Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Elizabeth Hill

Houston

Summary

Detail-oriented and empathetic Customer Support Specialist with over six years of remote experience in technical troubleshooting, customer engagement, and digital support across multiple platforms. Strong background in CRM systems, live chat, cloud-based tools, and ticketing systems. Known for clear communication, problem-solving, and providing seamless customer experiences. Seeking to leverage my skills in a dynamic, growth-oriented support role.

Overview

13
13
years of professional experience

Work History

Customer Support Specialist (Tech Support)

EASE COMPANY
Remote
08.2017 - Current
  • Respond to customer inquiries via chat, email, and Slack, maintaining high service standards.
  • Use Zendesk, Jira, and internal CRM tools to manage and resolve support tickets.
  • Assist customers with API and software integrations, documenting issues, and tracking progress.
  • Coordinate with internal teams via Slack and Zoom to escalate and resolve technical problems.
  • Developed video training, articles, and a self-service knowledge base for clients.
  • Implemented service process improvements based on customer feedback and team collaboration.
  • Maintained detailed records of customer interactions for tracking and analysis.

Customer Support Representative (Team Lead)

ALORICA- Escalations
08.2015 - 08.2017
  • Led a team in handling escalated support cases across email and phone channels.
  • Used de-escalation techniques to manage sensitive customer issues with professionalism.
  • Processed prior authorizations and handled complex support cases with a solutions-driven mindset.
  • Coached the team on communication best practices and conflict resolution.

Customer Service Representative- Life Policies

MASS MUTUAL
Humble
10.2012 - 08.2015
  • Provided support for whole life and term life insurance customers via phone and email.
  • Educated policyholders on benefits, investment options, and payouts.
  • Initiated death claims, processed payments, and explained deductibles/copay plans.
  • Utilized multiple systems for efficient case handling and maintaining call quality metrics.

Education

Associate in business management -

Houston Community College
Houston, TX
05.2020

High School Diploma -

North Forest High School
Houston, TX
06-2007

Skills

  • Customer Relationship Management (CRM)
  • Help Desk and Technical Support
  • Live chat and email communication
  • Zendesk Jira Salesforce Trello
  • API Troubleshooting and SaaS Platforms
  • Digital Collaboration Tools (Slack, Zoom, Google Workspace)
  • Problem Solving and De-escalation
  • Ticketing and Issue Resolution
  • Empathy and active listening
  • Documentation and Knowledge Base Management

Websites

Timeline

Customer Support Specialist (Tech Support)

EASE COMPANY
08.2017 - Current

Customer Support Representative (Team Lead)

ALORICA- Escalations
08.2015 - 08.2017

Customer Service Representative- Life Policies

MASS MUTUAL
10.2012 - 08.2015

Associate in business management -

Houston Community College

High School Diploma -

North Forest High School

Similar Profiles

CREATE PROFILE