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SO@sapphiraoliver
Customer-focused support specialist delivering calm, effective resolutions.
United StatesI am an accommodating customer support specialist with 7+ years of remote call center experience, proven at major retailers and healthcare organizations. I consistently reduce customer dissatisfaction through calm de-escalation, decisive communication, and win-win solutions while meeting metrics for response and resolution time.
I excel at troubleshooting technical issues, documenting interactions, and collaborating with teams to improve processes and customer experience. I have a track record of upselling—cross-selling services at a reported 30% rate—creating operational improvements, and contributing to quality assurance and reporting.
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Work history, roles, and key accomplishments
Winn-Dixie
Jul 2016 - Present (9 years 4 months)
Provide remote customer support via chat and phone, troubleshoot technical issues, and escalate complex cases while maintaining high customer satisfaction and meeting response/resolution metrics.
WAWalmart
Jan 2014 - Jul 2016 (2 years 6 months)
Handled inbound calls, chats, and emails to resolve complaints, processed payments, and collaborated with other departments to resolve complex customer issues while maintaining calm de-escalation techniques.
AdventHealth
Apr 2011 - Jan 2014 (2 years 9 months)
Delivered patient and customer support, tracked orders and follow-ups, gathered feedback to improve processes, and resolved cross-departmental issues to ensure timely service delivery.
Degrees, certifications, and relevant coursework
High School Diploma, General Education
Completed High School Diploma at Victory Prep Christian Academy.
VCAssociate of Applied Science, Business Management
Completed an Associate of Applied Science in Business Management at Valencia College in Orlando, FL.
Software and tools used professionally
United StatesYou can contact Sapphira and 90k+ other talented remote workers on Himalayas.
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