Shanequá R Fraser
LAUDERDALE LAKES,USA
Summary
Managed daily customer engagement initiatives aimed at improving satisfaction ratings while maintaining established response-time compliance.
Overview
8
8
years of professional experience
Work History
Customer Service Representative | Freelance
Upwork & Remote Contract Work
2021.01 - Current
- Provide remote customer support services to businesses in e-commerce, technology, healthcare, financial services, and professional consulting industries.
- Responsibilities
- Handle customer inquiries through live chat, email, and phone support.
- Resolve billing issues, account concerns, refund requests, and service inquiries.
- Manage customer records and update account information within CRM systems.
- Process orders, cancellations, exchanges, and returns accurately.
- Respond to customer tickets while maintaining service-level agreements (SLAs).
- Assist customers with troubleshooting website, login, and platform issues.
- Conduct follow-up communications to ensure issue resolution and customer satisfaction.
- Escalate complex issues to appropriate departments while maintaining ownership of customer cases.
- Maintain detailed documentation of customer interactions and resolutions.
- Key Results
- Maintained a 95%+ customer satisfaction rate.
- Managed an average of 75–120 customer interactions per day.
- Achieved first-response times under 15 minutes for live chat inquiries.
- Resolved over 85% of customer issues during first contact.
- Consistently received positive client feedback for professionalism and communication.
Customer Support Specialist
Remote Operations Team
2018.01 - 2021.01
- Supported customers through multiple communication channels while ensuring efficient resolution of service-related concerns.
- Responsibilities
- Assisted customers with account access, billing questions, and product information.
- Managed high-volume inbound communications.
- Updated customer profiles and maintained accurate records.
- Investigated complaints and coordinated resolutions.
- Supported retention efforts through proactive customer engagement.
- Assisted management with reporting and customer feedback analysis.
- Achievements
- Reduced average ticket resolution time by 25%.
- Maintained quality assurance scores above 95%.
- Recognized for excellent customer service and reliability.
Education
High School Diploma / GED - undefined
Skills
- Customer Support
- Live Chat Support
- Email Support
- Inbound & Outbound Calls
- CRM Management
- Ticket Resolution
- Customer Retention
- Account Management
- Order Processing
- Billing Support
- Technical Support
- Administrative Assistance
- Data Entry
- Calendar Management
- Microsoft Office Suite
- Google Workspace
- Salesforce
- Zendesk
- Freshdesk
- HubSpot
- Slack
- Zoom
- Microsoft Teams
- Salesforce CRM
- Shopify
- Gorgias
- Microsoft Office
- RingCentral
- Aircall
- Asana
- Trello
Websites
Accomplishments
- Managed 3,000+ customer support interactions monthly.
- Consistently exceeded client response-time expectations.
- Improved customer retention through proactive issue resolution.
Upwork Profile Title
Top-Rated Customer Service Specialist | Live Chat | Email Support | Phone Support | CRM Expert
Upwork Profile Overview
I help businesses retain customers, resolve issues quickly, and provide exceptional support experiences. With over 5 years of remote customer service experience, I specialize in live chat, email support, phone support, CRM management, ticket handling, and customer retention. I am reliable, detail-oriented, and committed to delivering professional service that reflects positively on your brand. Whether you need ongoing customer support, virtual assistance, or help managing customer inquiries, I am ready to contribute immediately.
Languages
English
Native or Bilingual
Timeline
Customer Service Representative | Freelance
Upwork & Remote Contract Work
2021.01 - Current
Customer Support Specialist
Remote Operations Team
2018.01 - 2021.01