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Vivian Philipson

@vivianphilipson

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Customer Support Specialist focused on high CSAT, QA, and efficient resolution for U.S. customers.

Nigeria

Message

What I'm looking for

I’m looking for a remote customer support role where I can deliver strong CSAT and QA, handle phone/chat/email efficiently, and use structured documentation and CRM tools to reduce repeat tickets and improve resolution time.

I’m a Customer Support Specialist with over 2 years of experience providing remote phone, chat, and email support to U.S.-based customers. I’m known for delivering 92–95% Customer Satisfaction (CSAT) and 92–96% Quality Assurance (QA) through accurate cold calling, clear communication, and structured documentation.

In my current role, I handle high-volume outbound pre-qualifier calls for burial insurance services and support smooth transfers to licensed agents. I review account history, policy details, and verification documentation to reach 90% First-Contact Resolution (FCR) and ensure customers get the right path without unnecessary escalations.

I improve operational performance by streamlining call flows, optimizing task switching, and maintaining record accuracy. For example, I’ve improved response and handling efficiency by 30%, reduced Average Handling Time (AHT) by 25%, and contributed to a 20–25% reduction in repeat tickets across teams.

Experience

Work history, roles, and key accomplishments

Customer Support / Pre-qualifier

CallsExperts

May 2023 - Sep 2025 (2 years 4 months)

Provided remote customer support while conducting high-volume outbound pre-qualification calls for burial insurance services, verifying customer details and handling objections. Maintained 90–95% CSAT by ensuring accurate documentation and smooth transfer to licensed agents.