Customer Support Specialist

STEVEN HURD

**** ***** **. ********, ** ***** 601-***-**** ***************@*****.***

Professional Summary: Experienced customer support specialist skilled in resolving inquiries, critical thinking, and cross-functional collaboration. Decisive and effective production manager with a background in leading cross-functional teams to meet customer demands and deadlines. Strong organizational and communication abilities with a customer-first approach.

Skills:

Customer Support Systems (Zendesk, Freshdesk)

CRM Software (Salesforce, HubSpot)

Multichannel Communication (Phone, Email, Text)

Data Entry and Management

Basic Troubleshooting

Critical Thinking

Problem Solving

Strong Communication

Organizational Skills

Emotional Intelligence

Cross-Functional Collaboration

Production and Line Supervisor

Production Line Management

Candy Maker and Machine Operator

Wirer Technician

Metal Machine Operator

Work History:

Customer Support Specialist Sitel, Remote April 2012– Present

Provided outstanding support to Advocates and Clients via phone, text, and email.

Addressed and resolved customer inquiries with a focus on customer-first approaches.

Utilized critical thinking to provide thoughtful solutions and recommendations.

Demonstrated exceptional note-taking and organizational skills to track and manage customer issues effectively.

Delivered accurate, valid, and complete information adhering to established protocols and methods.

Collaborated cross-functionally to ensure customer feedback was shared and utilized appropriately.

Maintained a positive attitude and high level of emotional intelligence in all interactions.

Performed additional tasks as assigned, including occasional scheduled weekend overtime during the busy holiday season.

Janitor Rose Of Sharon Church, Picayune, MS April 2011 – Present

Cleaned the church, including sweeping, mopping, vacuuming, and taking out trash.

Buffed and waxed floors biannually, and changed out lights and performed repairs.

Supervisor BP Oil Spill / McGrath Systems Staff Company, Blue Bell, PA May 2010 – Nov 2010

Signed in employees, ensured safety and productivity, and managed hiring and firing processes.

Wirer Technician AT&T Telecommunications, Slidell, LA Feb 2012 – Aug 2012

Installed TV, phone, and internet for residential and business customers, involving wiring and customer service.

Security Officer Wieser Security Company / Rooms To Go, New Orleans, LA Oct 2008 – May 2010

Checked trucks and cargo, secured the building and yard.

Bus Driver/Care Giver McCarity Learning Center, Picayune, MS Sep 2003 – May 2008

Drove kids to and from school, provided snacks, and assisted with homework and tutoring.

Floor Hand Rowan Companies, Houston, TX Sep 1995 – Mar 2003

Assisted driller with pipe assembly and disassembly, operated blow out preventer, mixed chemicals for drilling fluid.

Production Line Supervisor/Manager Microweb Duplication, San Rafael, CA Mar 1990 – Jul 1995

Assigned employees to productive roles, ensured product quality, managed hiring and termination, fixed machine breakdowns.

Machine Operator California Peanut Candy Factory, Richland, CA Feb 1983 – Jan 1990

Managed machine programming and maintenance, ensured product quality, transitioned to candy making.

Education: High School Diploma Woodrow Wilson High, San Francisco, CA 1981

References: Available upon request

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