Customer Support Specialist - 20+ Years Experience

Derrick Fountain

Charlotte, NC ***** +1-704-***-**** ***********@*****.***

Professional Summary

Resourceful customer service professional with proven leadership as Assistant Manager and Call Center Representative. Supervised and trained teams, resolved escalated issues, and maintained a 95%+ customer satisfaction rating while assisting over 100 customers daily. Experienced in setting service goals, managing KPIs, and fostering positive environments for both staff and clients.

Willing to relocate: Anywhere

Work Experience

House Parent

ChildFirst Services Inc Lake Ariel, PA

April 2020 to December 2024

• Maintained a safe and stable environment, ensuring children's well-being and security

• Prepared meals, completed laundry, ran errands, and transported children to school and medical appointments, supporting daily routines

• Assisted with homework and planned weekly activities, fostering academic growth and engagement

• Supervised children at all times, ensuring consistent safety and adherence to guidelines Call Center Customer Service Representative

Fiserv Philadelphia,PA

January 2015 to December 2020

• Assisted over 100 customers daily in a 24/7 call center by arranging airline travel, answering flight schedule questions, and resolving complaints

• Maintained a monthly customer satisfaction rating of 95% or higher by delivering prompt and effective service

• Improved average talk time by 10% by adapting communication style to each customer

• Achieved one-call resolution 90% of the time, exceeding the center's goal of 85% and increasing customer retention Assistant Manager

Royal Farms Dover, DE

July 2003 to December 2013

• Supervised, trained, scheduled, motivated, and evaluated employees, acting as second-in-command to ensure smooth operations

• Set customer service goals for team members and supported achievement, increasing team performance

• Resolved escalated complaints and ensured staff provided excellent service, exceeding customer expectations

• Assisted with budgets, controlled expenses, managed inventory, placed orders, and tracked sales to optimize profitability

• Enforced company policies, implemented directives from senior management, and contributed to strategic goals

• Oversaw hiring and scheduling of staff, ensuring adequate coverage and efficient operations

• Monitored key performance indicators (KPIs) and reported metrics to upper management to drive informed decision- making

Education

Computer Science (Bachelor's degree)

Colorado Technical University Remote

March 2016 to August 2020

Healthcare Administration (Associate's degree)

Colorado Technical University Remote

June 2014 to November 2015

Skills

Hospitality Recruiting KPI analysis Activity sales targets Data entry Networking through strategic partnership building Corporate sales environment Staff development Driver safety training Microsoft PowerPoint Cash handling Non-technical user support Community outreach Workplace health and safety regulatory compliance Household management Student organizational support Kitchen manager experience Spreadsheets Typing Professional ethics Interpersonal skills Attention to detail Working with children Youth academic support mentorship Escalation handling Fitness sales English Microsoft Word Expense management Cooking Productivity software Working with middle schoolers Shift management Call center experience Childhood development Supportive housing environments DOT (Department of Transportation) regulations Public speaking Delegation Customer information system software Food safety management Order placement Food service inventory management Operations management Sales needs analysis Serving Presentation software Customer site (as sales environment) Excel data analysis Customer communication Ticketing system technical support Mail processing Guest rapport building Coaching Team motivation (leadership skill) Clerical experience Food handling Working with high schoolers Customer relationship building Staff training Team development Equipment maintenance Student mentoring Direct support Writing skills Microsoft Excel Employee retention Driving Overseeing training Sales quoting Medication administration Computer literacy Achieving sales targets Manual handling Training Bakery Mechanical knowledge Revenue target achievement Medication assistance Cross-selling Call center agent experience Relationship management Grammar Experience Adhering to traffic regulations Cost management Computer operation Profit and loss analysis Group home experience Phone communication Team supervision Customer inquiry handling Technical Proficiency Maintaining patient confidentiality Profit & Loss statement Hiring Windows Production monitoring Warehouse experience Process improvement Office management Forecasting Conflict management Managing budgets in a finance role Lead generation Sanitation procedures Complaint handling Strategic partnerships Cleaning Customer satisfaction measurement Bending Safe work practices Key Performance Indicators Client interaction via phone calls Managing clients in a customer support role Databases Customer engagement Microsoft Teams Client relationship development Inventory control Product demos Financial reporting Team building Company vehicle operation Kitchen management Vendor relationship building Video conferences (communication methods) Crisis management Restaurant experience Hospitality management Conflict resolution Monitoring machines Youth services Computer skills Sales Confidential information handling Procurement management Microsoft Office Technical troubleshooting support Business development Heavy lifting Management Community relationship building Microsoft Outlook Calendar Food service POS systems Incident Escalation Prospecting Experience with individuals with neurodevelopmental disorders Supervising experience Communication skills Regulatory compliance Restaurant management In-person customer service Continuous improvement standards implementation Sales strategy Inventory management Managing hospitality teams Leadership development Mentoring Practicing as a mental health professional Face-to-face communication Order entry Closing sales leads Staffing management Cost control Teamwork Experience with children Microsoft Outlook Project task coordination Food production Task prioritization Managing food service teams Documentation review Faculty collaboration Team management Customer retention Decision making Kitchen experience Leadership Cross-functional collaboration Sales management systems proficiency Record keeping Employment & labor law Outdoor work Deal closing Caregiving Cross-functional communication Team leadership Operating systems Word processing Fast casual experience Guest relations Employee relationship building Phone etiquette Customer service Processing cash transactions CRM system proficiency Experience with individuals with cognitive disabilities Bookkeeping Experience with individuals with mental health conditions Organizational skills Research Basic math Live-in employment Student supervision Performance evaluation Foreign language proficiency Food safety Documentation tools Weight handling in the workplace Desktop applications Administrative experience Food service management - Food service management experience (6-10 years) Food preparation CRM software One-on-one youth mentoring Office record organization Objection handling (sales technique) Languages

English - Fluent

Certifications and Licenses

Food Safety Certification

December 2025 to December 2028

Cert# 82725104

Driver's License

April 2028

Class D

April 2028

Food Handler Certification

First Aid Certification

ServSafe

AED Certification

CPR Certification

CPI Certification

Additional Information

Authorized to work in the US for any employer

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