Open to opportunities

Tiera Jones

@tierajones

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Customer support specialist with 4+ years of experience.

United States

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What I'm looking for

I'm looking for a role that values empathy and proactive problem-solving in customer support.

I'm a dedicated customer support specialist with over four years of experience in live chat, email correspondence, and high-volume complaint resolution across various industries, including SaaS, retail, and fintech. My ability to communicate calmly and effectively has allowed me to maintain a 98% customer satisfaction rating while handling more than 75 live chats daily. I thrive in remote environments, leveraging my strong sense of ownership and time management skills to deliver exceptional service.

Throughout my career, I have successfully reduced ticket backlogs by 45% and improved average resolution times from eight hours to under three. My proactive approach includes leading weekly escalation reviews and developing automation scripts to streamline common queries, ensuring that our clients receive timely and effective support. I am passionate about enhancing customer experiences and continuously seek opportunities to improve processes and communication.

Experience

Work history, roles, and key accomplishments

Current

Remote Customer Support Specialist

Current

Everline Support Co.

May 2021 - Present (4 years)

Handled over 75 live chats daily for B2C clients, maintaining a 98% CSAT rating. Investigated and resolved tier-1 and tier-2 complaints, which reduced the ticket backlog by 45%. Led weekly escalation reviews and proposed automation scripts to streamline common queries.

Live Chat Zendesk Escalation Management Automation CSAT B2C Support Ticketing Systems

Client Success Associate

StreamBuy Technologies

Jan 2019 - Apr 2021 (2 years 3 months)

Delivered real-time chat and email support to over 10,000 monthly users, significantly reducing average resolution time from 8 hours to under 3 hours. Collaborated with product and QA teams to report recurring bugs and customer pain points.

Chat Email Support Customer Support Resolution Times Collaboration Bug Reporting

Education

Degrees, certifications, and relevant coursework

Georgia State University

Bachelor of Arts, Business Communication

Completed a Bachelor of Arts in Business Communication. Gained foundational knowledge in communication strategies relevant to business environments.

Zendesk Academy

Certification, Customer Service

Completed the Zendesk Customer Service Fundamentals certification. Acquired essential skills in utilizing Zendesk for effective customer service operations.

Coursera

Certification, De-escalation Strategies

Completed the De-escalation Strategies for Remote Agents course. Developed techniques for managing and resolving escalated customer interactions in a remote setting.