Sherria Revere
Stockbridge,GA
Summary
Product and Technical Support professional with more than a decade of experience supporting SaaS platforms, insurance operations, and service-based environments. Skilled in owning ticket queues, troubleshooting system issues, supporting integrations, and maintaining strict SLA
performance standards.
Brings a balanced approach of analytical problem solving and clear, customer-focused communication. Experienced in high-volume support environments, managing escalations, validating system fixes, improving workflows, and ensuring CRM accuracy. Works independently with strong accountability while collaborating effectively with Product, Engineering, and Operations teams to improve performance and customer outcomes.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Two Men And A Truck
Dunwoody, GA
10.2025 - Current
- Handle 40–60+ inbound sales calls and digital inquiries daily in a fast-paced environment with consistent service accuracy.
- Coordinate scheduling, estimates, and operational logistics for residential and business clients to ensure accurate service delivery.
- Resolve customer concerns while reinforcing brand trust and retention.
- Maintain detailed documentation to support field team execution, punctuality, and service continuity.
Customer Success Specialist
Simplepart
Atlanta, GA
06.2022 - 04.2025
- Managed full-cycle SaaS support, resolving 30–50+ daily tickets across phone, chat, and email.
- Diagnosed and resolved platform issues related to functionality, permissions, integrations, and configuration.
- Maintained over 95% SLA adherence through structured follow-up and proactive communication.
- Performed root cause analysis, reproduced system bugs, and worked with Product and Engineering to confirm issue resolution.
- Reduced repeat ticket volume by strengthening documentation and improving user guidance.
- Participated in 24/7 rotational support coverage, ensuring accountability and operational continuity.
Customer Support Specialist
Brandwatch - Remote
London, England
10.2020 - 05.2022
- Delivered enterprise-level support for analytics and reporting platforms.
- Led onboarding sessions to drive detailed customer adoption, product proficiency, and revenue.
- Documented and escalated complex technical issues with clear reproducibility steps.
- Enhanced internal knowledge resources to reduce resolution time and improve team efficiency.
Senior Customer Care Specialist
Wayfair - Remote
Boston, MA
01.2020 - 05.2022
- Managed high-volume post-order casework while meeting productivity and SLA standards.
- Resolved escalations through policy interpretation, negotiation, and solution-based communication.
- Utilized multiple internal systems to ensure compliance, accurate case documentation, and detailed service.
Auto Claims Specialist
State Farm Insurance
Atlanta, GA
04.2016 - 10.2019
- Investigated and resolved complex auto claims in compliance with regulatory guidelines and company policy.
- Assessed liability, verified coverage, and negotiated settlements within designated authority limits.
- Managed escalated cases requiring detailed documentation and careful customer communication.
Skills
- Product & Technical Support
- SaaS Support Operations
- Customer Experience Optimization
- Case Management & Escalation Handling
- SLA Performance & Quality Metrics
- Root Cause Analysis & Issue Resolution
- QA Validation & Bug Reporting
- CRM Data Management
- Client Onboarding & User Training
- Process Improvement
- Cross-Functional Collaboration
- Multichannel Support (Phone, Email, Chat, Remote)
Timeline
Customer Service Representative
Two Men And A Truck
10.2025 - Current
Customer Success Specialist
Simplepart
06.2022 - 04.2025
Customer Support Specialist
Brandwatch - Remote
10.2020 - 05.2022
Senior Customer Care Specialist
Wayfair - Remote
01.2020 - 05.2022
Auto Claims Specialist
State Farm Insurance
04.2016 - 10.2019