Customer Support Leader with Escalation Expertise

JULIUS A. AVERY

**********@*****.*** 330-***-**** Dublin, OH

PROFESSIONAL SUMMARY

Customer support professional with extensive experience handling chat, email, and phone-based support in high-volume environments. Strong background in escalation handling, quality adherence, and customer satisfaction within fast-paced support operations.

CORE SKILLS

Customer Support (Chat, Email, Phone), Escalation Resolution, Quality Assurance, Knowledge Base Usage, CRM Tools, Performance Adherence

Linux, Windows, Avaya, InContact, Bria Softphones, Spiceworks, Microsoft Office

PROFESSIONAL EXPERIENCE

Customer Support Specialist / Operations Support – FanDuel (via SSG) Aug 2022 – Present

• Handle complex customer issues across chat, email, and phone channels

• Support escalations and ensure adherence to QA and compliance standards

• Assist with onboarding support and peer guidance when needed

• Collaborate with QA and leadership to improve customer experience

Senior Supervisor – HomeServe Sept 2020 – Aug 2022

• Supported frontline agents during high-volume service periods

• Assisted with escalations, workflow support, and performance tracking

Member Service Representative – KEMBA Financial Credit Union Oct 2017 – Sept 2020

• Provided financial service support to members via phone and in-person channels

• Resolved account inquiries while maintaining regulatory compliance

Help Desk Technician – PCCW Teleservices May 2000 – Oct 2017

• Provided technical and customer support in contact center environments

EDUCATION

University of Phoenix – Desktop Support

DeVry University – Computer Information Systems

Dover High School – Diploma

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