Customer Support Specialist with 15+ Years Experience

Dan Furlough

Virginia Beach, VA ***** *************@*****.*** 757-***-****

Professional Summary

Customer Support Specialist 15+ Years Experience Remote Support Expert High-performing Customer Support professional with over 8 years of experience in high-volume, remote environments (Amazon, Eagle Teleservices). Proven track record of maintaining a 95% Customer Satisfaction (CSAT) rating while managing multi-channel support across phone, chat, and email. Skilled in de-escalation, resolving complex issues and proactive retention—recently increasing personal customer retention by 10%. Prior use of CRM tools like Zendesk, Salesforce, OnePageCRM allows for seamless navigation of complex CRM systems and rapid product mastery.

Work Experience

Customer Support Specialist — Eagle Teleservices

March 2022 – Present

Provide high-volume multichannel support (email, chat, phone), maintaining a 3-string concurrent chat load while exceeding response time SLAs by 15%."

Document customer interactions accurately and efficiently in CRM systems.

Build rapport through empathy, active listening, and clear communication.

Resolve issues on first contact when possible; escalate priority cases appropriately.

Maintain expert knowledge of company products and services to provide accurate guidance and upselling when appropriate.

Collaborate crossfunctionally to improve customer experience and resolve complex cases.

Monitor KPIs and customer satisfaction trends to identify improvement opportunities.

Initiated proactive followup outreach, increased personal customer retention by 10% and boosting satisfaction scores by 16%.

Amazon Business Enterprise Associate — Amazon

April 2020 – October 2020 (Temp Position)

Delivered multichannel support (phone, email, chat) with a 95% CSAT rating.

Assisted business clients using the Amazon Associates affiliate program, including invoicing, tax setup, account management, and guided buying.

Supported sellers with online storefront operations, customer demand, and order management.

Utilized CRM tools to track interactions, identify trends, and recommend process improvements.

Proactively followed up with clients to assure clarity in offers and satisfaction with programs.

Member Associate — Sykes Enterprises

August 2019 – March 2020 (Contract)

Resolved customer service and technical issues in a highvolume remote call center.

Educated members on program value contributing to improved retention Collected and analyzed member data to improve service offerings and benefits.

Delivered service aligned with established standards, ensuring prompt, courteous, and personalized support. (T

Technical Support Representative — Dish Network

November 2018 – January 2019 (Seasonal Position)

Provided firstlevel technical support for iOS devices, routers, networks, and satellite equipment.

Assisted customers with account verification, service upgrades, and contract support.

Performed servicebased sales through targeted upselling.

Logged system updates and maintained accurate technical documentation.

Customer Care Representative — TTEC

November 2017 – March 2018 (Temp Position)

Managed customer inquiries via chat, email, and voice channels.

Educated customers on product features and benefits.

Resolved issues using critical thinking and clear communication.

Built longterm customer relationships through consistent, highquality service.

Sales Manager — Bayside HarleyDavidson

June 2008 – July 2012

Led a sales team to meet revenue goals through strategic planning and daily oversight.

Hired, trained, and motivated staff to exceed performance targets.

Managed escalated customer issues and maintained strong client relationships.

Analyzed market trends to forecast sales and identify growth opportunities.

Conducted competitive analysis to strengthen market positioning.

Education

ECPI University — Norfolk, VA

Associate Degree in Computer Science

Tidewater Community College — Virginia Beach, VA

Skills

Advanced Customer Communication CRM & Ticketing Systems

Multichannel Support (Phone/Chat/Email) Customer Retention & Growth

Relationship Building Time Management & Prioritization

Customer Deescalation and Conflict Resolution KPI & Performance Optimization

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