Customer Service Specialist with Tech & Logistics Expertise

Tito Perry

Atlanta, GA ***** 404-***-**** **********@*****.***

Profile of Qualifications

I am a results-driven Customer Care professional with 10+ years of experience leading cross-functional teams and delivering high-impact projects in telecommunications and logistics. Demonstrates proven expertise in aligning project objectives with business goals, managing stakeholder relationships, and optimizing resources to achieve measurable outcomes. Strong background in project lifecycle management, customer operations, and technical support, consistently enhancing service delivery while reducing operational costs and improving customer satisfaction scores.

Excels in fast-paced environments through data-driven decision-making and strategic team leadership. Technical troubleshooting expertise combined with deep understanding of telecommunications and logistics operations enables seamless integration into complex customer support environments. Brings unique perspective that bridges individual contributor excellence with business-impact awareness, positioning for both hands-on customer support roles and leadership opportunities that drive organizational growth and continuous improvement initiatives.

Achievements & Highlights

Preserved $500K in annual revenue through successful delivery of the Energizer Project using PMBOK methodologies.

Halved training time for new hires, reducing costs by $3.2K per employee.

Prevented $32K/month in revenue loss by restoring critical services for the City of St. Louis account.

Professional Experience

Norfolk Southern Corporation – Atlanta, GA 2022 – Present

Customer Care Associate

Managed day-to-day customer relationships across multiple business lines via CRM, phone, and email, acting as a key point of contact for shipment status, issue resolution, and account support.

Collaborated with rail terminals and billing departments to quickly resolve service and billing discrepancies, ensuring timely freight movement and client satisfaction.

Monitored and managed freight activity for assigned accounts, proactively identifying and resolving issues to prevent shipment delays.

Generated and analyzed internal reports to support operational decisions and improve customer visibility.

Educated customers on self-service tools, promote best practices, and ensure compliance with program policies to enhance efficiency and engagement.

Transmodal Solutions LLC – Atlanta, GA 2021 – 2022

Customer Service Representative III

Delivered frontline support to clients and internal teams across multiple channels (ticketing system, phone, email, chat), ensuring prompt resolution of inquiries and service requests.

Handled shipment holds, billing changes, storage guarantees, ETA requests, and data corrections to support accurate and efficient logistics operations.

Produced daily reports and billing summaries using SAP, Excel, and MS Access; identified and addressed discrepancies through proactive data analysis.

Cleared shipment errors in internal queues, directly preventing costly delays and service disruptions.

Led process improvement efforts and contributed to training documentation and SOPs to enhance team productivity and service quality.

Acted in a leadership capacity, mentoring CSR team members and supporting escalations as needed.

T-Mobile – Atlanta, GA 2019 – 2021

Specialist, Business Customer Service

Acted as the primary liaison for business and federal government clients, resolving voice and high-speed data service issues from intake through resolution.

Diagnosed technical faults, coordinated with repair teams, and ensured timely escalation of critical issues.

Maintained SLA compliance and customer satisfaction by driving end-to-end service recovery and communication management.

Tito Perry 404-***-**** Page 2

Keap (Formerly Infusionsoft) – Atlanta, GA 2019

Customer Support Specialist

Delivered expert support via phone and chat, resolving customer issues with CRM tools and promoting best practices for product usage.

Used strong technical knowledge and active listening to identify root causes and provide tailored solutions.

Contributed to internal knowledge systems to improve team efficiency and customer-facing resources.

Strengthened relationships through follow-ups, expectation management, and cross-departmental advocacy.

UPS – Atlanta, GA 2018

Part-Time Supervisor

Managed an operations team of 8 unloaders in a fast-paced logistics hub, ensuring adherence to safety and productivity standards.

Trained new staff, coached performance, and maintained workflow accuracy and efficiency during peak hours.

Sprint – Atlanta, GA 2008 – 2015

Technical Project / Program Manager I; 2014 – 2015

Directed 50+ enterprise wireless projects, including infrastructure upgrades, metro area performance tuning, and vendor coordination.

Acted as single point of contact for internal stakeholders and external partners, ensuring smooth project execution and high client retention.

Resolved network performance issues and managed escalations for high-value enterprise accounts.

Business Customer Service Representative (Lead); 2013 – 2014

Supervised and supported front-line service teams; provided coaching, training, and performance oversight.

Designed and streamlined onboarding processes to accelerate productivity and reduce training overhead.

Business Customer Service Representative II (Wireless Case Management); 2012 – 2013

Led complex case management for corporate wireless accounts, coordinating engineering support and outage remediation.

Managed network issue escalations and ensured timely resolution through ticketing and cross-functional communication.

Business Customer Service Representative II (Sales Wireless Technical HelpDesk); 2010 – 2012

Provided Tier II support to field teams and corporate clients for device, network, and account-related issues.

Diagnosed service disruptions and opened engineering tickets; supported internal escalations and product rollouts.

Business Customer Service Representative I (Wireline BTSA); 2008 – 2010

Served as the primary support contact for enterprise and government clients with voice and data circuit issues.

Managed full lifecycle of technical incidents and worked with repair teams to expedite resolutions and ensure uptime.

Additional Work Experience

Research Analyst, Autotrader.com – Atlanta, GA

Provisioning & Repair Tech, Earthlink – Atlanta, GA

International Traffic Coordinator, CNN International (Latin America) – Atlanta, GA

Supervisor, AT&T Broadband – Norcross, GA

Education & Professional Development

Bachelor of Arts in Psychology, Morehouse College

Project Management Professional (PMP), Georgia Institute of Technology

Technical Efficiencies

MS Office, MS Project, MS Access, SharePoint, Visio, AS/400, Remedy, SAP, Salesforce

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