Erin Jones
Fort Worth
Summary
Customer Service and Technical Support Specialist with 8+ years of experience delivering high-quality support via live chat and phone. Proven ability to troubleshoot technical issues, resolve customer concerns efficiently, and maintain high customer satisfaction ratings. Skilled in CRM systems, multitasking across multiple chat sessions, and meeting performance metrics in fast-paced support environments. Reliable, detail-oriented, and committed to providing excellent customer experiences.
Overview
11
11
years of professional experience
2014
2014
years of post-secondary education
Work History
Technical Support Specialist
Teleperformance USA
08.2023 - 01.2025
- • Provided Tier 1 technical support via live chat for device, software, and connectivity issues• Diagnosed and resolved technical problems using structured troubleshooting processes• Guided customers step-by-step through solutions to restore functionality• Documented customer interactions accurately within CRM systems• Met and exceeded performance metrics including response time and customer satisfaction
Tax Advisor ( Chat Support )
Foundever
Fort Worth
12.2021 - 07.2023
- Assisted customers with account access, filing issues, and platform navigation via chat• Simplified complex information into clear, easy-to-understand guidance• Managed multiple chat sessions simultaneously in a fast-paced environment• Maintained accuracy, compliance, and service quality standards
Customer Service Representative
CVS Pharmacy
07.2019 - 12.2021
- • Provided customer support for account, billing, and product inquiries• Resolved customer issues while maintaining professionalism and satisfaction• Documented interactions and resolutions in company systems
Collections Agent
Td Chrysler Auto Finance
07.2014 - 05.2017
- • Managed 200+ inbound and outbound calls daily• Negotiated payment arrangements and resolved account issues• De-escalated difficult customer situations professionally• Maintained accurate and detailed account records
Education
North Crowley High School
Fort Worth, TxSkills
Live Chat Support
Technical Troubleshooting
Customer Service & Account Support
CRM & Ticketing Systems
Billing & Order Support
Conflict Resolution & De-escalation
Multitasking & Time Management
Written Communication
Performance Metrics (KPIs)
Problem Solving
Timeline
Technical Support Specialist
Teleperformance USA
08.2023 - 01.2025
Tax Advisor ( Chat Support )
Foundever
12.2021 - 07.2023
Customer Service Representative
CVS Pharmacy
07.2019 - 12.2021
Collections Agent
Td Chrysler Auto Finance
07.2014 - 05.2017
North Crowley High School