Customer Service Support

Isaac Madden

**************@*****.*** 202-***-**** Remote, WA

SUMMARY

Dedicated Customer Service professional with 3 years of experience in remote support and customer satisfaction. Proven track record in resolving inquiries efficiently, maintaining a 95%+ satisfaction score, and utilizing CRM tools like Zendesk and Freshdesk. Seeking Customer Service Rep role to leverage skills in communication, conflict de-escalation, and customer retention.

WORK EXPERIENCE

Freelance Remote

Remote Customer Support Specialist 2024 - Present

• Respond to customer inquiries via chat, email, and phone, maintaining a customer satisfaction score exceeding 95% through consistent problem resolution.

• Document interactions and resolutions using CRM tools such as Zendesk and Freshdesk to ensure accurate record-keeping and follow-up.

• Guide new clients through products and services, assisting with the onboarding process to enhance customer experience.

Online Education Platform Remote

Customer Service Assistant 2022 - 2023

• Assisted students with account setup, course access, and billing inquiries, resolving over 50 support tickets weekly with an average response time of under 3 hours.

• Developed and updated help center documentation to minimize repeat inquiries and enhance user self-service capabilities.

• Coordinated with IT teams to escalate and monitor the progress of technical issues, ensuring timely resolution. EDUCATION

Florida State University

A.A., Communications & Customer Relations

Tallahassee, FL

2021

University of Florida

Certificate, Customer Experience Management

Gainesville, FL

2022

CERTIFICATIONS

Customer Service Fundamentals, Coursera 2023

CRM for Customer Support, HubSpot Academy 2024

Communication & Conflict Resolution, LinkedIn Learning 2023 SKILLS

Remote Customer Support • CRM Systems (Zendesk, HubSpot) • Product Troubleshooting • Conflict De-Escalation

• Communication & Active Listening • Zendesk • Freshdesk • HubSpot CRM • Intercom • LiveChat • Google Workspace • Microsoft Office • Notion • Slack

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