Customer Support Specialist with 4+ Years Experience

ROMARIO PYNE

Customer Support Specialist

Montego Bay, St. James, Jamaica 876-***-**** *********@*****.*** PROFESSIONAL SUMMARY

Customer Support and Technical Support professional with 4+ years of experience delivering high-quality service in fast-paced environments. Proven ability to manage complex inquiries, support digital order management, and collaborate with cross-functional teams to resolve escalated issues. Highly skilled in email and multi-channel support, CRM tools, Zendesk, and problem resolution. Recognized for professionalism, accuracy, and customer-focused communication. CORE SKILLS

● Customer Support & Client Engagement

● Order Management (Cancellations, Refunds, Returns)

● Tier 2 Escalation Handling

● Email-Based Customer Support

● Technical Troubleshooting

● CRM & Google Workspace

● Zendesk

● Salesforce

● Active Listening & Clear Communication

● Time Management & Accuracy

● Cross-Functional Collaboration

PROFESSIONAL EXPERIENCE

Etech — Client Success Champion

September 12, 2026 – Present

● Manage client accounts within debt consolidation programs while ensuring accuracy and compliance with company procedures.

● Add and remove debts from customer accounts based on updated creditor information and client program adjustments.

● Manage and maintain client deposit schedules, ensuring accurate tracking of payments and schedules.

● Assist clients with account inquiries and provide guidance regarding their debt consolidation progress.

● Maintain detailed documentation of account updates and client interactions to ensure accurate financial records.

MODSQUAD — Team Lead

July 1, 2025 – January 1, 2026

● Guided and supported agents with day-to-day tasks to ensure efficient workflow and ticket resolution.

● Assisted agents with ticket-related questions and provided direction on proper issue resolution.

● Conducted guidance sessions with agents requiring additional learning assistance or performance support.

● Monitored ticket quality and provided constructive feedback to maintain high service standards.

● Collaborated with internal teams to resolve escalated customer concerns. MODSQUAD (Side Role) — Tier 2 Customer Support Agent November 2021 – June 30, 2025

● Supported multiple campaigns in a Tier 2 capacity, primarily handling email-based customer inquiries.

● Monitored and managed bookstore digital orders for college students, ensuring order accuracy and timely resolution.

● Processed order cancellations and refunds for digital purchases in accordance with company policies.

● Edited order items and customer details to resolve order discrepancies.

● Escalated complex or high-risk issues to appropriate departments when beyond Tier 2 scope.

● Managed Scent Beauty campaign support exclusively via email, including cancellations, returns, shipping updates, and order status resolutions. Conduent HR Solutions — Customer Service Representative September 2021 – June 2025

● Served as first point of contact for clients enrolling in medical benefits, providing clear guidance and accurate information.

● Guided customers through complex systems and enrollment processes to ensure confidence and successful completion.

● Addressed and resolved client concerns efficiently, escalating issues to internal teams when required.

● Maintained strong customer relationships through professional communication and active listening.

● Consistently exceeded performance targets through timely and accurate issue resolution. Advance Call Centre Tech (AT&T Account) — Technical Support Specialist February 2021 – September 2021

● Provided technical troubleshooting support to customers via phone.

● Delivered clear, step-by-step guidance to non-technical users.

● Escalated unresolved technical concerns to advanced support teams when necessary. 24-7 Intouch — Customer Service Representative

October 2020 – January 2021

● Delivered multi-channel customer support (phone, email, chat).

● Assisted customers with platform navigation, purchases, and general inquiries.

● Built rapport with customers while maintaining a professional and positive tone. National Youth Service — Administrative Assistant

April 2017 – August 2019

● Maintained accurate records and processed invoices.

● Supported daily office operations, including inventory and equipment management.

● Assisted cross-functional teams with administrative and customer-facing tasks. EDUCATION

Godfrey Stewart High School — High School Diploma

June 2015

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