Customer Service & Support Specialist with 5+ Years Experience

Deborah Crocker

843-***-**** **********.**@*****.***

SUMMARY English graduate with 5+ years experience in software support, customer service, and client management.

EDUCATION WINTHROP UNIVERSITY - ROCK HILL, SC - BACHELOR'S IN ENGLISH, APRIL 2015 TECHNICAL SKILLS AND ABILITIES

● Troubleshooting, data entry, and problem

solving

● Documentation and inventory of hardware

● MS Outlook/Office/Excel

● Support ticket management

● Identifying and reporting bugs

● Technical support and product

recommendations

● Customer support & client de-escalation

● JIRA, Confluence, Google Workspace

WORK EXPERIENCE

Animal Care - Self Employed

October 2023 - Present

● Provided daily care and enrichment for dogs, cats, and small animals, including feeding, walking, cleaning enclosures, and monitoring health and behavior.

● Communicated regularly with all clients, providing frequent updates via phone or text per request.

● Documented each pet’s personal needs and any pre-existing conditions.

● Assisted with basic medical needs such as administering oral/topical medications and observing animals for signs of illness or distress upon request. Content Specialist, Inside Real Estate

October 2023 - September 2025

● Developed and maintained both internal and client-facing documentation.

● Performed audits of internal and customer facing articles in response to product changes.

● Analyzed areas of improvement within current documentation guidelines.

● Collaborated with development and product teams to compile documentation for upcoming product releases.

● Assisted in the creation of communication channels to coordinate content updates within existing documentation.

Support Technical Lead, BoomTown

April 2022 - October 2023

● Onboarded and trained new Support team members while providing one-on-one coaching.

● Maintained a robust Confluence database of training and troubleshooting documentation.

● Communicated regularly with senior leadership to identify areas of improvement within the Support teams.

● Created new workflows and organization guidelines within the Support team to improve resolution times.

Technical Support, BoomTown

March 2019 - April 2022

● Resolved customer issues through phone and email support.

● Guided customers step-by-step through problem resolution while maintaining clear, patient, and professional communication.

● Met or exceeded call handling, response time, and customer satisfaction metrics in a high-volume environment.

● Worked with other Support team members to help resolve client concerns and provide more in-depth troubleshooting as needed.

Consultation Agent, Best Buy

October 2018 - March 2019

● Performed diagnosis and troubleshooting of client devices, guiding them towards the best solution relevant to their needs.

● Assisted in the setup, documentation, and cleanup of electronic store stock.

● Assisted customers with checkout, subscription plan changes, and equipment check-ins.

● Shipped and received parts and client devices for repairs as required.

● Maintained knowledge of product lines, sales promotions, and seasonal trends. Product Support Analyst, SeatGeek Enterprise

March 2016 - October 2018

● Provided in-depth technical support and consultation for a ticketing software CRM.

● Performed basic troubleshooting for printing applications and printers, web applications, and software components.

● Worked with clients and IT contacts to assist in setup and installation of the ticketing system on third party devices.

Contact this candidate