Katriel Dowler
Charleston,SC
Summary
Customer Support Specialist with over 9 years of experience delivering exceptional customer experiences in fast-paced, customer-focused environments. Proven expertise in technical support, customer escalations, knowledge base documentation, quality assurance, and cross-functional collaboration. Skilled at identifying process improvements, resolving complex issues, and translating customer feedback into actionable product and operational enhancements. Recognized for strong communication, attention to detail, and the ability to build efficient support processes while consistently exceeding customer satisfaction and service level expectations.
Overview
9
9
years of professional experience
Work History
Tier 3 Support Specialist
MassageBook
10.2021 - Current
- In my current (remote) role, I assist our customers and my teammates in the following ways:
- Respond to customer inquiries and escalations via email, live chat, and phone while maintaining high customer satisfaction and SLA standards
- Write, edit, and maintain internal and public-facing help center articles, support documentation, and team macros
- Train and onboard new support team members on communication standards, tone, workflow expectations, and best practices for chat and email support
- Perform weekly quality assurance reviews of support tickets to identify knowledge gaps, improve team performance, and track customer experience trends
- Lead and execute short-term operational projects, including churn reduction initiatives, customer re-engagement campaigns, pricing escalation management, and fraud prevention efforts
- Document, organize, and escalate product and support-related bugs to engineering and development teams; perform testing and reproduce issues to support resolution efforts
- Collaborate cross-functionally with internal teams to communicate customer pain points, identify process improvements, and support operational efficiency
Shift Manager
Starbucks
05.2017 - 10.2021
- My responsibilities at Starbucks included:
- Directed daily shift operations by assigning tasks, coordinating breaks and training, and ensuring smooth store performance against operational goals and service standards
- Trained and coached new baristas and shift supervisors on customer service, workflow efficiency, and company standards
- Managed customer and employee escalations professionally to maintain a positive and welcoming environment
- Oversaw inventory ordering, product receiving, cash handling, and daily/weekly financial reconciliation tasks
- Supported high-volume operations while maintaining strong communication, organization, and team coordination
Education
B.S. - Computer Science
Louisiana State University - Alexandria
05-2029
Skills
- Customer service
- Remote support
- Technical troubleshooting and escalation handling
- Quality assurance and trend analysis
- SLA and CSAT compliance
- Teamwork and collaboration
- Zendesk
- Microsoft Office and Slack
- JIRA
- SendGrid / Twilio
- Square and Stripe Card Processing
- SQL
Timeline
Tier 3 Support Specialist
MassageBook
10.2021 - Current
Shift Manager
Starbucks
05.2017 - 10.2021
B.S. - Computer Science
Louisiana State University - Alexandria