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 SKILLS SUMMARY

● Troubleshooting, data entry, and problem

solving

● Technical support & product

recommendations

● Conflict resolution

● Identifying & reporting system abnormalities

● Support ticket management

● Salesforce

● JIRA integration

● Confluence

● Google Workspace

● FIGMA

● CRM systems, automation

● Intercom with Fin AI

WORK EXPERIENCE

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, Inside Real Estate

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, Inside Real Estate

March 2019 - April 2022

● Resolved customer issues through phone and email support for a real estate focused CRM.

● 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.

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