ARTHUR L. CLEMONS III

San Jose, CA 408-***-**** adwbmj@r.postjobfree.com www.linkedin.com/in/arthurc/ CUSTOMER SUPPORT TEAM COLLABORATION PROBLEM SOLVING PROFILE

Customer service-oriented professional with 12+ years of experience providing top-tier support to diversified clients, amplifying satisfaction through impeccable customer guidance. Equipped with well-rounded skill set comprising problem- solving, sound decision-making, technical capacity, multitasking aptitude, and strong attention to detail. Employs superior communication skills to work cross-functionally in a fast-paced environment while exercising interpersonal skills to advocate collaborative partnerships and productive customer engagement. AREAS OF EXPERTISE

Customer Support Phone Etiquette KB Articles Ticket Maintenance Task Prioritization Workflow Management Strategy & Solution Design Stakeholder Management Regulatory Compliance Project Management Inventory Control Ticket Service-Level Agreements Issue Resolution End-User Training Communication Skills Problem-Solving Contract Review Collaboration

PROFESSIONAL EXPERIENCE

CUSTOMER SUPPORT REPRESENTATIVE June 2021 – Present Precision Swiss Products Milpitas, CA

• Streamline order support to external clients by managing customer concerns, updating customers on transactions, and escalating issues to appropriate management personnel as necessary.

• Manage deadline-driven work demands, review numerous purchase orders, and maintain complete and accurate documentation of processes by leveraging organization skills and attention to detail.

• Oversee orders and ensure adherence to regulations and requirements governing aerospace, medical, and defense industries.

• Guide customers through systematic onboarding process to facilitate proper documentation and adherence to regulations.

• Work with network teams in monitoring equipment and inventories while directing execution of various technical projects.

DISPATCHER/DESKTOP SUPPORT 2019 – 2021

Cypress Ventures Oakland, CA

• Performed consultancy-related roles pertinent to implementing and executing customer support duties.

• Championed customer service excellence by promptly addressing correspondence on concerns and administering technical support for software installation, troubleshooting setups, and maintenance of various POS systems.

• Reduced turnaround time and maintained accurate database by organizing daily transaction records and information.

• Upheld quality standards by creating and enforcing schedules on inspections, conditioning, and maintenance of vehicles.

• Planned and applied optimization strategies for logistical operations, including strategizing on delivery routes and schedules.

• Nurtured strategic relationships with clients and cross-functional teams to manage all aspects of business, facilitate business correspondence, complete deliverables, resolve issues, and achieve positive customer satisfaction ratings. Key Contributions:

• Implemented cost-efficient processes which significantly reduced product loss and recurring deliveries by +50%. CUSTOMER SUCCESS TECHNICAL CONSULTANT 2015 – 2017

Aasonn Inc. Naperville, IL

• Exemplified approachable and collaborative customer service in providing client consultation, assisting with SAP needs and requirements, compliance changes, enhancements, and deployments while ensuring customer success.

• Communicated with clients during discovery meetings to identify requirements and tailor services to specific needs.

• Extended operational support by facilitating staff development initiatives and reporting training for a broad customer base.

ARTHUR L. CLEMONS III Page 2

• Formulated methodical plans to accommodate customer queries and accomplish tasks within service level agreements

(SLAs) and project timelines, promoting retention, client satisfaction, and service excellence promptly and efficiently. Key Contributions:

• Highly regarded for compiling 100+ knowledgebase documents for internal training and customer consumption. SENIOR TECHNICAL RESOLUTION ANALYST 2012 – 2015

SuccessFactors (SAP Company) San Francisco, CA

• Liaised with customers and maintained high engagement to assess challenges and guide them on applying solutions.

• Fostered partnerships with cross-functional departments, technical experts, and product engineering teams to devise methodologies and address customer needs, enhancing client relationships while promptly resolving issues.

• Guaranteed smooth operations and transactions by creating knowledge base articles with complete documentation of processes, enhancement techniques, and procedures for fixing bugs and technical issues.

• Handled multiple work functions, utilizing proven techniques in analysing customer needs, organizing transactions, evaluating solutions, and troubleshooting specifications when necessary. Key Contributions:

• Oversaw 12+ support engineers and spearheaded training focused on prompt resolution of customer tickets, successfully processing 1400+ tickets in 30 days.

EARLY CAREER SNAPSHOT

Client Services Support GlobalEnglish, S. San Francisco Technical Support Team Lead Varian Medical Systems, Palo Alto Help Desk Technician Kyphon Inc, Sunnyvale

Technical Support Calpine, Mountain View

Technical Support Representative Verio Inc., San Ramon Expeditor Sanmina, San Jose

EDUCATION

Computer Science Chabot College

CERTIFICATIONS

A+ Unitek Career College December 2006

Network+ Unitek Career College December 2006

Security+ Unitek Career College December 2006

ADDITIONAL PROFICIENCIES

Operating Systems (Windows, macOS) Hardware (Desktops, Laptops, Printers, Routers) Software (Microsoft Office Suite, Adobe Creative Suite, Antivirus, Zendesk, E2, MS Teams ) Networking (TCP/IP, DNS, DHCP, VPN) Remote Support Tools (TeamViewer, AnyDesk)

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