Customer Support Specialist

Joseph Quinn

Experienced Customer Support Specialist trained in Zendesk & Google Business Profile 18+ Yrs Client-Facing Remote

908-***-**** *********@*****.***

LinkedIn: https://www.linkedin.com/in/joseph-quinn-experienced-customer-support/ Professional Summary

Seasoned professional with over 18 years of extensive experience in client-facing roles, now channeling my expertise into a customer support specialization. Formally trained in modern customer support fundamentals, IT help desk procedures, and the core functionality of CRM platforms. I offer a unique combination of mature problem-solving skills, proven communication abilities, and a dedicated work ethic. Seeking part-time, contract, or full-time remote opportunities where I can immediately leverage my experience to achieve team goals and enhance customer satisfaction. Professional Experience

Freelance Customer Support Specialist 2009 – Present Remote Provided comprehensive client support and business consulting services to diverse clients across multiple industries.

Specialized Service Offering: Google Business Profile Management (2024 – Present) Leveraging formal Google certification to enhance client visibility and engagement.

● Earned Google Business Profile Certification to expertly manage and optimize online presence for local businesses.

● Provide consulting services including updating business information, managing customer reviews and Q&A, and improving local search visibility.

● Advise clients on best practices for enhancing their online presence and attracting new customers through optimized content and accurate listings. Key Client Support Achievements:

● Provided comprehensive direct-to-client support primarily via email and phone, serving as the main point of contact for technical and account inquiries for clients in SaaS, e-commerce, and healthcare.

● Managed the entire client communication lifecycle, ensuring no issue was dropped and every client received timely, thorough follow-ups. This hands-on approach achieved and sustained a 95%+ client satisfaction score.

● Mastered the core functionality of 10+ CRM platforms (including Zendesk, HubSpot, and Salesforce) through independent exploration and client-specific needs, applying this knowledge to troubleshoot issues and advise clients on best practices.

● Valued for reliability and expertise, leading to repeat business; multiple clients specifically requested my services for ongoing contracts.

Key Contract Engagement:

Customer Support Agent, LiveOps, Inc. Remote

● Earned top-tier performer status, resulting in the automated call distribution system prioritizing me as the primary agent for high-priority calls across multiple programs simultaneously.

● Provided direct phone-based support in a competitive, performance-driven environment, consistently exceeding quality and efficiency targets.

● Achieved consistent top-quartile performance, measured by a 98% customer satisfaction (CSAT) score and a 95% first-call resolution (FCR) rate.

● Quickly became a proficient user of 5+ distinct proprietary software platforms through company-provided training to resolve customer issues in telecom, retail, and insurance. Earlier Career History

Founder Personal Voice Inc. 2006 – 2008

Team Leader, Customer Service Chanel, Inc. 1992 – 2006 Customer Service Supervisor Lullaby Portraits 1990 – 1991

● Other roles held in sales, transportation, and healthcare prior to 1990. Education & Professional Development

Worcester State University Bachelor of Arts

Professional Certifications:

Google Business Profile Certified Google (Skillshop) 2025

■ Credential ID: 373364376

Zendesk Omnichannel Agent Badge Zendesk 2025

Customer Service Skills Certification Alison 2025

HubSpot Certifications: Inbound Marketing, Inbound Sales 2022-2023

Microsoft Certified Professional (MCP) Core Productivity Tools 1999

Formal Telecommuting Certification LiveOps 2009

● Technical Proficiencies:

CRM & Support Platforms: Zendesk, HubSpot, Salesforce, Less Annoying CRM, Zoho, Goldmine, ACT, eXpresso, Quick Base, MS Outlook

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