Customer Support Lead with 7 Years Experience

EMILIO GONZALEZ

CUSTOMER SUPPORT SPECIALIST

San Francisco, CA 205-***-**** ******.********@*****.*** PROFESSIONAL SUMMARY

Customer Support Specialist with 7 years of experience delivering exceptional service in fast-paced, global environments. Proven expertise in managing high-volume support operations, resolving es- calations, and fostering strong client relationships across top multinational organizations. Skilled in implementing process improvements, streamlining workflows, and enhancing team performance to drive customer satisfaction (CSAT) and loyalty. Adept at leveraging CRM tools and support technolo- gies to ensure timely and effective issue resolution. Recognized for strong problem-solving, leadership, and communication skills, with a track record of mentoring teams and leading initiatives that enhance the overall customer experience. Committed to delivering seamless support, exceeding expectations, and contributing to organizational growth through proactive service and customer-focused strategies. KEY SKILLS

Customer Service Leadership & Team Management

Complaint Resolution & Escalation Handling

CRM Tools: Salesforce, Zendesk, Freshdesk, HubSpot Call Center Operations & Workforce Management

Customer Retention & Loyalty Programs

Quality Assurance & Process Improvement

Multi-channel Support: Phone, Email, Chat, Live Chat Data Reporting, Metrics Analysis & Trend Identification Strong Communication, Negotiation & Interpersonal Skills Onboarding & Staff Training

Workflow Optimization & Process Streamlining

Customer Feedback Analysis & Continuous Improvement Problem-solving & Decision Making

PROFESSIONAL EXPERIENCE

Cxperts Aug 2022 – Present

Customer Experience Lead

· Lead a team providing multi-channel customer support, ensuring prompt, accurate solutions while maintaining consistent quality and professional communication standards.

· Develop and implement workflow improvements to streamline support operations, reducing response time and enhancing team efficiency across all support channels.

· Coach and mentor team members to enhance problem-solving, communication, and customer en- gagement skills, fostering a collaborative and high-performing environment.

· Collaborate with cross-functional departments, including product and engineering teams, to resolve customer concerns and improve overall user experience.

· Monitor daily support metrics, identify trends, and recommend actionable strategies to enhance service quality and customer satisfaction.

VXI Global Oct 2019 – May 2022

Customer Service Support

· Delivered end-to-end customer service support, resolving inquiries through email, phone, and live chat while maintaining professional and empathetic communication.

· Implemented process improvements in ticketing systems, optimizing workflows for faster resolution and improved consistency of service across all channels.

· Assisted in onboarding and training new support staff, improving overall team productivity and ad- herence to company support standards.

· Collected and analyzed customer feedback to identify recurring issues, providing actionable insights to product and operations teams for enhancement.

· Maintained CRM records, documented customer interactions, and ensured accurate tracking of in- quiries and resolutions to support business objectives. Headway BPO Solutions Mar 2018 – Aug 2019

Customer Support Representative

· Provided multi-channel customer support to a diverse, global client base, resolving technical and service-related inquiries promptly and professionally.

· Recorded and documented customer issues, contributing to a growing knowledge base for consistent, high-quality support delivery.

· Assisted in creating training materials and standard operating procedures for new hires, improving onboarding and team readiness.

· Communicated with engineering teams to escalate and resolve complex technical issues efficiently, ensuring customer satisfaction and product reliability.

· Developed strong relationships with clients by proactively addressing concerns and providing person- alized guidance to enhance user experience.

ACHIEVEMENTS

Customer Satisfaction Champion: Raised customer satisfaction with a new feedback system. Operational Efficiency Award: Optimized workflows to improve service efficiency. Innovative Solutions Provider: Built process improvements that sped up issue resolution. Team Performance Leader: Trained and coached support teams to improve productivity and collab- oration.

PROJECTS

CRM Automation Implementation: Developed an automated ticketing system, improving response efficiency and reducing manual workload across support teams. Knowledge Base Optimization: Built and maintained internal FAQs and SOPs, improving team productivity and consistent support delivery.

Support Workflow Streamlining: Optimized multi-channel support processes, reducing response times and enhancing overall customer experience.

EDUCATION

Bachelor of Business Administration (BBA)

University of San Francisco (USF)

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