Diamond Ward
New Braunfels,TX
Summary
Experienced Remote Customer Service Professional with 11 years of proven success supporting clients across fast-paced, high-volume environments. Skilled in resolving complex issues with professionalism, empathy, and efficiency. Known for exceeding performance metrics while working independently in a fully remote setting. Technically savvy and highly organized with a passion for providing top-tier service.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative ( Remote )
Amazon
03.2019 - 03.2024
- Handle 80+ inbound inquiries daily across chat, phone, and email channels for product orders, refunds, and technical issues.
- Resolve 90% of issues during the first contact while maintaining a 97% customer satisfaction rating.
- Utilize Amazon Connect, internal CRM, and SOPs to troubleshoot order discrepancies and delivery concerns.
- Recognized for top-tier productivity and quality assurance performance.
- Trained new hires remotely and served as a peer mentor during onboarding.
Remote Customer Care Specialist
American Express
San Antonio, TX
02.2015 - 02.2019
- Provided personalized support for cardholders regarding billing, fraud alerts, and account management.
- De-escalated sensitive situations with professionalism, achieving high customer loyalty and retention rates.
- Maintained compliance with privacy/security protocols while navigating internal systems efficiently.
- Assisted in beta testing and feedback for new customer portal updates.
Customer Support Associate
Wayfair
Del Rio, TX
08.2012 - 01.2015
- Supported online shoppers with furniture orders, returns, and product recommendations via chat and email.
- Adapted quickly to remote operations and maintained consistent KPIs across platforms.
- Partnered with warehouse and shipping teams to coordinate logistics and expedite resolutions.
Education
High School Diploma -
Del Rio High School
Del Rio, TX06.2011
Skills
- Remote Customer Support (Phone, Email, Chat)
- CRM Tools: Zendesk, Salesforce, Amazon Connect
- Ticketing & Escalation Management
- Conflict Resolution & Customer Retention
- Order Processing & Billing Assistance
- Remote Collaboration (Slack, Zoom, MS Teams)
- Attention to Detail & Multitasking
- Self-Motivation & Time Management
Certification
- Remote Customer Support Fundamentals – Coursera
- Time Management for Remote Employees – LinkedIn Learning
- Zendesk Agent Certification – Udemy
Timeline
Customer Service Representative ( Remote )
Amazon
03.2019 - 03.2024
Remote Customer Care Specialist
American Express
02.2015 - 02.2019
Customer Support Associate
Wayfair
08.2012 - 01.2015
High School Diploma -
Del Rio High School