Courtney Cramer
@courtneycramer
Customer Support Representative specializing in high-volume account, order, and technical issue resolution.
ZimbabweWhat I'm looking for
I’m a Customer Support professional with over a decade of experience in high-volume service environments, supporting customers across financial services, healthcare technology, and government programs. I resolve account access, order intake, shipment-related, and application/system issues through phone and email while translating complex policy, technical, and financial information into clear, human language.
I’m skilled in ticket management and CRM workflows, using tools like Zendesk, ServiceNow, Cherwell, and ServicePro to document requests and drive accurate, timely resolution. With an ISC2 Certified in Cybersecurity (CC) credential, a Six Sigma Yellow Belt, and a B.S. in Computer Information Systems, I bring a problem-solving mindset, attention to detail, and a continuous process-improvement approach to every support interaction.
Experience
Work history, roles, and key accomplishments
Customer Service & Technical Rep
Aureon Contact Center
Jan 2025 - Present (1 year 6 months)
Provided phone and email customer service for multiple client accounts, handling account access, order support/order intake, and shipment-related issues for a USPS packaging client. Managed and documented customer requests in internal ticketing systems while adapting quickly as a floater across two clients.
Support Center Analyst
Cumberland Consulting
Jan 2019 - Jan 2020 (1 year)
Provided front-line phone and ticket-based support for Epic and MyChart users. Resolved account access and system issues using Cherwell, ServiceNow, and ServicePro, and escalated complex problems with internal teams.
Customer Service Representative
John Deere Financial
Jan 2011 - Jan 2016 (5 years)
Assisted customers, employees, and dealers with account servicing, financing inquiries, disputes, and online account access issues. Handled high-volume inbound questions in a regulated environment and supported account access and security processes, including credential resets and verification steps.
Claims Specialist
Department of Workforce Development
Jan 2008 - Jan 2011 (3 years)
Managed high-volume inbound unemployment claim inquiries from claimants and employers via phone and email. Explained unemployment policies, eligibility requirements, and claim processes, supported an email-based customer service program, and maintained accurate documentation while prioritizing multiple requests.
Education
Degrees, certifications, and relevant coursework
Edgewood University
Bachelor of Science, Computer Information Systems
Earned a B.S. in Computer Information Systems at Edgewood University in 2014.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Job categories
Skills
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