Open To Work
Amber Thomas
Bonham,TX
Work Preference
Summary
Dynamic customer support professional adept at navigating high-pressure situations during peak seasons. Proven effectiveness in resolving technical problems, elevating user experience, and ensuring compliance through meticulous documentation. Focused on driving customer satisfaction and fostering trust in service delivery.
Overview
10
10
years of professional experience
Work History
Remote Tax Suport Specialist
TurboTax
Bonham, TX
01.2026 - Current
- Delivered prompt support during high-volume tax season, ensuring service quality and reinforcing customer trust.
- Guided customers in tax software usage, account access, and filing-related issues, improving overall user experience.
- Resolved technical concerns through structured troubleshooting procedures, enhancing customer satisfaction.
- Documented customer interactions and maintained compliance with company standards.
- Worked remotely to provide customer support during peak hours.
Technical Support Rep
ADT
Anna, TX
02.2023 - Current
- Troubleshot alarm systems and home automation issues, applying standardized variables to resolve customer concerns effectively.
- Executed technical alarm programming, performed maintenance, and conducted installations to ensure system reliability.
- Worked remotely to provide support for various alarm systems and home automation issues.
- Assisted with new account setup, coordinated shipping, managed appointment statuses, and facilitated password resets to enhance customer experience.
- Book appointments for advanced troubleshooting issues.
- Trained customers on proper use of their alarm systems.
- Trained new hires and transitioning team members to promote cross-collaboration and skill sets.
Fraud Analyst
Genpact
Denton, Texas
06.2021 - 01.2022
- Identified fraud trends and stolen identification, presenting findings to supervisor for investigation and resolution.
- Triaged inbound chat support inquiries, assisting customers with chargebacks, refund requests, and fraudulent activity.
- Assisted customers with filing claims for unauthorized transactions and duplicate purchases.
- Reviewed and audited sensitive information according to specialized handling instructions to ensure compliance and accuracy.
- Back office support to investigate accounts and issue refunds.
- Applied adjustments and credit balances to customer accounts.
- Provided phone and chat support to assist customers with inquiries.
- Worked remotely to support customer service operations.
Technical Support Rep
Norwex
Coppell, Texas
02.2017 - 12.2017
- Reviewed escalated tickets from consultants, resolving web issues, maintenance, and product support to enhance user satisfaction.
- Engaged and maintained business relations with clients and internal support teams to enhance workflow and customer experience.
- Processed and refunded charges while updating personal information via phone and offline support to ensure accurate customer records.
- Worked remotely to assist clients and teams.
- Provided administrative support for back office operations. and specialized projects
Education
Associate of Business Management - Human Resources, Business Ethics, Business Law, and Supervision
Houston Community College
Houston01-2020
Skills
- Tax Software Support
- Technical troubleshooting
- Data Analysis
- Inbound assistance
- Chat assistance
- Knowledge Articles
- Interpersonal Communication
Knowledge And Skills
- Chat Support
- Troubleshooting
- Interpersonal Communication
- Inbound Support
- Feedback/Surveys
- Knowledge Articles
Timeline
Remote Tax Suport Specialist
TurboTax
01.2026 - Current
Technical Support Rep
ADT
02.2023 - Current
Fraud Analyst
Genpact
06.2021 - 01.2022
Technical Support Rep
Norwex
02.2017 - 12.2017
Associate of Business Management - Human Resources, Business Ethics, Business Law, and Supervision
Houston Community College