Gabrielle Thompson
Orlando,FL
Summary
Customer Support Specialist with 3+ years of experience in high-volume contact centers and technical support environments. Proven ability to troubleshoot hardware and software issues, resolve complex customer concerns, and maintain high QA performance (up to 98%). Skilled in CRM systems, multi-channel support (phone, chat, email, Zoom), and delivering exceptional customer experiences. Adept at problem-solving, cross-functional collaboration, and remote support operations.
Overview
6
6
years of professional experience
Work History
Customer Support Specialist (Tier 1 Technical Support)
Protect Animals With Satellites
Remote
08.2025 - 03.2026
- Delivered Tier 1 technical support for GPS-enabled pet collar devices, troubleshooting both hardware and software/account-related issues
- Assisted customers across phone, live chat, email, and Zoom, ensuring timely and accurate issue resolution
- Guided customers through account setup, subscription enrollment, and device activation processes
- Educated customers on product features, functionality, and best practices to improve user experience
- Achieved QA performance scores up to 98%, exceeding the 90% benchmark
- Documented all customer interactions and resolutions within CRM systems, maintaining accuracy and compliance
- Identified recurring issues and escalated complex cases to appropriate internal teams
- Conducted follow-ups to ensure full resolution and customer satisfaction
- Halo Collar
Admissions Representative (Customer Experience Focus)
First Institute
Orlando, FL
07.2024 - 12.2024
- Assisted prospective students throughout the admissions process via phone and email communication
- Scheduled appointments and maintained consistent follow-ups to improve engagement and conversion rates
- Managed student records and application data using CRM platforms
- Provided accurate program information while maintaining a high level of professionalism and responsiveness
- Collaborated with internal teams to ensure smooth enrollment processes
Technical Support Specialist / Team Lead
Asurion
Orlando, FL
11.2023 - 06.2024
- Delivered front-line technical support for internet and video services in a high-volume call center environment
- Maintained an 83% customer satisfaction rating while handling complex technical issues
- Supervised and coached a team of 10+ agents, providing performance feedback and training
- Managed ticket queues and ensured timely resolution of customer issues
- Led team huddles and contributed to workflow improvements for increased efficiency
Customer Service Manager
VacationVIP
Orlando, FL
05.2022 - 10.2023
- Managed daily customer service operations, including escalations and service quality assurance
- Improved workflow efficiency and reduced response times by 27% through SOP optimization
- Developed training materials and coached staff to improve service delivery
- Monitored customer satisfaction metrics and implemented process improvements
- Oversaw CRM usage for case tracking and reporting
Retail Sales Associate / Cashier
Kate Spade New York
Orlando, FL
10.2019 - 09.2020
- Delivered personalized customer service in a fast-paced retail environment
- Processed transactions, returns, and exchanges using POS systems
- Assisted with visual merchandising and inventory management
- Resolved customer concerns while promoting products and upselling
Education
Associate of Arts - General Studies
Valencia College
08.2022
Skills
- Customer Service & Technical Support
- Technical Troubleshooting (Hardware & Software)
- CRM Platforms (Salesforce, Zendesk, Freshdesk, Gladly)
- Help Desk & Ticketing Systems
- Call Center Operations
- Multi-Channel Support (Phone, Chat, Email, Zoom)
- Issue Resolution & Escalation Management
- Performance Monitoring & QA Compliance
- Knowledge Base & SOP Development
- Microsoft Office & Google Workspace
- CRM Systems: Salesforce, Zendesk, Freshdesk, Gladly
- Productivity Tools: Microsoft Office (Word, Excel, Outlook, PowerPoint), Google Workspace
- Communication Tools: Zoom, Microsoft Teams, Slack
- Ticketing Systems & Support Logs
- Data Entry & Record Management
Timeline
Customer Support Specialist (Tier 1 Technical Support)
Protect Animals With Satellites
08.2025 - 03.2026
Admissions Representative (Customer Experience Focus)
First Institute
07.2024 - 12.2024
Technical Support Specialist / Team Lead
Asurion
11.2023 - 06.2024
Customer Service Manager
VacationVIP
05.2022 - 10.2023
Retail Sales Associate / Cashier
Kate Spade New York
10.2019 - 09.2020
Associate of Arts - General Studies
Valencia College