Customer Support Specialist

Jayson Santiago

Lakewood, CO ***** • 720-***-**** • ******************@*****.***

Professional Summary

Dynamic Customer Support Specialist with a proven track record at Avalanche Cleaning and Janitorial Services, excelling in problem-solving and customer relationship management. Recognized for enhancing customer satisfaction through empathetic communication and effective complaint handling, consistently delivering exceptional service and fostering long-term client relationships. Skills

• Problem-solving

• Complaint handling

• Customer relationship management (CRM)

• CRM software

• Live chat support

• Product knowledge

• Active listening

• Collaborative team player

• Customer communication and empathy

• Organizational skills

• Creative issue resolution

Work History

Customer Support Specialist, 10/2020 to 12/2024

Avalanche Cleaning and Janitorial Services – Arvada, CO

• Developed strong relationships with clients, resulting in repeat business and positive feedback. Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.

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Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.

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Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.

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Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.

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Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.

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Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.

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Multitasked to handle diverse customer needs in high-volume Type setting, prioritizing tasks to keep up with challenging deadlines.

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Conducted detailed analysis of customer feedback to identify patterns and areas for improvement in product development.

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Fostered culture of continuous learning among support team, enhancing overall expertise in product and customer service.

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• Elevated customer support experience by adopting customer-first approach in all interactions. Developed knowledge base of frequently asked questions and solutions, facilitating faster issue resolution.

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Customer Care Representative, 10/2018 to 09/2020

Little Wing Roofing – Thornton, CO

Streamlined call response times for improved customer experience through effective communication techniques.

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• Utilized CRM systems to accurately track customer interactions and update account information. Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.

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• Collaborated with cross-functional teams to resolve complex customer issues in a timely manner. Customer Care Representative, 03/2016 to 09/2018

Home Advisor – Denver, CO

Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

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• Managed high call volume with exceptional professionalism and efficiency.

• Responded to customer needs through competent customer service and prompt problem-solving.

• Assisted call-in customers with questions and orders. Maintained a high level of product knowledge to provide accurate information and support to customers.

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Built rapport with customers through active listening and empathetic responses, fostering positive relationships.

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• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues. Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

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Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.

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Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.

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Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.

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Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.

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Responded to customer requests, offering excellent support and tailored recommendations to address needs.

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Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

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Education

Computer Science

Front Range Community College - Westminster, CO

GED: 01/2004

Palmer High School - Colorado Springs, CO

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