![Toni Ann Phillips](https://jobicy.com/react/themes/app/images/avatar.jpg) Toni Ann Phillips # Customer Support Specialist Open to offers · Member since 16 Jul 2026 [Message](https://jobicy.com/dashboard-page.md) ShareLocationMontego Bay, JamaicaDesired salaryUnspecifiedWork preferenceRemote Only / Full TimeExperience levelMid * [Overview](#overview) * [Portfolio 0](#portfolio) * [Services 0](#services) ## About Professional summaryI am a customer support specialist with 5+ years of experience delivering high-quality service across email, chat, and phone channels. I have worked in remote environments supporting customers with account management, billing, subscriptions, retention, and technical troubleshooting. My background includes SaaS platforms and CRM tools such as Zendesk, Kustomer, Gorgias, Five9, and Salesforce. I am known for communicating complex information clearly, building trust with customers, and providing empathetic, professional support in fast-paced settings. I focus on resolving issues efficiently while maintaining a positive customer experience. My experience includes supporting customers at Rockstar Games, STARZ, Ryze Superfoods, Minted, Comcast, Optical Solution, and Skiview Technologies. Across these roles, I handled account lookups, billing questions, app and website troubleshooting, order support, and retention-related conversations. I also have experience collaborating with internal teams, documenting issues carefully, and identifying recurring trends to improve service quality. In addition, I have supported dispatch, inventory coordination, and digital content tasks in operational environments. I am currently pursuing an Associate of Science in Computer Science at the University of the People. I am open to remote customer support opportunities where I can continue helping customers and contributing to efficient service operations. ## Skills 22 capabilities[Account Management](https://jobicy.com/talent/account-management.md)[Attention To Detail](https://jobicy.com/talent/attention-to-detail.md)[Billing Support](https://jobicy.com/talent/billing-support.md)[Chat Support](https://jobicy.com/talent/chat-support.md)[Communication](https://jobicy.com/talent/communication.md)[CRM](https://jobicy.com/talent/crm.md)[Customer Retention](https://jobicy.com/talent/customer-retention.md)[Customer Service](https://jobicy.com/talent/customer-service.md)[Customer Support](https://jobicy.com/talent/customer-support.md)[Email Support](https://jobicy.com/talent/email-support.md)[Five9](https://jobicy.com/talent/five9.md)[Gorgias](https://jobicy.com/talent/gorgias.md)[Kustomer](https://jobicy.com/talent/kustomer.md)[Phone Support](https://jobicy.com/talent/phone-support.md)[Problem Solving](https://jobicy.com/talent/problem-solving.md)[Remote Support](https://jobicy.com/talent/remote-support.md)[SaaS](https://jobicy.com/talent/saas.md)[Salesforce](https://jobicy.com/talent/salesforce.md)[Slack](https://jobicy.com/talent/slack.md)[Team Collaboration](https://jobicy.com/talent/team-collaboration.md)[Technical Troubleshooting](https://jobicy.com/talent/technical-troubleshooting.md)[Zendesk](https://jobicy.com/talent/zendesk.md) ## Experience Career history ### Account Management, Customer Support · Rockstar Games Jul 2025 – Apr 2026Provided high-volume email support through Zendesk, assisting customers with account-related questions and general service inquiries. Used SC Admin to perform account lookups, verify account information, review purchase details, and assist with profile or account-access concerns. Delivered accurate, empathetic responses while following established guidelines. ### Customer Support, Account Services · STARZ Feb 2025 – Apr 2026Provided subscription, billing, and streaming support using the Kustomer CRM platform, handling tickets, live chats, phones, and account updates. Guided users through app navigation, device setup, and platform troubleshooting across web, mobile, and smart TV apps. Identified recurring technical issues and collaborated with the team using Slack to improve customer experience. ### Email Customer Service Representative · Ryze Superfoods Feb 2024 – Jun 2024Managed customer inquiries and retention support through Gorgias, resolving subscription, order, and product questions with detailed ticket documentation. Troubleshot issues, verified account details, and escalated recurring problems for further review. Used SaaS tools for tracking customer trends and identifying process improvements. ### Call Centre Agent · Minted Sep 2023 – Jan 2024Assisted customers with orders, designs, and website issues via phone and email using the Five9 call platform and internal SaaS tools. Troubleshot browser, checkout, and account issues while documenting findings and resolutions clearly in CRM systems. Helped customers navigate design tools and online workflows to ensure a smooth user experience. ### Billing and Retention Agent · Comcast Feb 2022 – Sep 2023Supported customers with billing, payments, and account corrections through high-volume phone support. Recommended products and retention options tailored to customer needs, reducing churn. Troubleshot service issues and documented all interactions in CRM platforms. ### Optical Dispenser · Optical Solution Mar 2021 – Oct 2021Supported customers in selecting eyewear by interpreting prescriptions and offering personalized recommendations. Delivered customer service both in person and via phone while maintaining accurate product knowledge. Built strong customer relationships through clear, professional communication. ### Dispatcher/Administrator · Skiview Technologies Apr 2020 – Feb 2021Used dispatch and inventory management software to coordinate drivers, update system data, and resolve customer inquiries. Designed marketing materials and managed digital content for social media platforms. Troubleshot issues within internal systems to ensure smooth daily operations. ## Education Learning history ### University of the People Dates not specifiedAssociate of Science, Computer Science Currently pursuing an Associate of Science in Computer Science online. 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