Lea Linder
Mesa,AZ
Summary
Experienced and dedicated Remote Customer Support and Chat Specialist with over 10 years of proven success delivering empathetic, efficient service across live chat, email, and phone channels. Known for exceeding customer satisfaction benchmarks, and contributing to customer retention and brand loyalty. Skilled in CRM tools, troubleshooting, and first-contact resolution. Excels in remote work environments, is self-motivated, and is responsive, with a strong focus on customer and client success, and process improvement.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Faneuil
Mesa, AZ
01.2019 - 09.2021
- Delivered empathetic and solutions-driven support to 75+ utility customers daily across phone, chat, and email channels.
- Maintained a customer satisfaction rating of 4.8/5, consistently exceeding team benchmarks for service excellence.
- Achieved a sub-2-minute average response time for non-urgent chat and email inquiries, contributing to SLA compliance and high CSAT scores.
- Resolved billing, account, and service issues accurately while maintaining professionalism and customer trust in a fully remote environment.
- Documented all interactions in CRM systems with precision, supporting team collaboration and service continuity.
Customer Service & Sales Support Lead
Demand Marketing Solutions
Mesa, AZ
04.2018 - 11.2018
- Provide multi-channel support (live chat, email, and phone) to B2B and B2G clients, efficiently handling 25+ inquiries daily.
- Responded to technical and general product questions, guiding clients toward resolution with professionalism and speed.
- Supported remote teams by managing shared calendars and coordinating virtual product demo sessions across time zones.
- Maintained consistent and timely communication with clients, contributing to ongoing engagement and satisfaction.
- Ensured clear and accurate documentation in CRM platforms to support remote team visibility and continuity.
Customer Care & Remote Support Specialist
Televerde
Goodyear, AZ
11.2010 - 01.2018
- Supported the healthcare industry and sales representatives in a high-volume call center environment, delivering high-quality customer support via inbound chat, email, and phone channels.
- Resolved complex service issues, escalating only when necessary and ensuring first-contact resolution in the majority of cases.
- Contributed to a 33% improvement in customer retention through clear, responsive, and empathetic communication.
- Oversaw CRM data entry and ensured all customer interactions were accurately logged to support cross-functional collaboration.
- Coached and mentored new support staff in best practices for communication, documentation, and customer experience standards.
- Frequently recognized for reliability, independence, and strong contributions to team performance.
Education
Some College (No Degree) - Chemical Dependency Counselor
Maricopa Community Colleges, Rio Salado Community College
Tempe, AZSkills
- Remote Customer Support
- Live Chat Support
- Email Support
- First Contact Resolution (FCR)
- SLA Compliance
- Quality Assurance
- Technical Troubleshooting
- Billing Support
- Virtual Team Collaboration
- Internal Communication
- Multi-channel communication
- Data Entry Accuracy
- Customer-Service Centric
- Empathetic
TECHNICAL TOOLS & PLATFORMS
- CRM & Ticketing Systems: Zendesk, Salesforce, Freshdesk, HubSpot CRM
- Communication Tools: Slack, Microsoft Teams, Zoom, RingCentral
- Productivity & Collaboration: Google Workspace (Docs, Sheets, Gmail), Microsoft Outlook, Microsoft Word
- Live Chat Platforms: Intercom, LiveChat
- Knowledge Base & Help Center Software
Timeline
Customer Service Representative
Faneuil
01.2019 - 09.2021
Customer Service & Sales Support Lead
Demand Marketing Solutions
04.2018 - 11.2018
Customer Care & Remote Support Specialist
Televerde
11.2010 - 01.2018
Some College (No Degree) - Chemical Dependency Counselor
Maricopa Community Colleges, Rio Salado Community College
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