Summary
Overview
Work History
Education
Skills
Timeline
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Dury Ayers

Livingston,TX

Summary

Friendly, solutions-oriented customer support professional with 5+ years of experience resolving complex customer issues via phone, email, and live chat. Adept at multitasking, troubleshooting, and de-escalating concerns in fast-paced virtual environments. Committed to delivering exceptional customer experiences, improving loyalty, and supporting business goals through empathy, critical thinking, and clear communication.

Overview

16
16
years of professional experience

Work History

Remote Customer Service Representative

World Travel Holdings
01.2022 - Current
  • Deliver high-level customer support for vacation and cruise bookings across multiple platforms
  • Respond to inbound calls and emails to assist with payments, cancellations, travel changes, and policy questions
  • Navigate internal reservation systems to review, modify, and troubleshoot client accounts
  • Communicate complex travel policies in clear, customer-friendly language
  • Handle escalations with professionalism and empathy, focusing on de-escalation and resolution
  • Collaborate cross-functionally with vendors, internal departments, and travel partners to resolve issues quickly
  • Maintain accurate records and case notes using CRM and internal ticketing systems
  • Manage multiple chats and calls simultaneously in a fast-paced, high-volume environment

Remote Customer Service Associate

Amazon
01.2020 - 01.2021
  • Provided customer service via phone and chat, resolving issues related to orders, payments, returns, and account concerns
  • Accurately documented customer interactions and action steps in Amazon's CRM system
  • Maintained a calm and empathetic tone while managing high-volume customer interactions during peak seasons
  • Resolved escalated complaints with professionalism, contributing to high customer satisfaction scores
  • Applied troubleshooting techniques to resolve delivery and product-related concerns quickly
  • Adapted to daily workflow changes and shifting departmental needs in a remote environment

Client Services Representative

Financial Solutions Credit Services
01.2010 - 01.2020
  • Handled sensitive credit and financial account information with professionalism and confidentiality
  • Assisted clients with credit disputes, payment plans, and account resolution via phone and email
  • Educated customers on credit repair services and guided them through enrollment and document processing
  • Maintained accurate and timely documentation of client interactions and compliance forms
  • Used CRM and financial software tools to manage daily workflow and follow-up tasks
  • Ensured full compliance with federal and state financial regulations while delivering excellent customer service

Education

Bachelor of Science - Computer Science

Southern New Hampshire University
Manchester, NH
05.2027

Skills

  • Customer Service & Retention
  • Order & Issue Resolution
  • Live Chat / Phone / Email Support
  • Escalation Handling & De-escalation
  • Multitasking Across Platforms
  • Office 365 (Word, Excel, Outlook, PowerPoint)
  • CRM & Ticketing Systems
  • Typing Speed: 40 WPM
  • Remote Collaboration Tools (Zoom, Teams)

Timeline

Remote Customer Service Representative

World Travel Holdings
01.2022 - Current

Remote Customer Service Associate

Amazon
01.2020 - 01.2021

Client Services Representative

Financial Solutions Credit Services
01.2010 - 01.2020

Bachelor of Science - Computer Science

Southern New Hampshire University

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Dury Ayers