Tampa, FL

• Resolved 55 to 70 daily phone, chat, and email tickets covering billing questions, appointment changes, warranty claims, and service follow-up.
• Documented customer contacts, policy exceptions, refund requests, and next steps in Zendesk so managers could review unresolved cases.
• De-escalated high-friction calls by confirming the issue, explaining policy options, and setting clear callback expectations.
• Maintained a 94% QA average across tone, verification, documentation, and resolution criteria during quarterly scorecard reviews.

Tampa, FL

• Handled membership questions, billing adjustments, class reservations, and check-in issues for a high-traffic fitness center.
• Balanced daily payment records, membership forms, and incident notes before shift close.
• Recognized repeated cancellation questions and drafted a front-desk FAQ later used by new team members.

• Reviewed repeated warranty-ticket language and suggested clearer macro wording for eligibility, proof-of-purchase, and escalation steps.
• Flagged outdated help-center links that were causing customers to reopen closed cases.

Tampa, FL

• Completed coursework in business communication, customer relations, spreadsheets, and office systems.

• Completed internal training on refund policy, warranty documentation, identity verification, and escalation handling.
• Zendesk Agent Workspace training, 2024.

• Channels: phone, live chat, email, front desk, customer callbacks.
• Tools: Zendesk, Salesforce Service Cloud basics, Google Workspace, payment portals.
• Issues: billing, warranties, scheduling, refunds, account updates, service follow-up.
• Service habits: de-escalation, policy explanation, CRM notes, QA scorecards, escalation routing.

Tampa, FL

• Owned escalated e-commerce cases involving lost shipments, payment disputes, loyalty credits, and repeat contacts across email and chat.
• Reviewed 25 weekly QA samples for newer agents, coaching CRM note structure, empathy language, policy accuracy, and escalation triggers.
• Partnered with operations and warehouse teams to identify repeat shipping exceptions and publish clearer customer-facing follow-up steps.
• Maintained macros and knowledge-base articles for returns, warranties, gift cards, and split shipments after policy updates.

Tampa, FL

• Resolved order status, return, refund, and product availability questions in Salesforce Service Cloud for online retail customers.
• Documented contact reasons and resolution codes that helped support leaders identify seasonal volume spikes.
• Earned promotion after consistently meeting QA, attendance, and customer callback expectations during peak holiday periods.

St. Petersburg, FL

• Assisted customers with product questions, exchanges, store pickup orders, and loyalty account updates in a retail setting.

• Tagged repeated contacts by root cause, missing information, and policy confusion to help managers prioritize article updates.
• Shared findings with shipping operations and support leads before the holiday readiness planning cycle.

Tampa, FL

• Coursework included professional writing, conflict communication, organizational communication, and research methods.

• Completed internal escalation, QA calibration, refund policy, and privacy training.
• Salesforce Service Cloud Trailhead modules in case management and reports.

• Support operations: escalations, QA coaching, macro maintenance, knowledge-base updates.
• Channels: email, chat, phone callbacks, retail handoff, warehouse follow-up.
• Tools: Salesforce Service Cloud, Zendesk, Shopify admin, payment and shipping portals.
• Issue areas: returns, refunds, warranties, order tracking, loyalty credits, payment disputes.