Courtney S.

I’m a Customer Support and Technical Support Specialist with 5+ years of experience helping customers, clients, families, and businesses through phone, chat, email, and ticket-based support. I specialize in resolving customer issues while providing a professional, empathetic, and positive experience. I’m comfortable working in high-volume environments, handling frustrated customers, troubleshooting technical problems, documenting interactions, managing tickets, and coordinating with other departments to get issues resolved. CORE SKILLS AND STRENGTHS: • Customer Support & Customer Service • Technical Support & Troubleshooting • SaaS & B2B Support • Phone, Chat, Email & Ticket Support • De-escalation & Conflict Resolution • Customer Retention • CRM & Case Management • Help Desk & Ticket Management • Order Support & Order Tracking • Appointment Scheduling & Message Taking • Customer Onboarding • Data Entry & Record Management • Escalation Management • Quality Assurance & Performance Metrics • AI Evaluation & Data Annotation • Audiobook Narration & Voice Work TECHNICAL & CRM EXPERIENCE: I have experience working with Salesforce, HubSpot, ServiceNow, Workday, Oracle, Aircall, and Five9, along with other customer service, ticketing, communication, and business systems. I’m comfortable learning new software and adapting to new workflows quickly. I can follow established procedures and scripts while still using good judgment when a customer’s situation requires a more thoughtful approach. ACCOMPLISHMENTS: Throughout my career, I’ve been recognized for strong soft skills, customer service performance, and consistently meeting performance expectations. In a technical support role, I created a visual troubleshooting resource based on connectivity and equipment relationships. This resource helped reduce repeat calls by 16%. I’ve also supported customers with complex or sensitive situations, assisted elderly customers with technical issues, helped families complete online enrollment and onboarding processes, supported small businesses using software platforms, and handled e-commerce orders involving inventory, shipping, and order status. AI & DATA COLLECTION EXPERIENCE: In addition to traditional customer support, I have experience with AI evaluation and data annotation. This includes reviewing AI-generated responses, applying evaluation criteria, identifying issues, following detailed rubrics, and providing feedback used to improve model performance. VOICE TALENT EXPERIENCE: I also have experience with audiobook narration and voice work. I’m comfortable reading scripts clearly and naturally, maintaining consistent pacing and tone, and delivering engaging spoken content. WHAT YOU CAN EXPECT FROM ME: I bring reliability, attention to detail, strong communication, patience, and a genuine commitment to getting the job done correctly. Additionally, some of the AI training I did involved voice recordings. Whether you need someone to handle customer conversations, troubleshoot technical problems, manage support tickets, assist with onboarding, document customer interactions, process orders, perform quality reviews, evaluate AI-generated content, or provide audiobook and voice narration, I’m ready to contribute. I’m looking for long-term opportunities (or short term if that's all that's available) where I can use my customer support, technical, communication, and voice skills to become a dependable part of the team and deliver results clients can count on.