Customer Support Service

Roderick Whitfield

United States 678-***-**** **************@*****.***

PROFESSIONAL SUMMARY

Enthusiastic, experienced customer service leader with over five years of experience in customer support, billing support, talent service level agreements, escalations, resolutions talent attraction and retention. Excited to bring my proven technical skills and passion for excellence to Cleveland Sight Center. Knowledge & Skills Areas

• Virtual Service & Tech Support

• Chat & Email Support

• KPIs (AHT, QA, CSAT)

• Maintain accurate records of interactions

and transactions in the CRM system.

• ServiceNow -Zendesk-Dialpad

• Effective Communication Skills

• Proficiency in fast-paced, multi-tasking

environment

• Microsoft Office & Google Workspace

PROFESSIONAL EXPERIENCE

Tech Support Agent, CarMax Auto Finance 11/23 – 05/25

Triage 75 - 80+ Zendesk tickets daily using expert knowledge of company products, consistently meeting KPI targets

Offer customized recommendations and solutions to customers while simplifying complex issues in user- friendly manner.

Communicated customer-reported issues internally, while following up to ensuring all tier 2 tickets are submitted correctly.

Documented recurring issues to support product quality programs and product development, maintaining agent resources.

Acted as a liaison for cross-functional business units during team trainings, calibration sessions, and leadership meetings

Communicate in writing to complete paperwork and detailed reports regarding incidents and/or discrepancies to management and leadership.

Customer Support Representative, CarMax Auto Finance 08/23 – 11/23

• Triaged daily 40+ inbound chat support calls and email inquiries from customers to assist with new account setup, shipping status, refund and return status and troubleshooting.

• Achieved an average of 98% CSAT (customer satisfaction) goal each quarter for the department and maintained a 97% customer satisfaction survey rating.

• Provide customer retention incentives to clients in the form of promotional discount codes and other compensation such as upgraded trial accounts.

• Communicate in writing to complete paperwork and detailed reports regarding incidents and/or discrepancies to management and leadership.

• Trained new hires and transitioning team members across multiple business units each quarter to promote cross-collaboration and skill sets.

Customer Support Agent, Aise Virtual Solutions 11/22 – 08/23

Respond to client and candidate inquiries via email, phone, and chat in a timely and professional manner.

Managed customer inquiries related to plan upgrades, billing, and account setup, ensuring seamless transitions to suitable plans.

Partnered with sales and field teams to share customer insights, address complex cases, and identify upsell opportunities.

Conducted proactive outreach based on usage data, implementing engagement strategies to increase retention and conversion.

Collaborated with product and documentation teams to refine customer onboarding and self-service experiences. Talent Acquisition Partner, Genesys Cloud Solutions, Inc 11/21 – 10/22

• Support hiring process for GTM, Emerge Talent, and Finance

• Developed sourcing strategies across multiple business channels designed to attract top talent.

• Scheduled strategy meetings designed to provide business leaders updates that included field data, headcount, and workforce planning.

• Deliver on all monthly and quarterly KPIs while providing quality candidates in a high-volume, fast-paced environment.

• Assist managers in the recruitment, selection, and onboarding process including preparation for all offer letters, pre-hire paperwork and orientation content etc. Recruiter, Sage Sage Intacct (Contract) 03/21 – 09/21

• Provided candidate sourcing support as a contract recruiter during a NA GTM hiring campaign during a strategic merger.

• Review resumes, scheduled call screens, candidate evaluations, and interviews, while providing detailed written reports on candidates’ responses.

• Utilized ATS Sage People and Jobvite to manage candidates’ movement through the candidate selection process.

• Utilized sourcing skills to build a large pipeline of passive candidates for the GTM hiring project for the US, CA MX.

• Partner with the hiring manager, internal leaders, Directors, and stakeholders to develop TA solutions and strategies.

Sr Operations Manager Old Navy, Gap Inc 09/12 - 03/21

• Improved customer experience by overseeing three multi-faceted modular redesign projects on a weekly basis.

• Help streamline several processes that lead to improved processes and increase customer satisfaction.

• Assisted with helping customers file claims for stolen credit cards, unauthorized transactions, and duplicate purchases.

• Planned the succession of exiting associates at all levels through employee training and mentoring promising associates.

• Guaranteed compliance with company policies and procedures by holding hourly Associates accountable, maintaining quality assurance standards, and developing, and implementing plans of action to correct insufficiencies.

• Drove financial performance of assigned area by ensuring sales and profit goals were achieved by identifying and delegating responsibilities to employees.

PROFESSIONAL CERTIFICATION

Syntex Technologies - 09/25

Certification - Data Analytics Business Analytics EDUCATION

Southern New Hampshire University 12/15

Bachelor of Science in Information Technology

Certificate in Technical Support

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