Shelly Chariah
Sterling Heights
Summary
Customer Support Specialist with 10+ years of experience delivering exceptional customer service across transportation, logistics, healthcare, and technical support environments. Skilled in resolving customer concerns through phone, email, and chat support while maintaining professionalism, empathy, and urgency. Experienced in Salesforce CRM, case documentation, troubleshooting, delivery support, and cross-functional collaboration. Proven ability to thrive in fast-paced remote environments, manage multiple priorities, and provide high-quality customer experiences that drive satisfaction and retention.
Overview
12
12
years of professional experience
Work History
Technical Support Expert
Concentrix
Remote, MI
12.2024 - Current
- Provide phone, chat, and remote support to customers, resolving software installation, navigation, and technical issues.
- Troubleshoot customer concerns efficiently while maintaining a positive customer experience.
- Utilize Salesforce CRM to accurately document customer interactions, resolutions, and follow-up actions.
- Collaborate with internal teams to resolve complex issues and improve service delivery.
Patient Engagement Specialist
Pleio
Remote, MI
12.2023 - 07.2024
- Delivered outbound customer support and education while building rapport through active listening and empathetic communication.
- Resolved client concerns promptly, contributing to increased engagement and satisfaction.
- Documented customer interactions accurately and maintained compliance with company procedures.
- Assisted individuals in making informed decisions by providing clear information and support.
Senior Living Advisor
Working Solutions
Remote, MI
02.2022 - 08.2023
- Assisted customers and families through complex service decisions, successfully supporting over 200 household placements.
- Maintained detailed customer records and managed follow-up communications to ensure seamless service experiences.
- Coordinated with consultants and external partners to resolve customer needs efficiently.
- Delivered exceptional customer experiences through effective communication and problem-solving.
Export Agent
Lufthansa Delta Global Services
Jamaica, NY
02.2018 - 01.2019
- Coordinated logistics operations involving over 500 tons of cargo monthly.
- Monitored shipment status and ensured compliance with transportation regulations.
- Worked with multiple departments to resolve operational issues and maintain service quality.
Customer Service Representative
TGT Transportation
Valley Stream, NY
03.2016 - 02.2018
- Responded to more than 100 customer inquiries daily via phone and email regarding shipments, deliveries, and service requests.
- Monitored shipment activity and proactively addressed delivery issues to ensure timely resolution.
- Investigated and resolved customer concerns while maintaining high levels of customer satisfaction.
- Collaborated with operations teams to improve communication and delivery performance.
Import Cargo Agent
Alliance Ground International
Jamaica, NY
10.2014 - 03.2016
- Managed customer inquiries related to cargo shipments and delivery concerns.
- Investigated shipment discrepancies and coordinated resolutions with internal teams.
- Improved response times and increased recovery rates for lost merchandise by 30%.
- Maintained accurate shipment records and communicated updates to customers.
Education
High School Diploma -
High School For Environmental Studies
New York, NY06-2009
Skills
- Customer Support
- Phone, Email & Chat Support
- Salesforce CRM
- Customer Experience Management
- Active Listening
- Problem Resolution
- Troubleshooting
- Case Documentation
- Escalation Management
- Logistics & Delivery Support
- Cross-Functional Collaboration
- Remote Work
- Time Management
- Multitasking
- Conflict Resolution
- Customer Retention
- Process Improvement
- Data Accuracy
- Relationship Building
Timeline
Technical Support Expert
Concentrix
12.2024 - Current
Patient Engagement Specialist
Pleio
12.2023 - 07.2024
Senior Living Advisor
Working Solutions
02.2022 - 08.2023
Export Agent
Lufthansa Delta Global Services
02.2018 - 01.2019
Customer Service Representative
TGT Transportation
03.2016 - 02.2018
Import Cargo Agent
Alliance Ground International
10.2014 - 03.2016
High School Diploma -
High School For Environmental Studies