Customer Support Live Chat

Antonio Brunson

Customer Support Lead/Specialist

**** ****** **.

Houston, TX 77028

Phone: 586-***-****

Email: ********@*****.***

Customer Experience Leader with 10+ years of high-impact support, user success, and retention experience in tech-enabled environments. Known for delivering fast, empathetic, and data-informed customer support across live chat, email, and phone. Skilled at de-escalating complex billing issues, advocating for user needs, and improving support workflows in both high-growth and high-volume settings. Passionate about helping digital-native users navigate platforms with ease while driving loyalty and trust.

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Skills

●SaaS & Marketplace Customer Support

●Live Chat & Ticketing Systems (Zendesk, Intercom, etc.)

●Subscription & Billing Management (Stripe, Zuora)

●User Education & Platform Troubleshooting

●Technical Escalation Handling

●Refunds, Disputes, and Payment Resolution

●Customer Retention & Win-Back Strategies

●Team Mentorship & Peer Coaching

●CRM Platforms (Salesforce, HubSpot, Kustomer)

●Fast-Paced, Startup Environment Adaptability

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Experience

Customer Support Lead

AAA Roadside Assistance • Jan 2022 – Mar 2025

●Led a customer experience team in resolving real-time service requests, emphasizing speed, accuracy, and empathy.

●Managed user escalations involving billing discrepancies, failed payments, and refund requests, ensuring timely resolution.

●Coached reps on best practices for customer engagement across digital and phone channels.

●Partnered with internal departments to resolve support tickets tied to cross-functional workflows (billing, product, membership).

Customer Advocate Lead

DTE Energy • Jun 2020 – Dec 2022

●Served as frontline advocate for high-volume customer base, resolving account issues, payment errors, and service questions.

●Set up payment plans, processed disputes, and maintained high accuracy in CRM updates.

●Guided junior agents through complex support scenarios and improved issue resolution times through improved knowledge sharing.

Customer Service Representative

Teleperformance • Mar 2016 – May 2020

●Delivered omnichannel support for enterprise clients, managing complex support tickets and navigating multiple knowledge bases.

●Facilitated customer education, walked users through troubleshooting flows, and escalated bugs to technical teams when needed.

●Improved first-response time and contributed to 90%+ CSAT across assigned campaigns.

Customer Retention Specialist

Comcast/Xfinity • Aug 2013 – Feb 2016

●Handled churn-risk customers through proactive outreach, service personalization, and billing issue resolution.

●Managed refund processes, subscription adjustments, and user complaints, consistently surpassing monthly retention goals.

●Identified patterns in feedback and relayed product insights to the support strategy team.

Customer Service Liaison

Minacs / Netflix • May 2011 – Jul 2013

●Supported Netflix users with billing, subscription, and access issues via chat and email channels.

●Resolved payment-related errors and account access problems while educating users on platform features.

●Maintained detailed user notes and used CRM workflows to streamline account handoffs.

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Education

Master of Business Administration (MBA)

American Intercontinental University — Graduated: 2021

Bachelor’s Degree in Case Management

American Intercontinental University — Graduated: 2019

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Awards

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