Customer Support & Technical Troubleshooting Leader

JAMES THIGPEN

Customer Service & Technical Support Specialist

Cedar Hill, TX 214-***-**** ****.***@*****.*** PROFESSIONAL SUMMARY

Customer Service & Technical Support Specialist with 15+ years of experience supporting customers across technology, telecom, finance, and healthcare. Known for resolving complex issues with patience, clarity, and professionalism. Strong background in device troubleshooting, account support, conflict resolution, and multi-channel communication. Recognized for delivering high-quality service, improving customer satisfaction, and supporting team performance through training and documentation. CORE SKILLS

- Customer Service Excellence & Relationship Building

- Technical Troubleshooting (Devices, Networks, Connectivity)

- Conflict Resolution & Escalation Management

- Multi-Channel Support (Phone, Email, Chat)

- CRM & Ticketing Systems Documentation

- Remote Support & Step-by-Step Guidance

- Microsoft Windows & Office Suite

- Organization, Prioritization & Time Management

PROFESSIONAL EXPERIENCE

Technical Support Representative Asurion Houston, TX Dec 2024 - Nov 2025

- Delivered customer support via phone, email, and chat with a focus on accuracy and professionalism.

- Diagnosed and resolved device, network, and connectivity issues to restore functionality quickly.

- Educated customers on product features, improving user confidence and reducing repeat calls.

- Documented interactions and resolutions in CRM systems to support seamless follow-up service. Sr. Technical Support Specialist Verizon Wireless Houston, TX Dec 2019 - Jul 2024

- Provided step-by-step technical guidance for device setup, troubleshooting, and account support.

- Resolved escalated customer concerns with empathy and efficiency, improving customer retention.

- Created documentation and reports to streamline workflows and enhance service delivery.

- Consistently achieved high customer satisfaction scores through clear communication and problem-solving. Customer Service Representative American Express Dallas, TX Mar 2016 - Nov 2019

- Built strong customer relationships through active listening and tailored solutions.

- Handled inquiries, disputes, and complaints with professionalism and accuracy.

- Supported onboarding and training of new team members to strengthen service quality.

- Recognized for exceeding customer satisfaction and performance targets. Patient Access Intake Specialist Conifer Health Solutions Dallas, TX Jun 2015 - Mar 2016

- Guided patients through registration, scheduling, and insurance verification with empathy and clarity.

- Ensured compliance with HIPAA and financial policies while maintaining patient trust.

- Coordinated communication between patients and hospital departments to improve care experience. Additional Roles

- Sr. Client Service Center Advocate Restoration Hardware 2015

- Executive Resolution Specialist Monitronics Inc 2012-2014

- Resolutions Team Lead Medco Health Solutions 2008-2012

- Sr. Loan Closer / Closing Coordinator Bank of America 2002-2007 EDUCATION

Lone Star College Houston, TX

Aug 2025 - Present (Enrolled)

High School Diploma

David W. Carter High School, Dallas, TX May 1999

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