users via phone, chat, and email while resolving authentication, software, and connectivity issues accurately. I am known for maintaining strong customer satisfaction (CSAT), meeting service level agreements (SLAs), and collaborating effectively with cross-functional teams to ensure smooth service delivery.

Throughout my career, I have developed strong skills in customer service, client relations, and technical support, including troubleshooting POS and software issues. I am comfortable working with ticket escalation processes and have experience using platforms like ServiceNow to manage support cases efficiently.

In my recent role as a Customer Support Specialist at Home Depot, I delivered Tier 1 remote support, resolving 70-80% of cases while maintaining over 98% documentation accuracy. I supported 30-40 store users daily, managing communications through phone, chat, and email with an average handle time of 20 minutes.

Previously, I have worked in various contract roles including Office Assistant at Ricoh, Administrative Assistant at Alameda County Water District, and Emergency Dispatcher for the City of San Jose. These roles have strengthened my organizational, communication, and administrative skills, allowing me to manage documentation, coordinate meetings, and handle high volumes of calls and inquiries effectively.

I am continuously improving my technical knowledge, currently pursuing CompTIA A+ certification and having completed Google Cybersecurity training in 2023. I hold a Bachelor of Science degree in Human Development from California State University of East Bay, which has helped me develop a strong foundation in understanding human behavior and communication.

I am eager to leverage my customer support expertise and technical skills to contribute to a dynamic team, ensuring excellent service delivery and customer satisfaction in future roles.