SOSapphira Oliver
@sapphiraoliver
Customer-focused support specialist delivering calm, effective resolutions.
United StatesWhat I'm looking for
I 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.
Experience
Work history, roles, and key accomplishments
Remote Call Center Rep
Winn-Dixie
Jul 2016 - Present (9 years 2 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.
WARemote Customer Service Rep
Walmart
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.
Customer Service Representative
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.
Education
Degrees, certifications, and relevant coursework
Victory Prep Christian Academy
High School Diploma, General Education
Completed High School Diploma at Victory Prep Christian Academy.
VCValencia College
Associate of Applied Science, Business Management
Completed an Associate of Applied Science in Business Management at Valencia College in Orlando, FL.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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