Open to opportunities

Nikita Union

@nikitaunion

Message

I am a technical support specialist delivering customer-focused troubleshooting and escalation expertise.

United States

Message

What I'm looking for

I seek a technical support role solving customer issues in a collaborative, growth-oriented company where I can advance troubleshooting, CRM, and leadership skills.

I’m a technical support professional with extensive experience in customer-facing, tiered support roles across call centers, retail, and logistics. I focus on resolving issues quickly while preserving positive customer relationships.

I have delivered Tier 1–2 help desk and AppleCare-style support, handled billing and account setups, performed CRM consulting, and participated in QA across high-volume contact centers. I consistently manage inbound/outbound calls, chat, and email channels.

I’ve supervised warehouse shipping and personnel, managed appointment scheduling and vehicle transfers in dealership operations, and supported ePay, chargebacks, and underwriting workflows. I also have hands-on experience with CRM systems, troubleshooting, and training team members.

I’m seeking a technical support role where I can apply troubleshooting, CRM, and escalation skills while growing into leadership opportunities and contributing to customer retention and operational improvements.

Experience

Work history, roles, and key accomplishments

Consumer Service Representative

American Customer Care

Mar 2023 - May 2025 (2 years 2 months)

Provided inbound/outbound customer support and back-office CRM consulting across phone, email, and chat; handled Tier 2 transaction support and QA to resolve issues efficiently.

Email Support Live Chat QA Back Office Operations Customer Retention Call Center Support CRM

Tier 2 Transaction Support

CarMax

Mar 2021 - Nov 2023 (2 years 8 months)

Managed Tier 2 transaction support including scheduling appointments, vehicle transfers, ePay and chargebacks, and routing issues to appropriate departments to maintain dealer operations.

Scheduling Chargebacks Escalation Management Customer Service

Logistics Supervisor

Amazon Fulfillment Center

Apr 2017 - Jan 2022 (4 years 9 months)

Oversaw warehouse shipping and delivery operations, managed truck loading and order fulfillment, and supervised personnel to ensure timely shipments to sortation centers.

Team Supervision order fulfillment WMS Logistics Process Improvement

Help Desk Support

AppleCare

Mar 2018 - Apr 2020 (2 years 1 month)

Provided Tier 1-2 technical support and retention services via help desk channels, resolving end-user issues, managing user accounts, and improving customer satisfaction.

Technical Support iOS MacOS Account Management Retention Help Desk Troubleshooting Customer Support

Administrative Assistant

Kansas City Presbyterian Manor

Sep 2014 - Dec 2016 (2 years 3 months)

Managed administrative tasks including filing, phone reception, petty cash and resident funds, payment entry, and scheduling to support senior assisted living operations.

Accounts Receivable Scheduling Payment Processing Customer Service

Tier 2 Technical Support

Convergys

May 2011 - Feb 2016 (4 years 9 months)

Provided billing and technical support for AT&T Wireless accounts, including new account setups, retention, scheduling repairs, and troubleshooting billing issues.

Billing Support Wireless Accounts Troubleshooting Retention Customer Service

Customer Service Representative

Alorica

Oct 2009 - Nov 2009 (1 month)

Handled customer setups, technical support, phone upgrades, upselling Sprint products, billing and contract renewals in a high-volume call center environment.

Customer Onboarding Technical Support Upselling Billing Renewals Call Center Sales Troubleshooting

CSR Winback Agent

EchoStar

Jan 2004 - Nov 2005 (1 year 10 months)

Resolved technical and billing issues for Dish Network customers, scheduled service calls, and supported product inquiries to win back and retain subscriptions.

Technical Troubleshooting Billing Support Customer Retention Scheduling Call Center Product Support Upselling

Assistant Manager

Claire's Accessories

Feb 2001 - Jun 2003 (2 years 4 months)

Managed store operations including employee supervision, opening/closing, nightly deposits, inventory counts, hiring, and handling customer complaints to maintain retail performance.

retail management Staff Supervision Inventory Hiring Customer Service Loss Prevention

Education

Degrees, certifications, and relevant coursework

Kansas City Kansas Community College

Associate of Arts, Paralegal Studies

2012 - 2015

Completed an Associate of Arts in Paralegal studies at Kansas City Kansas Community College from January 2012 to June 2015, focusing on legal research and administrative support.