Andrea Jackson
Southern Pines
Summary
Remote Customer Support Specialist with proven problem-solving skills and a strong commitment to customer service excellence. Expertise in process improvement and cross-department collaboration, leading to enhanced customer satisfaction. Recognized for high productivity and efficient task completion, with a track record of exceeding customer expectations. Skilled in communication and adaptability, ensuring exceptional support and fostering positive client relationships.
Overview
5
5
years of professional experience
Work History
Remote Customer Support Specialist
Wayfair
Boston
07.2020 - 11.2025
- Resolved customer inquiries promptly using internal systems and knowledge base.
- Collaborated with team members to enhance customer service processes and guidelines.
- Assisted in training new staff on company policies and customer support tools.
- Documented customer interactions accurately in the customer relationship management system.
- Identified trends in customer feedback to recommend service improvements to management.
- Engaged with customers empathetically to foster positive relationships and trust.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Investigated customer complaints regarding product quality or service rendered.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Recorded all customer interactions into the database system accurately and completely.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Consulted with customers regarding needs and addressed concerns.
- Processed customer account changes with proprietary software.
- Identified areas of improvement in existing processes or procedures used for providing support services.
- Assisted in developing training materials related to new products or services being released.
- Monitored trends in incoming requests from customers for identifying potential problems or opportunities for improvement.
- Resolved issues with first call and escalated more complex issues to obtain necessary customer support.
- Coordinated with third-party vendors when necessary for resolving escalated customer issues.
- Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced environment.
- Participated in team meetings to discuss strategies for improving customer experience.
- Maintained positive working relationship with fellow staff and management.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Skills
- Customer relationship management
- Knowledge base navigation
- Problem solving
- Customer engagement
- Process improvement
- Issue resolution
- Cross-department collaboration
- Team participation
- Effective communication
- Conflict resolution
- Training facilitation
- Time management
- Team collaboration
- Adaptability and flexibility
- Ticket management
- Decision-making
- Customer relationship management (CRM)
- Call center experience
- Remote support tools
- Email management
- Product knowledge
- Customer service excellence
- Issue follow up
- Complaint handling
- Empathy and patience
- Multitasking and organization
- Email communication
- Service ticket management
- Verbal and written communication
- Active listening
- Feedback reception
- Collaborative team player
- Multitasking and prioritization
Timeline
Remote Customer Support Specialist
Wayfair
07.2020 - 11.2025