Customer Service Support Specialist
Resume:
Alexander Gilliland
*********.*********@*****.***
Professional Summary
Over ten years’ experience in customer service. Assisted with development of company policies and procedures, technical tool solutions, and staff training. Accomplished at de-escalating high-stress situations to effectively resolving customer complaints. Proficient at ZenDesk, data management and analysis to determine trending root causes and offer solutions. Values high-level product knowledge and creating loyal clients.
Work Experience
Customer Support Specialist
Tastemakers LLC – Arcade1UP, Miami, Fl (CA remote) Nov. 2020 - May 2022
• Assisted in designing Policies and Practices and response sentence frames
• Served as senior team member to provide peer training
• Drafted standardized “responses to customers”
• Assisted with implementation of live chat system
• Updated and analyzed data
• Used data analysis to determine root causes of repetitive issues
• Make recommendations for appropriate resolutions
• Maintained product knowledge to create loyal customers Customer Care Representative
Charter Communications, San Diego, CA Sep. 2016 - June 2019
• Assisted Lead team with escalations and internal requests for assistance
• Mentored and provided training to new agents on tools and troubleshooting technical issues
• Provided exceptional customer service to clients in fast-paced call center environment
• Created and submitted dispatch tickets for residential field technicians
• Maintained time management to meet performance metrics
• Facilitated superior service by addressing customer concerns and immediately resolving problems
• Performed detailed analysis of customer data to identify trends and opportunities Customer Service Representative
AlphaDraft, Los Angeles, CA (Hybrid) May 2015 – Jan. 2016
• Oversaw customer service department
• Used Zendesk to process ticket communications and update customer information
• Managed website chat client to respond to customer questions
• Provided suggestions and updates frequently asked questions (FAQ’s), Terms of Service, and Policies
• Developed strong customer relationships and loyalty through effective communication
• Investigated and researched issues to determine root causes and appropriate resolutions
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