Ayisha Carlisle
Lansing,MI
Summary
Remote Customer Service and Technical Support professional with 10+ years of experience assisting customers in high-volume call center environments. Skilled in phone, chat, and email support with a strong ability to troubleshoot technical issues, resolve account concerns, and guide customers step-by-step to solutions. Experienced supporting healthcare members, benefits inquiries, device troubleshooting, and service issues while maintaining empathy, accuracy, and HIPAA-level confidentiality. Recognized for strong communication, problem solving, and consistently delivering positive customer experiences in remote environments.
Overview
3
3
years of professional experience
Work History
Customer Service Associate
Retail Customer Service
- Delivered face-to-face customer service resolving product, billing, and service questions.
- Handled cash transactions, account inquiries, and customer concerns professionally.
- Built strong communication and conflict-resolution skills in fast-paced environments.
- Previous Experience
Customer Service Representative
Fortuna BMC
01.2023 - 06.2023
- Handled high-volume inbound calls assisting customers with billing, account questions, and service concerns.
- Resolved issues efficiently while maintaining a positive, empathetic customer experience.
- Documented detailed notes and case updates in CRM systems to ensure accurate records and follow-up.
- Collaborated with internal teams to escalate complex issues and ensure timely resolution.
- Maintained strong performance metrics including call quality, productivity, and customer satisfaction.
- Remote
Technical Support Agent
Asurion
04.2021 - 06.2023
- Provided technical troubleshooting for smartphones, apps, and connectivity issues.
- Guided customers through step-by-step device diagnostics, resets, and software troubleshooting.
- Explained technical solutions clearly to customers with varying levels of technical knowledge.
- Documented support cases and solutions thoroughly for quality assurance and tracking.
- Maintained high customer satisfaction through efficient problem resolution and professional communication.
- Remote
Customer Service Representative
Michigan Unemployment Insurance Agency
09.2020 - 04.2021
- Assisted claimants with unemployment applications, account access issues, and benefits questions.
- Researched policies and claim information to resolve eligibility and payment concerns.
- Handled sensitive personal information with strict confidentiality and accuracy.
- Provided empathetic customer support during high-volume call periods.
- Remote
Education
General Education Coursework
Lansing Community College
Lansing, MIHigh School Diploma - undefined
Everett High School
Lansing, MISkills
Remote Customer Support (Phone, Chat, Email)
Healthcare Member & Benefits Support
Technical Troubleshooting (Devices & Applications)
Call Center Operations & High Call Volume
CRM Systems & Case Documentation
HIPAA Awareness & Data Privacy
Customer De-escalation & Conflict Resolution
Account & Billing Issue Resolution
Customer Education & Guided Support
Team Collaboration & Performance Metrics
Additional Qualifications
- 10+ years customer service experience
- Experienced working remotely and independently
- Comfortable using multiple systems while assisting customers
- Strong typing, documentation, and multitasking abilities
Personal Information
Title: Remote Customer Service and Technical Support professional
Timeline
Customer Service Representative
Fortuna BMC
01.2023 - 06.2023
Technical Support Agent
Asurion
04.2021 - 06.2023
Customer Service Representative
Michigan Unemployment Insurance Agency
09.2020 - 04.2021
Customer Service Associate
Retail Customer Service
General Education Coursework
Lansing Community College
High School Diploma - undefined
Everett High School