Customer Support Specialist with Salesforce Expertise

Mario Adractas

818-***-**** *************@*****.***

WORK HISTORY

Customer Support Specialist

Covetrus 02/2023 – Present

• Provided Tier 0 and Tier 1 ticket resolution via email and Microsoft Teams, ensuring prompt resolution of inquiries and technical issues for over 12,000 accounts using SAP Back Office, Salesforce, Confluence, and JIRA.

• Served as the sole point of contact to educate members and customers via phone, webchat, and email and supported over 200 salespeople and account managers, addressing questions and troubleshooting challenges related to the new company website.

• Managed a high volume of customer emails, triaging and escalating issues to appropriate technical or management teams while maintaining excellent omnichannel support.

• Collaborated closely with Tier 2 Tech Support via the JIRA ticketing system to resolve complex issues and provide seamless solutions.

• Participated in daily management meetings to stay informed about emerging issues and maintain consistent team coverage through performance metrics and analysis.

• Resolved member concerns through CRM proficiency, collaborated and escalated to management when needed to improve a customer’s experience.

Customer Support Specialist

REI Systems 04/2021 – 12/2023

• Delivered Tier 1 customer support solutions via email using the Zendesk ticketing system, resolving client issues with the company’s GovGrants SaaS platform built on Salesforce.

• Assisted with updates to Salesforce to maintain accurate records and reduce complexity and costs.

• Analyzed and triaged client issues, ensuring timely and accurate resolutions by running scripts in Workbench to address broken code and prevent system failures.

• Achieved service goals, documented processes, and suggested improvements for efficiency, and customer first contact resolution.

• Actively participated in daily Global Support Team meetings via Microsoft Teams, setting clear expectations for ticket management and discussing improvements to customer service workflows.

• Engaged with clients in weekly meetings to address concerns, propose solutions, and foster strong relationships, contributing to increased customer satisfaction and retention.

• Collaborated with project and developer teams through the TFS ticketing system, ensuring customer cases were resolved efficiently and effectively.

Customer Support Manager

Glue Up 12/2019 – 03/2021

• Provided Tier 1 technical support for the Glue Up SaaS CRM platform, answering customer inquiries via email and phone while simultaneously training internal team members on ticket management processes.

• Authored and implemented a comprehensive Standard Operating Procedure (SOP) for ticket maintenance, reducing the overall ticket count by 50% and streamlining workflows.

• Co-managed the Global Support Team through weekly video meetings, setting performance expectations and coordinating long-term projects to enhance support operations.

• Worked closely with engineering, advanced accounting, and customer success teams to resolve technical challenges, ensuring customer satisfaction and minimizing churn.

• Demonstrated mastery of company software by achieving over 90% on internal proficiency tests, showcasing a deep understanding of technical platforms and processes.

• Assisted Human Resources and executive staff in planning and executing office events, fostering a positive and collaborative workplace culture.

Customer Support Specialist

LeaseAccelerator 08/2017 – 11/2019

• Managed daily customer interactions via email and Zoom, addressing queries related to the LeaseAccelerator proprietary accounting enterprise software system used by over 200 Fortune 500 companies.

• Investigated and resolved incoming customer cases, managing a caseload of 50+ ongoing issues while utilizing Salesforce, SharePoint, and Slack to track and document resolutions.

• Partnered with engineering, advanced accounting, and customer success teams to address technical and accounting-related inquiries, ensuring seamless user experiences.

• Maintained a high standard of customer experience enhancement by providing accurate, timely solutions and establishing strong client relationships.

Data Center Assistant to Project Managers

Whiting-Turner 03/2016 – 08/2017

• Collaborated with project managers to develop and implement security protocols for a new data center construction project, ensuring compliance with client specifications.

• Facilitated logistics for team meetings between clients and project teams, streamlining case management.

• Trained subcontractor teams on client-based digital security systems, enhancing overall project efficiency and compliance.

Amazon

Delivery Logistics Coordinator 11/2015 – 03/2016

• Oversaw the daily distribution of over 200 items, coordinating with warehouse staff, support services, and management to meet delivery targets.

• Resolved field issues such as lost, damaged, or undeliverable items, ensuring timely customer resolutions and maintaining high satisfaction rates.

• Maintained delivery vehicles according to company standards, contributing to operational efficiency and reliability COMPUTER PROGRAMS & SKILLS

• SAP, Salesforce, JIRA, Zendesk, Confluence, Workbench, TFS, SharePoint, Slack, Microsoft Teams, Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).

• Bilingual in English and Greek; semi-proficient in Spanish.

• Customer service excellence, technical problem-solving, process improvement, team training, and relationship management.

• Strong writing and editing abilities and teaching credentials. CAREER ACHIEVEMENTS

• Spearheaded a 50% reduction in customer support tickets at Glue Up, achieving the highest resolution rate on the team.

• Successfully supported Fortune 500 clients at LeaseAccelerator, resolving high-priority cases and enhancing user satisfaction.

• Authored SOPs at Glue Up that streamlined ticketing processes, improving team efficiency and client response times.

• Earned over 90% on internal software proficiency tests, showcasing advanced technical capabilities. EDUCATION

Virginia Polytechnic Institute and State University (Virginia Tech)

• Bachelor of Arts Degree in History (Classics); Minor in English

• Study Abroad Program (Switzerland)

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