Customer Support Specialist (Tier II)

John Douglas

Jonesboro, GA • [470-***-****] • [****************@*****.***]

Professional Summary

Customer support specialist with 4+ years delivering high-volume support across live chat, email, and phone in fast-paced remote environments. Known for clear written communication, accurate documentation, first-contact resolution, and a calm, empathetic approach to every customer interaction. Consistent track record of meeting performance goals, identifying process improvements, and contributing to a positive team environment. Known for strong written communication, attention to detail, and a customer-first mindset that consistently drives satisfaction and retention.

Core Skills

•Technical assistance and setup

•Sales and upselling

•Incident Response & Reporting

•Team Leadership & Shift Supervision

•Conflict De-escalation

•HIPAA Compliance

•Data Accuracy & Case Management

•Customer / Client Relations

Professional Experience

Client Finance Specialist

[Beyond Finance – Remote/Jonesboro, Ga]

•Managed client financial accounts, ensuring accuracy, compliance, and timely updates

•Communicated with clients to resolve issues, explain processes, and maintain trust

•Handled sensitive financial information with strict confidentiality

•Maintained detailed documentation and case notes for each client interaction

•Worked in a fast-paced environment requiring attention to detail and professionalism

Customer Service Rep- Tier II

[Golden Customer Care]- [Remote]

[Sep. 2022- July-2025]

•Resolved escalated customer issues, improving satisfaction rates by 20%.

•Assisted users with troubleshooting and diagnostics, reducing downtime by 15%.

•Managed customer expectations and provided updates within 30 minutes, speeding up issue resolution by 25%.

•Delivered prompt chat and email support, ensuring timely customer interactions.

•Performed root cause analysis on recurring issues and developed training videos to educate customers on new features.

Security Supervisor

[Manning and Associates] – [Atlanta, GA]

[JUL 2015- SEP 2021]

•Supervised a team of 4 officers across multiple shifts, ensuring full site coverage and compliance

•Responded to incidents including disturbances, safety hazards, and emergencies

•Wrote detailed incident reports used by management and law enforcement

•Trained new officers on post orders, patrol procedures, and safety protocols

•Coordinated with clients and management to resolve security risks

Security Officer

[Location2Location Film Security] – [Atlanta, Ga]

[JAN 2013- JUL 2015]

•Monitored CCTV systems and controlled facility access points

•Conducted routine patrols to prevent theft, vandalism, and safety violations

•Enforced company policies and de-escalated conflicts when necessary

•Assisted in emergency response situations

•(Served as acting site Manager during staffing shortage- liaison between film crew and security personnel)

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