Open to opportunities

Chantelle Williams

@chantellewilliams

Message

Subject Matter Expert in technical customer support with proven CSAT excellence.

Jamaica

Message

What I'm looking for

I seek a remote-first role in technical/customer support where I can improve processes, mentor teams, and drive high CSAT while handling complex escalations and ensuring compliance.

I am a dedicated customer service professional and Subject-Matter Expert with 7+ years delivering high-impact technical support across phone, email, and live chat. I consistently maintained 95%+ CSAT metrics, reduced escalation rates by 25%, and leveraged CRM and AI-assisted tools to resolve complex issues with empathy and precision.

I have a strong track record in remote-first environments — mentoring teams, improving resolution rates, and ensuring compliance when handling PHI and high-risk cases. I focus on process improvement, data accuracy, and building long-term customer loyalty while meeting and exceeding KPIs.

Experience

Work history, roles, and key accomplishments

Screener

Care Solace

Jan 2023 - Dec 2025 (2 years 11 months)

Performed 50+ weekly screenings and matched 98% of clients to providers, managed 200+ active PHI cases with 100% audit accuracy, and reduced follow-up lag by 25% to meet 24-hour SLAs.

PHI Management CRM SLA Management Phone Support Live Chat

Airbnb Customer Support

Sutherland Global Services

Mar 2017 - Nov 2022 (5 years 8 months)

Delivered remote Airbnb support, maintaining a 4.8/5 satisfaction rating, processed $10k+ monthly refunds, and reduced case resolution time by 20% through efficient triage and escalation.

Customer Support Escalation Management CRM Remote Support Quality Assurance Data Integrity

Technical Support SME

Amazon (via Sutherland)

Served as Subject Matter Expert mentoring 20+ agents, resolved 100+ daily technical inquiries for Kindle/Alexa/Prime Video with a 92% FCR, and improved team resolution rates by 15%.

Technical Support Mentoring Troubleshooting FCR Coaching