Open to opportunities

Tangileaq Russell

@tangileaqrussell

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Customer support professional with 7+ years of experience.

United States

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for growth.

I am a dedicated Digital Customer Support Specialist with over 7 years of experience in providing exceptional service through chat, email, and digital platforms. My expertise lies in navigating tools like Zendesk, Salesforce, and Gorgias, which allows me to deliver fast and thoughtful support. I thrive in environments that demand strong written communication and quick problem-solving skills, ensuring that customers feel valued and understood.

Throughout my career, I have achieved significant milestones, including optimizing digital support processes that reduced overall ticket volume. By creating knowledge base templates and internal reply drafts, I have enabled faster resolutions and improved self-service options for customers. My commitment to customer satisfaction is reflected in my consistent maintenance of 90%+ CSAT scores across various support channels, where I resolve issues with speed, empathy, and clarity.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Walgreens

May 2024 - May 2025 (1 year)

Provided HIPAA-compliant chat support for pharmacy and retail customers. Maintained speed and accuracy while handling high chat volumes during peak hours. Consistently met internal response-time goals with 95%+ satisfaction scores.

Zendesk Salesforce Gorgias HIPAA)Chat Support Customer Satisfaction Problem Solving Written Communication

Customer Service Representative

Walmart

Oct 2023 - Apr 2024 (6 months)

Delivered Tier-1 chat and email support across multiple accounts. Created self-service templates to reduce repeat ticket volume. Frequently recognized for tone, empathy, and written clarity.

Zendesk Salesforce Gorgias Chat Support Email Support Customer Service Problem Solving Written Communication

Phone Banker

Wells Fargo

Feb 2020 - Apr 2022 (2 years 2 months)

Supported small business clients via secure email messaging. Maintained 100% compliance during monthly audits and reviews. Managed sensitive data and login access with precision under pressure.

Zendesk Salesforce Gorgias Email Support Compliance Data Management Problem Solving Written Communication

Customer Service Representative

Sprint

Mar 2018 - Feb 2020 (1 year 11 months)

Delivered Tier-1 chat and email support across multiple accounts. Created self-service templates to reduce repeat ticket volume. Frequently recognized for tone, empathy, and written clarity.

Zendesk Salesforce Gorgias Chat Support Email Support Customer Service Problem Solving Written Communication

Customer Service Representative

Sears

Jun 2014 - Feb 2018 (3 years 8 months)

Delivered Tier-1 chat and email support across multiple accounts. Created self-service templates to reduce repeat ticket volume. Frequently recognized for tone, empathy, and written clarity.

Zendesk Salesforce Gorgias Chat Support Email Support Customer Service Problem Solving Written Communication

Education

Degrees, certifications, and relevant coursework

Franklin Military Academy

HS Diploma, General Studies

Completed high school education, focusing on military principles and discipline. Developed foundational academic skills and prepared for future endeavors.