Miya Pettway
Calera
Summary
Empathetic and detail-oriented Customer Experience professional with 3+ years of remote support experience across chat, phone, and email channels. Proven ability to resolve high-volume inquiries with accuracy, clarity, and care in dynamic environments. Adept at translating complex processes into accessible solutions, managing support queues, and maintaining high customer satisfaction. Committed to continuous learning, cross-functional collaboration, and improving access to essential services. Supported customers via Microsoft Teams and CRM platforms with electric vehicle inquiries, service support, and technical troubleshooting. Explained complex system processes and warranty policies in an accessible, customer-friendly way. Logged interactions for data accuracy and follow-through, often assisting other advisors with policy clarifications. Collaborated with internal teams to identify and resolve recurring customer issues. Provided real-time chat and email support for FanDuel users, assisting with account issues, promotions, and platform navigation. Managed backlog cases and escalations using Excel and internal tools, ensuring timely and thorough resolution. Maintained tone-appropriate communication and accurate records across a high-volume ticket queue. Recognized for clarity in written communication and ability to remain calm in fast-paced settings. Delivered inbound phone support for one of the largest U.S. utility companies, resolving billing issues, service disruptions, and account concerns. Documented all customer interactions in internal systems with a focus on accuracy and compliance. Applied empathetic communication in stressful situations, supporting customers during power outages and payment hardships. Balanced speed and quality to meet daily performance metrics in a structured, deadline-driven environment.
Overview
4
4
years of professional experience
Work History
Remote Chat Advisor
Reliance One
05.2024 - 06.2025
- Company Overview: Client, General Motors
- Supported customers via Microsoft Teams and CRM platforms with electric vehicle inquiries, service support, and technical troubleshooting.
- Explained complex system processes and warranty policies in an accessible, customer-friendly way.
- Logged interactions for data accuracy and follow-through, often assisting other advisors with policy clarifications.
- Collaborated with internal teams to identify and resolve recurring customer issues.
- Client, General Motors
Chat Support Representative
Support Services Group
09.2022 - 03.2024
- Company Overview: Client, Fanduel
- Provided real-time chat and email support for FanDuel users, assisting with account issues, promotions, and platform navigation.
- Managed backlog cases and escalations using Excel and internal tools, ensuring timely and thorough resolution.
- Maintained tone-appropriate communication and accurate records across a high-volume ticket queue.
- Client, Fanduel
Customer Service & Documentation Representative
Alorica Inc.
01.2021 - 01.2022
- Company Overview: Client, Duke Energy
- Delivered inbound phone support for one of the largest U.S. utility companies, resolving billing issues, service disruptions, and account concerns.
- Documented all customer interactions in internal systems with a focus on accuracy and compliance.
- Applied empathetic communication in stressful situations, supporting customers during power outages and payment hardships.
- Balanced speed and quality to meet daily performance metrics in a structured, deadline-driven environment.
- Client, Duke Energy
Education
Bachelor's Degree - Apparel Design
The University of Alabama
12.2020
Skills
- Live Customer Support(Chat, Email, and Phone)
- Empathetic Communication
- CRM Tools (Salesforce and Zendesk)
- Workflow Troubleshooting and Escalation
- Data Entry and Documentation Accuracy
- Knowledge Base Navigation
- Time Management
- Process Adherence
- Empathetic
- Clear and professional verbal & written communication
- Critical Thinking
- Multitasking
- Team Player
Timeline
Remote Chat Advisor
Reliance One
05.2024 - 06.2025
Chat Support Representative
Support Services Group
09.2022 - 03.2024
Customer Service & Documentation Representative
Alorica Inc.
01.2021 - 01.2022
Bachelor's Degree - Apparel Design
The University of Alabama
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