Priya Shah
Customer Support Specialist · Calm Under Pressure
priya.shah@email.com · (555) 309-7716 · Charlotte, NC (Remote) · linkedin.com/in/priyashah
Summary
Customer support specialist with 4+ years handling 50+ daily tickets across chat, email, and phone. Consistently top-quartile CSAT and a go-to escalation point for complex billing issues.
Skills
Zendesk, Salesforce Service Cloud, De-escalation, Refund & Billing Workflows, Slack, Macro Authoring
Experience
Tier 2 Support Specialist — Brightline Software
Jan 2023 – Present
Remote
- Resolved 1,200+ tickets per quarter at an average CSAT of 4.8/5.
- Reduced average handle time by 22% by rebuilding the macro library.
- Mentored 3 Tier 1 reps; 2 promoted within 6 months.
Customer Service Rep — Wayfair
Sep 2020 – Dec 2022
Charlotte, NC
- Handled 60+ inbound calls per day during peak season.
- Earned Top 10% CSAT for 7 consecutive quarters.
Education
UNC Charlotte — Bachelor of Arts, Communication Studies
Aug 2016 – May 2020
Languages
English, Hindi