Customer Support Specialist

Greer Hill

203-***-**** • ***************@**********.*** • Bridgeport, CT

CUSTOMER SUPPORT SPECIALIST

SUMMARY

●15+ years experience as a Customer Support Specialist

●12 years fostering relationships with C-Suite executives

●7 years experience in technical support, including software testing and writing user guides

●5 years supporting mission-driven non-profit, providing educational opportunities while abating child hunger

●Supervisory experience in customer support environments, managing up to 10 employees

●Excellent writing skills, with 15+ years experience communicating via letters, emails, and chat

●Exclusive tester and liaison for inaugural chat software for Save the Children non-profit

WORK EXPERIENCE

Customer Support Advocate

Apex Foot Health – Mesa, AZ, Medical Footwear div. of Orthotics Holdings, Inc.

Aug 2021 – Dec 2022

Liaison to VA, hospitals, podiatrists, health clinics and private individuals for medical footwear company.

●Assist clinicians with both account management and with custom footwear orders in a holding company with multiple platforms and applications that were continuously expanding, upgrading and sunsetting.

●Advise and assist elderly and disabled patients in selecting correct shoe-type based on their orthotic device and their unique medical needs.

●Collaborate with multiple departments to resolve individual and ongoing problems, ensuring the best possible customer experience and improved internal operations.

●Proactively maintain data integrity of Salesforce and other databases by reviewing and analyzing both B2B and D2C accounts to detect inaccuracies and other issues.

●Work independently from remote location while actively collaborating across divisions of the company.

●Lauded for creating well-crafted email templates to prevent callbacks and to respond quickly and accurately to customer inquiries, ensuring a superior customer experience (CX).

●Required skills included prioritizing and meeting urgent deadlines; rapid problem-solving; critical thinking; use MS Office, Salesforce, and quickly become adept at a variety of applications and databases.

Business Development Specialist

Alexander Group, Inc. (AGI) – Stamford, CT

Feb 2007 – Oct 2019

Leadership Series Marketer for boutique sales management consulting firm helping Fortune 1000 operations leaders drive revenue to achieve sustainable growth.

●Perform intensive business intelligence (BI) research of target verticals to identify sales executives interested in learning how to grow their ROI, utilizing multiple online research tools and databases and MS Office products.

●Use research to conduct outreach among identified VP to C-Suite candidates (~50+ calls per day) to create contact lists, increasing audience size and and improving demographic mix to drive up to 10% annual growth.

●Nurture relationships with sales executives: communicate complex information to help create business case for executive attendees; help guide them to appropriate event sessions; ensure repeat attendees; encourage executives to volunteer as speakers; assist with planning their attendance at events.

●Orchestrate populating Salesforce CRM database using contact lists generated, while continuously updating information and documenting interactions with prospective attendees.

●Manage logistics and reception desk for marketing events: determine physical layout; ensure all materials are in place; conduct relationship management and problem-solving for 100 – 300 sales executives; smoothly handle potential disruptions ranging from last-minute speaker changes to completely canceling entire event last-minute due to inclement with attendant logistical challenges.

●Work collaboratively with team members utilizing BI research to acquire and share insights with AGI executives.

●Meet strict weekly deadlines for attaining campaign goals to ensure events are well-attended.

Donor Support Services

Save The Children (STC) – Westport, CT

Jan 2002 – Feb 2007

Coordinate communications between sponsors and 5 field offices for 501(c)(3) dedicating improving impoverished children’s lives by providing food and education under deeply challenging geo-political circumstances and during major natural disasters worldwide.

●Handle high-volume incoming donor calls with strong emphasis on mitigating abandoned calls:

oAssist potential members in taking out a sponsorship of a child, community or program by reviewing their area of greatest interest (education, famine-relief, clean water) and explaining program guidelines.

oManage 75 – 100 incoming calls daily, taking donations during natural disasters.

●Craft emails in response to inquiries public/corporate donors and potential sponsors, providing a high-level of donor satisfaction to ensure retention.

●Manage relationships between existing donors and their child or field office, including facilitating special gifts and informing donors of sensitive changes in child’s status (exit from the program, illness, death, etc.).

●Granted the opportunity to observe programs first-hand in Haiti due to my special interest and work-ethic: visited field office; observed schools established by STC; made home visits to sponsored children.

●Selected as exclusive tester and foundation liaison for inaugural live chat software: assessed user-friendliness and overall features and functionalities; ensured better user experience (UX) by tracking and reporting error messages and bugs encountered by both donors and internal users.

●Required skills included using my bookkeeping background and critical thinking to analyze donor accounts to resolve potential accounting errors.

PRIOR EXPERIENCE

Member Services Representative, MBI, Inc. – Norwalk, CT (9 years): Handle correspondence and answer phones for high-volume incoming call center, managing high-dollar accounts and providing personalized services to members of up to 30 years standing. Ensure retention through skillful handling of largely elderly / disabled membership base. Take up to 100 calls per day and write up to 30 letters per day, depending upon call volumes. Train / mentor new hires.

Promoted to Account Records Supervisor, supervising 10-person order entry department, ensuring account accuracy; provided detailed, highly-accurate reporting of daily and weekly receipt of orders for executives.

Technical Support Supervisor, Management Systems, Inc.(MSI) – Stamford, CT (7 years): Provide phone-based technical and customer support to small- and medium-sized businesses employing heavily-customized business software.

●Promoted to Technical Support Supervisor by executive team due to demonstrated technical aptitude, managing a programmer in addition to technical customer support representatives.

●Wrote and illustrated training curricula and user guides of up to 1500 pages for each installation.

●Test customized software packages while creating user guides prior to installation.

●Made onsite visits to customers to ensure smooth digital transformation of their internal processes, including training non-technical users, analyzing their current set up for usability, and ensuring the customization meets their needs while documenting and clearly communicating complex necessary changes to programmers.

EDUCATION

University of Bridgeport, Bachelor of Arts in Journalism

5 courses towards Master of Arts in Psychology, University of Phoenix

Multiple courses in Accounting & Bookkeeping

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