Open to opportunities

COZYNEST Design

@cozynestdesign

Message

I resolve escalated customer issues across channels through independent investigation and clear communication.

Jamaica

Message

What I'm looking for

I'm looking for a full-time remote support role where I can independently investigate complex customer issues, use modern tools and AI responsibly, and own resolutions end to end.

At Sutherland Global Services, I handle escalated, non-routine customer tickets across phone, chat, email, and SMS, owning issues from first contact through resolution.

I investigate beyond reported symptoms by cross-referencing ticketing systems, knowledge bases, and account history before recommending fixes. I use Zendesk, Freshdesk, Slack, Trello, Google Workspace, and Claude daily to document work, coordinate handoffs, research problems, and verify responses.

I'm comfortable working without scripts and communicate clearly and calmly with customers navigating complex, multi-step issues.

Experience

Work history, roles, and key accomplishments

Current

Remote Customer Support Representative

Current

Sutherland Global Services

Apr 2024 - Present (2 years 5 months)

Handle escalated, non-routine customer tickets across phone, chat, email, and SMS, investigating issues independently and cross-referencing multiple systems to diagnose root causes. Use Zendesk and Freshdesk for ticket management and generative AI tools for research and drafting.