FRANCES CAWEILAND
Chicago,IL
Summary
Customer Support Specialist with 10+ years of experience supporting users in high-volume, remote environments, including transportation and non-emergency medical services. Known for empathetic communication, meticulous documentation, and effective issue resolution across chat, phone, email, and SMS channels.
Experienced in policy adherence, account compliance, and cross-departmental coordination. Motivated by mission-driven work and roles centered on advocacy, access, and service delivery
Overview
10
10
years of professional experience
Work History
REMOTE CUSTOMER SUPPORT REPRESENTATIVE
Lugg
12.2023 - 05.2025
- Served as first point of contact for customers and drivers via chat, email, and SMS.
- Resolved pricing, policy, and service issues while maintaining detailed case documentation.
- Investigated driver-related issues in collaboration with Operations, including compliance and disciplinary actions.
- De-escalated customer complaints through clear communication and solution-oriented troubleshooting.
- Escalated recurring issues and customer feedback to internal teams to support service improvements.
REMOTE SUPPORT SPECIALIST
Wingz, Inc.
11.2021 - 10.2023
- Provided multi-channel support (phone, chat, email, text, social media) to riders and drivers.
- Supported non-emergency medical transportation users, prioritizing accuracy, empathy, and reliability.
- Managed reservations, quotes, transfers, and account updates within internal systems.
- Resolved billing and payment issues while ensuring account and driver compliance.
- Assisted with driver onboarding, training, and ongoing support.
- Edited and maintained internal support manuals and help articles.
- Contributed to the development and refinement of company policies and procedures.
FRONT DESK RESERVATIONS AGENT
M&M Limousine Services
10.2015 - 10.2019
- Responded to customer inquiries regarding rates, policies, and services.
- Maintained detailed client records and transportation orders using HubSpot CRM.
- Supported sales and dispatch teams through accurate documentation and coordination.
- Served as primary point of contact for multiple group accounts.
- Assisted in developing a formal complaint reporting procedure.
- Improved vehicle touring and customer interaction policies.
- Responded to public customer inquiries on Yelp on behalf of company leadership.
Skills
- Customer & Constituent Support (Remote)
- Written & Verbal Communication
- Case Documentation & Recordkeeping
- Complaint Resolution & De-escalation
- Account & Compliance Management
- Policy Interpretation & Application
- Cross-Functional Coordination
- CRM & Support Tools (Chat, Email, SMS, Phone)
Timeline
REMOTE CUSTOMER SUPPORT REPRESENTATIVE
Lugg
12.2023 - 05.2025
REMOTE SUPPORT SPECIALIST
Wingz, Inc.
11.2021 - 10.2023
FRONT DESK RESERVATIONS AGENT
M&M Limousine Services
10.2015 - 10.2019