Remote Chat Support Agent - Customer Service

LEWIS W. MUSTARD, JR.

Hillsborough, NC ***** 813-***-**** *****.*******@*****.***

REMOTE CHAT SUPPORT & CUSTOMER SERVICE PROFESSIONAL

Customer Support Written Communication Issue Resolution Remote Operations

PROFESSIONAL PROFILE

Customer-focused service and operations professional with 30+ years of experience supporting customers, residents, vendors, employees, and business partners in fast-paced service environments. Strong written and verbal communicator with a proven record of resolving issues, managing multiple priorities, documenting activity, coordinating follow-up, and maintaining a high standard of accuracy and professionalism. Self-directed, dependable, and comfortable using digital systems and AI-assisted productivity tools to communicate efficiently and solve problems.

CORE QUALIFICATIONS & ATS KEYWORDS

Live Chat Customer Support Written Customer Communication Customer Inquiry Resolution Troubleshooting Multitasking & High-Volume Work Accurate Documentation Customer Records CRM / Digital Systems Issue Escalation Service Recovery Product & Service Guidance Cross-Functional Collaboration Attention to Detail Process Improvement Independent Remote Work Time Management Customer Satisfaction AI-Assisted Productivity Tools

SELECTED CUSTOMER SERVICE RESULTS

• Delivered high-touch service in a 140-resident independent living community while coordinating numerous time-sensitive resident, family, vendor, and staff requests.

• Improved the customer base by 200% within two years after implementing customer surveys and service enhancements.

• Increased resident occupancy from 85% to 93% within the first year of a new management role, surpassing projections.

• Created employee training and orientation programs that reduced the typical 90-day transition period to 30 days.

• Improved sales by 417% through needs-based communication and clear explanation of product value.

PROFESSIONAL EXPERIENCE

OPERATIONS MANAGER 2004 - Present

SOHO Leisure Group Tampa, FL

• Respond to questions and operational issues from customers, managers, employees, vendors, service providers, and governing authorities, providing clear information and driving requests through resolution.

• Manage multiple simultaneous priorities across restaurants, nightclubs, convenience stores, and property management businesses while maintaining accuracy, professionalism, and follow-through.

• Document and track banking, payroll, utilities, insurance, licensing, vendor accounts, billing, compliance, budgeting, and other operational activity across multiple companies.

• Resolve customer and service issues, coordinate with the appropriate internal or external party, and escalate more complex matters when necessary.

• Identify and implement service improvements, employee training, POS systems, and workflow changes that improve reliability, efficiency, and the customer experience.

• Developed customer surveys and service enhancements that contributed to a 200% increase in the customer base within two years.

• Contributed to website, digital-content, promotional, and customer-engagement initiatives that increased internet traffic by 21% and workshop sign-ups by 20%.

COMMUNITY MANAGER 2021 - 2026

Hawthorn Senior Living LLC Franklin, MA & Chesapeake, VA

• Served as a primary point of contact for residents and families, responding to questions, resolving concerns, and coordinating service requests with staff and vendors.

• Managed numerous concurrent requests and changing priorities in a fast-paced 140-resident community while maintaining a service-first approach.

• Communicated clearly and professionally with residents, families, employees, vendors, and management and ensured appropriate follow-up on open issues.

• Documented operational activity, coordinated schedules and service needs, and directed issues to the appropriate department or provider.

• Increased occupancy from 85% to 93% in the first year while maintaining strong resident satisfaction and financial performance.

• Led hiring, training, coaching, and performance support with an emphasis on consistent, responsive customer service.

EXECUTIVE DIRECTOR 2008 - 2012

House of Hope Tampa Bay Tampa, FL

• Managed complex day-to-day questions and concerns from families, employees, community partners, and service providers with discretion, empathy, and clear communication.

• Coordinated staff, facilities, service delivery, administrative priorities, and community relationships for a nonprofit residential organization.

• Resolved problems quickly, documented follow-up needs, and connected stakeholders with the appropriate resources or decision-makers.

MARKETING DIRECTOR 2004 - 2008

House of Hope Tampa Bay Tampa, FL

• Created customer- and community-facing written content across promotional and digital channels with close attention to clarity, tone, and audience needs.

• Helped revise website content, promotional materials, and messaging, contributing to increased digital traffic and program participation.

SALES MANAGER 2000 - 2008

Xerox Tampa, FL & Aspen, CO

• Answered customer questions, identified needs, explained product options, resolved concerns, and coordinated service through completion.

• Improved sales by 417% through clear communication of product value and customer-focused problem solving; received the Xerox Presidential Award.

TECHNOLOGY & CUSTOMER SUPPORT TOOLS

Digital customer communication Business reporting and recordkeeping POS systems and payment workflows Website and digital content Online reputation management AI-assisted research, writing, and productivity tools Comfort learning CRM, live-chat, and customer support platforms

EDUCATION

Bachelor of Arts, Radio / TV / Film — Auburn University, Auburn, AL, 1991

LICENSES, TRAINING & RECOGNITION

Xerox Presidential Award Certificate of Excellence for Outstanding Customer Service - Sluurpy Acadium Digital Marketing Apprenticeship (240+ hours) FAA Part 107 License FCC License ServSafe License (FL, AK, MA)

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