Call Center Customer Support

Ahmad Jay Blackwell

Chicago, IL 415-***-**** ***************@*****.***

Professional Summary

Customer-focused and tech-savvy professional with 5+ years of experience in call center, retail, and healthcare member services. Proven record of resolving technical, billing, and account issues while improving customer satisfaction and first-call resolution. Skilled in Five9, Zendesk, Microsoft Office, and Google Workspace; strong collaborator and problem solver in remote and fast-paced environments.

Work Experience

Customer Support Specialist – Remote

Asurion Aug 2022 – May 2025

- Resolved technical and billing issues via phone, supporting both customers and team members.

- Served as an escalation point for agents, improving overall call quality and team performance.

- Consistently exceeded metrics: call time, schedule adherence, and first-call resolution.

- Boosted customer satisfaction scores month over month.

Member Services Specialist – Tempe, AZ

OptumRx Dec 2019 – May 2021

- Handled member calls for prescriptions, billing, and insurance claims with accuracy and professionalism.

- Improved first-call resolution and overall customer satisfaction across the team.

- Participated in team initiatives including presentations and process improvements; maintained HIPAA compliance.

Customer Support & Sales Rep – Surprise, AZ

Verizon Wireless Jun 2017 – Dec 2019

- Provided technical support, upgrades, and account management for customers.

- Met/exceeded sales targets through upselling and solution-focused service.

- Managed store operations, including opening/closing and cash handling.

Education

Arizona State University – Tempe, AZ

B.S. in Finance and Business (In Progress, Expected 2026)

Skills

- Customer Service & Communication: Resolving technical, billing, and account issues with professionalism; strong verbal and written communication.

- Technical & Call Center Tools: Five9, Zendesk, Google Workspace (Docs, Sheets, Slides).

- Business & Office Tools: Microsoft Office Suite (Word, Excel, PowerPoint, Outlook); scheduling and reporting.

- Problem Solving & Troubleshooting: Analyzing issues and achieving first-call resolution.

- Team Collaboration & Project Support: Contributing to team projects, meetings, and process improvements.

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