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Samira Barron

@samirabarron

Metrics-driven Customer Service & Technical Support Specialist delivering fast, compliant resolutions across omni-channel queues.

United States

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What I'm looking for

I’m looking for a remote customer support role where I can own multi-channel technical resolutions, meet SLA/CSAT/FCR targets, and follow strong SOPs—using consultative, empathetic troubleshooting to reduce repeat issues and drive reliable outcomes.

I’m a metrics-driven Customer Service and Technical Support Specialist with 6+ years of remote call center experience, specializing in managing high-volume omni-channel queues (inbound phone, live chat, and email tickets) for major consumer brands and technical platforms.

I resolve escalations with “deep empathy and speed,” navigating multi-screen CRM databases while adhering to strict compliance SOPs. I consistently meet or exceed SLA, CSAT, and First-Contact Resolution (FCR) targets by diagnosing device and software errors and providing accurate, standardized guidance to minimize downtime.

Experience

Work history, roles, and key accomplishments

Family Care Sabbatical

Aug 2025 - Dec 2025 (4 months)

Managed family care and household operations during a planned career break; actively returning to a Customer Support and Operations career.

Operations Management Scheduling Problem Solving Stakeholder Management

Technical Support & Sales Advisor

Conduent

May 2025 - Aug 2025 (3 months)

Resolved complex consumer tech inquiries independently within strict SLA and escalation windows using a consultative, metrics-driven approach. Diagnosed device errors and delivered accurate technical specifications for Apple ecosystem products via multi-screen CRM databases.

Technical Support Troubleshooting SLA Management Escalation Handling Databases

Remote Customer Service Associate

Williams-Sonoma Inc.

Jan 2024 - Oct 2024 (9 months)

Led end-to-end resolution for order and delivery disruptions, coordinating with logistics partners to ensure 100% issue resolution for high-priority shipments. Managed real-time order placements and resolved complex shipping errors in proprietary systems while following company protocols.

Logistics Coordination Customer Service Data Entry

Technical Customer Relations Specialist

AppleOne Employment Services

Apr 2023 - Oct 2023 (6 months)

Served as the primary point of contact for technical escalations by identifying and documenting software-based program errors for TurboTax users. Used internal knowledge bases and SOPs to deliver standardized solutions, minimizing user downtime and software failure rates.

Documentation Knowledge Base Customer Support Turbo Tax

Technical & Billing Support Specialist

Optimum Customer Service

Mar 2022 - Apr 2023 (1 year 1 month)

Independently diagnosed and resolved technical and billing disruptions for residential clients, using high-pressure problem-solving to minimize service downtime. Delivered product expertise to guide customers through technical procedures using internal tools.

Technical Support Billing Support Troubleshooting High Pressure Problem Solving Internal Tools Customer Service

VSP Benefits Advisor

Randstad USA

Dec 2021 - Jan 2022 (1 month)

Coordinated member access to specialized healthcare networks as an operational point of contact between providers and internal teams to verify coverage accuracy. Facilitated claims submission and review by liaising with healthcare providers in a time-sensitive environment.

Benefits Administration Claims Support Provider Liaison Customer Service Process Coordination

Mobile Customer Service Advisor

Spectrum

Jan 2021 - Sep 2021 (8 months)

Monitored mobile activations and device upgrades in real time, identifying and addressing potential technical disruptions to maintain a seamless onboarding experience. Managed billing inquiries and updated payment methods to improve the billing experience for customers.

Customer Service Mobile Activation Support Troubleshooting Billing Support Monitoring Onboarding

Tier 1 iTS+ Help Desk Advisor

Kelly Services

Jun 2018 - Dec 2020 (2 years 6 months)

Resolved high-volume technical and billing tickets for Apple hardware devices using proprietary diagnostic software (iTS+). Logged thorough real-time ticket notes to improve standard workflows and knowledge-base accuracy.

Help Desk Support Technical Troubleshooting Billing Support ITS+ Diagnostics Apple Hardware Support