Summary
Overview
Work History
Education
Skills
Websites
Interests
Certifications And Technical Readiness
Certification
References
Timeline
Generic
Tymia S. Roberson

Tymia S. Roberson

Savannah,GA

Summary

Customer success and support professional with over 5 years of experience in remote-first environments, specializing in live chat, onboarding, issue resolution, and CRM systems. Proven ability to guide users through complex processes via Zoom and email, with empathy and efficiency. Adept in queue-based support, escalation handling, and internal documentation across cross-functional teams. Currently expanding fintech and crypto knowledge to align with global digital banking standards.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Executive Assistant

Critz BMW
Savannah, GA
05.2021 - Current
  • Provided client-facing support and internal scheduling assistance to senior management.
  • Onboarded new clients via Zoom walkthroughs; reduced onboarding time by 30%.
  • Monitored inbound requests and ticket backlog, ensuring SLA compliance and proper documentation.
  • Assisted with remote internal communications and dashboard reporting across departments.

Remote Customer Service Advisor

AT&T (CT South)
Remote
03.2019 - 12.2023
  • Responded to 85-100+ customer requests weekly across email, chat, and virtual calls.
  • Provided onboarding assistance, troubleshooting, and service navigation through remote support.
  • Handled escalations and billing discrepancies independently; ensured clear case tracking in CRM.
  • Collaborated with virtual teams using Slack, shared Google Docs, and time-tracking platforms.

Management Trainee

Enterprise Rent-A-Car
Vidalia, GA
08.2018 - 05.2020
  • Rotated through service, operations, and HR tracks in a structured development program.
  • Facilitated customer onboarding and service recovery with a 98% satisfaction rate.
  • Trained peers on CRM usage and escalation handling practices.

Roadside Assistance Supervisor / Team Lead (Remote)

ONBrand24 / MCI
Remote
01.2016 - 08.2019
  • Supervised a virtual team of 7 agents; enforced resolution timelines and response quality.
  • Managed service queues and resolved escalated cases; documented in CRM with accuracy.
  • Supported new agent onboarding and remote training via Zoom and digital resources.
  • Maintained team performance KPIs and call routing schedules using live dashboards.

Education

A.A. - Business Management

Georgia Southern University
Statesboro, GA
11.2024

Skills

  • Remote Customer Service
  • Onboarding Process Management
  • CRM Platforms
  • Ticket Queue Monitoring
  • Escalation Handling
  • Slack
  • Google Workspace
  • Jira
  • Confluence
  • Digital Support Documentation
  • Case Resolution
  • Crypto & Digital Wallet Familiarity
  • Dashboard Reporting
  • KPI Monitoring
  • Culturally Adaptable
  • International Support Ready
  • Available CET Hours
  • Weekend Coverage Ready

Interests

  • Remote team collaboration
  • Fintech and crypto onboarding
  • International support systems
  • Process improvement
  • Mental wellness in remote work

Certifications And Technical Readiness

  • Microsoft Office 365 Certified
  • OSHA & Risk Management Trained
  • Self-taught in crypto wallets, blockchain, and fintech fundamentals
  • Remote-ready: fast internet, secure device (MDM-compliant), and quiet workspace

Certification

  • Microsoft Office 365 Certified -
  • OSHA & Risk Management Trained
  • Self-taught in crypto wallets, blockchain, and fintech fundamentals
  • Remote-ready: fast internet, secure device (MDM-compliant), and quiet workspace

References

References available upon request.

Timeline

Executive Assistant

Critz BMW
05.2021 - Current

Remote Customer Service Advisor

AT&T (CT South)
03.2019 - 12.2023

Management Trainee

Enterprise Rent-A-Car
08.2018 - 05.2020

Roadside Assistance Supervisor / Team Lead (Remote)

ONBrand24 / MCI
01.2016 - 08.2019

A.A. - Business Management

Georgia Southern University

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Tymia S. Roberson