Open to opportunities

Amy Howard

@aiymsagi

Message

Remote customer support specialist excelling in high-volume ticketing and SLA compliance.

Poland

Message

What I'm looking for

I am looking for a full-time remote role focused on customer support, virtual assistance, or operations where I can optimize workflows, meet SLA/CSAT goals, and contribute to a collaborative, process-driven team.

I am a high-performing remote customer support specialist with extensive experience handling email, chat, and phone communications using CRM tools like Zendesk, Freshdesk, Gorgias, and HubSpot. I consistently meet SLA and CSAT targets, reduced missed cases by implementing follow-up procedures, and trained new hires on communication standards and internal systems.

I also deliver QA testing (UI/UX checks, reproducibility tests, bug reporting), create templates and workflows that improve efficiency, and support administrative operations such as scheduling and documentation. I thrive under pressure, prioritize accuracy and empathy, and am seeking a full-time remote role as a Customer Support, Virtual Assistant, or Operations Assistant to further optimize customer experience and operational processes.

Experience

Work history, roles, and key accomplishments

Current

Freelance Customer Support

Current

Freelance

Jan 2022 - Present (4 years)

Provided English email and chat support handling 80+ tickets per shift with high CSAT, created templates that reduced handling time by 15%, and performed QA testing including UI/UX checks and bug reporting.

Zendesk Freshdesk Email Support Live Chat QA Testing Bug Reporting Documentation Workflow Optimization

Customer Support Specialist

Trucking Wings Inc.

Dec 2024 - Sep 2025 (9 months)

Managed 100+ daily communications with drivers, clients, and warehouses, maintained SLA compliance, and implemented a follow-up checklist that reduced missed cases by 40%. Trained new hires and improved follow-up procedures to reduce repeat escalations.