***************@*****.***

Dan Watkins

***************@*****.*** • 985-***-****

Professional Experience

Sweet Sensi– Austin, TX 12/2024 – Present

Production Associate

• Manufacture premium CDB edibles, topical lotions and salves using organic ingredients

• Streamline service workflows for e-commerce and provide wholesale support

• Operate custom labeling and packaging machinery for product quality and high-volume production

• Maintain sanitary workspace in accordance with food safety regulations

TMD Staffing– Austin, TX 01/2024 – 08/2024

Customer Service & Dispatch Specialist

• Assist 650+ stranded motorists weekly by facilitating roadside assistance across the U.S. and Canada

• Communicate with tow operators and vendors to track job progress to improve customer satisfaction

• Prioritize escalated situations and organize dispatch to ensure safe resolution

• Utilize platforms to document cases, monitor provider availability, and maintain accurate records

Spectrum – Austin, TX 11/2022 – 10/2023

Mobile Device Repair Technician (CSR)

• Provided personalized product and service support including billing, diagnostics, and repairs

• Operated advanced diagnostic tools to analyze customers’ technical inquiries and rendered services

• Educated customers on device functionality, maintenance, and updates

• Demonstrated product expertise and identified customers’ needs

• Exceeded fast turnaround expectations, benefiting both customer and business needs

Action Freight Service, Inc – Austin, TX 08/2021 – 09/2022

Customer Service Supervisor

• Led a three-member customer service team, providing training and daily guidance

• Solved supervisor-level scheduling issues involving customer communications and freight tracking

• Collaborated with freight partners to investigate and process damage claims, returns or lost cargo

• Coordinated companywide freight delivery and pickup

Nesco Resource– Austin, TX 03/2021 – 08/2021

Incident Support Coordinator

• Managed full-cycle inquiries, demonstrating clear communication and ownership

• Tracked MAC and break-fix requests via Microsoft SL Dynamics/Solomon and Remedy ITSM

• Escalated and coordinated tickets to meet deadline and resolution requirements

Apex Systems– Austin, TX 08/2020 – 02/2021

Customer Support Representative (IT and dispatch)

• Oversaw construction, scheduling, dispatch, and tracking of work orders across the U.S. and Canada

• Served as primary contact for technicians, coordinating training, and site and work order details

• Communicated and interpreted work order details with internal and external stakeholders

• Contributed to effective organizational workflow by organizing records of work orders and activities

Randstad USA– Austin, TX 06/2020 – 08/2020

Support Specialist (Information Technology – Seasonal)

•Fielded high-volume inbound calls and solved customer issues while surpassing customer satisfaction

• Assisted with hardware, software, and network issues, ensuring minimal interruption

BCforward – Austin, TX 07/2019 – 12/2019

Help Desk Agent (Information Technology)

• Presented resolution to issues with computers, software, and applications

• Assisted hundreds of clients weekly and clarified technical based issues

Staffmark– Austin, TX 10/2018 – 04/2019

Customer Service Associate (Escrow Servicing)

• Handled tax and escrow inquiries from property owners, providing information and

• Processed work orders for research department, including updates, analyses, and adjustments

Volt Workforce Solutions – Austin, TX 04/2018 – 10/2018

Sourcing Specialist (Human Resources)

• Lead high-volume staffing projects, handling sourcing, screening, interviews, offers, and onboarding

• Research client job requirements and identify strong matches

Kforce Inc– Austin, TX 08/2016 – 02/2018

Store Operations Specialist (Information Technology)

• Reconciled software technical issues across Home Depot stores in the U.S., Canada, and Puerto Rico

• Handled network problems, software troubleshooting, upgrades, and email account management

Adecco Staffing, USA – Austin, TX 07/2015 – 07/2016

Order Support Specialist-Tier 1 (Customer Service)

• Remedied Apple online order issues, including shipment changes, error handling, and returns/refunds

• Communicated with customers to ensure timely resolution and accurate order fulfillment

Harte-Hanks Inc.– Austin, TX 06/2014 – 07/2015

Software Solutions Consultant (Information Technology)

• Trained FedEx associates on logistics and software, including installation and troubleshooting

• Managed training schedules and liaised with stakeholders to improve processes

VersaSuite - Integrated Healthcare Solutions – Austin, TX 10/2011 – 06/2014

Account Support Specialist (Information Technology)

• Supported global clients on practice management software, including installations and upgrades

• Diagnosed and resolved multi-level software and network issues

Telenetwork – Austin, TX 05/2010 – 10/2011

ISP Tech Support Representative (Information Technology)

• Administered technical support, troubleshooting connectivity and hardware and software issues

• Performed general office duties, including documentation, and exemplary record-keeping

Capital One– Austin, TX 07/2008 – 05/2010

Image Systems Specialist (Information Technology)

• Produced and distributed financial documents on media using Rimage systems, LEGACY programs

• Delivered national CRM support for CD-based media and rectified customer issues

Education

Southeastern Louisiana University- Hammond, LA Attended 1990-1993

Art/Art Studies

Skills: Microsoft Office Suite, Google Suite, Customer Relationship Management Software, Salesforce FSL, ClickSchedule Web Client UI, iceBar, HPE Project and Portfolio Management Center, ManageEngine, ADManager Plus

Awards: Employee of the Month

Professional Development and Certificates: Frontline Manager Essentials, Business Administration and Management (University of Denver), ITIL 4 Foundations Certificate, IT Infrastructure Library Framework, QuickStart Inc. A+ Certificate Information Technology

Volunteer Experience: Transient Mic Nonprofit, KOOP Radio

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