Customer Support & Technical Specialist Excellence

Erick Rock

Dallas, TX *****

********@*****.*** 845-***-****

Authorized to work in the U.S. for any employer

Professional Summary

Results-driven Customer Support and Technical Specialist with 6+ years of experience delivering high-impact service in call center and client-facing environments. Known for resolving complex issues, improving customer satisfaction, and consistently exceeding performance expectations. Proven track record of handling escalations, optimizing workflows, and driving measurable outcomes in fast-paced, metric-driven roles. Key Achievements

• Resolved 50–80+ customer interactions daily while maintaining high customer satisfaction and quality scores

• Achieved consistent first-call resolution by effectively diagnosing and addressing customer needs

• Trusted to handle escalated and high-risk customer situations, reducing churn and improving retention

• Maintained accurate documentation across 100% of customer interactions, minimizing follow-ups and errors

• Recognized for adaptability to system and process changes, maintaining productivity during transitions

• Supported team efficiency by assisting peers and sharing best practices in complex scenarios

Core Competencies

Customer Experience (CX) • Escalation Resolution • Technical Troubleshooting • Call Center Operations • CRM Systems • Process Improvement • Data Accuracy • Cross-Team Collaboration

• Remote Support • Account Management

Professional Experience

Customer Service Representative (CSR)

Waste Management — Dallas, TX

April 2024 – January 2026

• Handle high-volume inbound calls (50+ daily), resolving service issues including missed pickups, billing discrepancies, and account updates

• Maintain top-tier performance metrics in call quality, adherence, and customer satisfaction

• Process and manage complex service tickets, ensuring timely and accurate resolution

• Contribute to operational efficiency by quickly adapting to system and workflow updates Front Desk Concierge (On Call)

Elite Valet Services — Dallas, TX

April 2023 – Present

• Deliver premium customer service to 100+ residents and guests daily, enhancing community satisfaction

• Resolve resident concerns efficiently, reducing repeat issues and improving service experience

• Maintain detailed incident and activity logs, supporting safety and operational accountability

Preservation Specialist (Contract)

Burnett’s Staffing — Dallas, TX

Nov 2023 – Feb 2024

• Processed and evaluated high volumes of sensitive documents, ensuring quality control compliance

• Improved tracking accuracy through detailed documentation and workflow consistency Call Center Representative

Genpact — Richardson, TX

June 2023 – Oct 2023

• Managed customer transactions and inquiries with high accuracy and compliance adherence

• Reduced repeat contacts through clear communication and thorough documentation Customer Service Representative

Mr. Cooper (Nationstar Mortgage LLC) — Lewisville, TX April 2022 – March 2023

• Resolved complex mortgage inquiries, improving customer understanding and issue resolution time

• Set clear expectations, reducing follow-up calls and increasing customer trust and satisfaction

Escalation Specialist / Supervisor Support

[24]7.ai — Dallas, TX

Sept 2021 – March 2022

• Handled escalated cases and supervisor requests, achieving successful de-escalation outcomes

• Supported team members in resolving complex issues, improving overall team performance

• Ensured SLA compliance through timely follow-ups and case management Retention Specialist

State Farm — Richardson, TX

Oct 2019 – March 2021

• Reduced customer churn by resolving billing and policy concerns with empathetic, solution-focused communication

• Identified additional needs, contributing to higher retention and customer satisfaction rates

Technical Support Representative (Verizon Fios)

Telvista / Verizon — Dallas, TX

Feb 2018 – March 2020

• Diagnosed and resolved technical issues, improving service uptime and customer experience

• Recommended service enhancements, contributing to customer retention and upsell opportunities

Education

Regents Diploma

Ellenville High School — Ellenville, NY May 2009

Technical Skills

• CRM & Tools: Zendesk, Citrix, ConnectWise

• Systems: Windows, macOS, Android, iOS

• Software: Microsoft Office Suite, Adobe Creative Suite

• Other: Active Directory, VPN, HTML5 (Basic), QuickBooks Key Strengths

• High-volume performance with consistent quality

• Strong de-escalation and conflict resolution skills

• Detail-oriented with exceptional documentation accuracy

• Fast learner with strong adaptability to change

• Effective communicator across technical and non-technical audiences Languages

• English (Fluent)

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