Customer Support Specialist - CRM & Ticketing Expert

MAKEISHA T. FOSTER

LinkedIn: www.linkedin.com/in/makeishafoster 757-***-**** ********.*.******@*****.***

CUSTOMER SUPPORT SPECIALIST CUSTOMER EXPERIENCE CRM & TICKETING SYSTEMS

Customer-focused professional with experience supporting users, managing service requests, and resolving issues across digital platforms. Skilled in using CRM and case management systems to track customer inquiries, provide timely resolutions, and ensure a seamless customer experience. Strong communicator with the ability to troubleshoot issues, guide users through processes, and collaborate with internal teams to deliver effective solutions.

CORE SKILLS

Customer Support & Issue Resolution CRM & Ticketing Systems (ServiceNow, Salesforce) Customer Communication (Email, Chat, Teams) Case Management & Request Tracking Customer Experience & Retention Troubleshooting & User Support Cross-Functional Collaboration Process Improvement

PROFESSIONAL EXPERIENCE

Customer Success / Project Management Specialist, U.S. Coast Guard – Washington, DC, Nov 2024 – Oct 2025

• Respond to customer inquiries and support requests through digital platforms, ensuring timely resolution

• Manage and track customer tickets within case management systems from intake to completion

• Serve as a primary point of contact for users, providing updates and resolving issues

• Troubleshoot issues and guide users through systems, processes, and service requirements

• Collaborate with internal teams to escalate and resolve complex customer concerns

Senior Requirements Analyst / Customer Support & Client Services, Defense Health Agency – Falls Church, VA, Jun 2024 – Oct 2024

• Provided customer support by managing and resolving service requests across email and collaboration tools

• Tracked and monitored customer inquiries using CRM and ticketing systems

• Communicated clearly with users regarding request status, timelines, and issue resolution

• Guided users through processes and system requirements to improve overall experience

• Partnered with internal teams to resolve issues efficiently

Management and Program Analyst, Naval Surface Warfare Center – Dahlgren, VA, Sept 2022 – Sept 2023

• Managed customer requests and ensured timely resolution through coordination with internal teams

• Maintained communication with users to provide updates and support issue resolution

• Tracked service requests and workflows using internal systems

• Identified and supported process improvements to enhance customer experience

Workforce Management Analyst, United States Air Force – Hampton, VA, Apr 2019 – Sept 2022

• Resolved customer inquiries by providing clear guidance on processes and policies

• Managed multiple service requests while maintaining responsiveness and accuracy

• Maintained communication with users to ensure issues were resolved

• Documented customer interactions and tracked request progress

Survey Statistician, U.S. Census Bureau – Washington, DC, Aug 2016 – Aug 2018

• Engaged with customers to collect, verify, and clarify information

• Addressed customer concerns and provided support to improve participation

• Maintained accurate records of customer interactions

Survey Statistician, U.S. Department of Agriculture – Washington, DC, May 2015 – Aug 2016

• Communicated with customers to support data collection and resolve questions

• Maintained records of customer interactions and progress

• Provided clear explanations to improve customer understanding

Mathematical Statistician, U.S. Department of Energy – Washington, DC, Aug 2013 – May 2014

• Managed customer inquiries and tracked interactions using Salesforce CRM

• Resolved discrepancies and ensured accurate data reporting

• Maintained documentation of customer issues and resolutions

Systems Requirements Developer, U.S. Department of Labor – Washington, DC, Feb 2012 – Aug 2013

• Gathered and clarified user requirements to support system improvements

• Responded to inquiries and tracked requests using internal systems

• Supported enhancements to improve user experience

TOOLS & SYSTEMS

CRM & Ticketing Systems: ServiceNow, Salesforce

Customer Support Platforms: Email, Chat, Microsoft Teams

Productivity Tools: Microsoft 365 (Word, Excel, PowerPoint), SharePoint

Workflow & Tracking: Case Management Systems, Data Tracking Tools

EDUCATION

Bachelor of Science, Business Administration (Marketing)

Christopher Newport University

CERTIFICATIONS AND PROFESSIONAL DEVELOPMENT

Google Project Management Essentials, Google

Skills: Agile Project Management, Stakeholder Communication, Risk Management

Google AI Essentials, Google

Skills: Generative AI, Prompt Engineering, Responsible AI

Career Essentials in Project Management, Microsoft and LinkedIn Learning

Skills: Project Planning, Budget Development, Project Communications

Product Management Training, LinkedIn Learning

Skills: Product Innovation, Product Road Mapping

Cybersecurity Coursework, Coursera

Skills: Security Fundamentals, Threat Awareness

Lean Six Sigma Black Belt, Green Belt, Yellow Belt

DAU Requirements Management Level C

DAWIA Acquisition Training

SOC 2 Compliance Essentials

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