Paula Joseph
Atlanta,GA
Overview
7
7
years of professional experience
Work History
Customer Support Agent
Workplace Options
Remote
06.2024 - Current
- Consistently exceeded production, quality, and first-contact resolution goals while delivering high-volume support across phone, chat, and email.
- Served as a trusted resource for teammates by answering process questions, sharing best practices, and promoting consistent service standards.
- Demonstrated expert knowledge of WPO intake processes, policies, and procedures to ensure accurate, efficient case management.
- Managed complex customer escalations through Jira and direct communication with internal teams, driving timely resolutions and positive customer outcomes.
- Maintained thorough and accurate case documentation, ensuring compliance, seamless handoffs, and continuity of care.
- Consistently met production and quality standards while demonstrating accountability, reliability, and a commitment to team success.
- Identified recurring customer trends and partnered with internal stakeholders to improve workflows, operational processes, and the overall customer experience.
- Delivered empathetic, culturally responsive support to a global customer base while maintaining composure and efficiency in a fast-paced, high-volume environment.
Customer Support Agent
CoinList
Remote
01.2022 - 07.2023
- Delivered technical support for wallet navigation, blockchain transactions, and account management while providing accurate, customer-focused resolutions.
- Consistently met SLA, productivity, and customer satisfaction goals while supporting a high-volume global customer base through email and social media.
- Served as an escalation liaison between Customer Support, Engineering, Compliance, and Finance, coordinating timely resolution of complex customer issues.
- Managed technical escalations through Linear, proactively tracking ticket progress, following up with stakeholders, and communicating updates to customers.
- Guided new team members during onboarding by providing process support, answering workflow questions, and reinforcing quality and service standards.
- Monitored customer complaints from initial intake through resolution, coordinating with cross-functional teams to expedite urgent requests, provide timely updates, and ensure successful case closure.
- Created and maintained knowledge base articles, macros, and internal documentation to improve team efficiency, consistency, and self-service resources.
- Analyzed customer feedback and support trends, providing actionable insights that contributed to product enhancements and operational process improvements.
Customer Support Agent
Airbnb
Remote
10.2019 - 12.2021
- Resolved complex customer issues by identifying root causes, evaluating solutions, and delivering timely, customer-focused resolutions.
- Supported employees via chat by resolving inquiries, troubleshooting issues, and providing real-time guidance to ensure smooth workflow completion.
- Guided customers through platform navigation, account management, billing, and service-related inquiries while providing clear, empathetic communication.
- Partnered with Engineering to manage escalated cases, providing proactive updates and ensuring issues were fully resolved through case closure.
- Maintained accurate case documentation and effectively prioritized multiple customer cases while consistently meeting quality and productivity expectations.
- Collaborated with cross-functional teams to identify recurring customer concerns, share feedback, and contribute to process and product improvements.
- Adapted quickly to frequent workflow and process changes, maintaining strong operational knowledge to provide accurate guidance and ensure a seamless customer experience.
Education
Associate of Science - Advertising & Communications
University of Florida
08-2019
Skills
- Team Leadership & Peer Support
- Cross-Functional Collaboration
- Relationship Building
- Coaching & Knowledge Sharing
- Positive Team Culture
- Production & Quality Standards
- SLA & Performance Metrics
- Quality Assurance
- Escalation Management
- Workflow & Process Improvement
- Time Management & Prioritization
Leadership & Team Collaboration
Operations & Performance
- Organizational Skills
- Adaptability in Fast-Paced Environments
- Work-Life Intake Operations
- Customer Service Excellence
- Complaint Resolution
- Customer Advocacy
- Professional Written & Verbal Communication
- Active Listening
- Interpersonal Communication
- Knowledge Base Management
- Process Documentation
Customer Experience
Documentation & Systems
Timeline
Customer Support Agent
Workplace Options
06.2024 - Current
Customer Support Agent
CoinList
01.2022 - 07.2023
Customer Support Agent
Airbnb
10.2019 - 12.2021
Associate of Science - Advertising & Communications
University of Florida