Customer Support Specialist & Client Operations

Amir Farooq

West Sacramento, CA 925-***-**** **************@*****.***

Summary

Customer Support Specialist with 6+ years of experience supporting clients across SaaS, education, and service environments. Skilled at phone, email, and virtual support, technical troubleshooting, and prioritizing high-volume requests to ensure timely resolutions. Proven in developing processes that improved response efficiency and reduced issue resolution time while maintaining professionalism in fast-paced settings.

Work Experience

Own Your Power Coaching Jun 2022 - Present

Client Operations Coordinator Remote

• Serve as primary point of contact for clients, vendors, and stakeholders via phone, email, and helpdesk software, resolving inquiries and ensuring timely follow up

• Coordinate client communications and scheduling across multiple departments to support efficient business operations

• Manage 50+ weekly client interactions through email, phone, and virtual meetings for SaaS platform support, ensuring timely issue resolution and customer satisfaction

• Handle confidential client information while maintaining accuracy and professionalism

• Develop and maintain operational processes and ticket management workflows that improve communication, organization, and customer experience

• Utilized Salesforce Service Cloud to track client issues and escalate to support teams for prompt resolution Del Oro High School May 2020 - Jan 2026

Program Director & Head Basketball Coach Loomis, CA

• Served as primary point of contact for 100+ athletes, parents, administrators, and community members

• Managed 50+ weekly communications across email, phone, and in-person channels, resolved concerns, and handled escalated situations while maintaining strong relationships

• Implemented communication systems that improved response efficiency and program transparency

• Collaborated with school leadership, staff, and community partners to ensure successful program operations Facebook Oct 2020 - May 2022

Client Support Specialist Mountain View, CA

• Resolved approximately 20–25 client support cases and service requests daily across software platforms, digital tools, and technology solutions while meeting service level expectations.

• Investigated, documented, and triaged complex support cases, escalating issues to engineering, product, and sales teams when additional technical expertise was required

• Partnered with cross-functional teams to identify recurring user issues and contribute feedback that improved platform functionality and support processes

• Maintained accurate case documentation, tracked issue trends, and ensured timely follow-up on escalated requests through resolution

• Reduced average issue resolution times by approximately 20% through improved documentation, knowledge sharing, and streamlined support workflows

• Maintained service level expectations and consistently prioritized support requests based on urgency, business impact, and customer needs.

Prestige Printing & Graphics Jun 2018 - Dec 2020

Customer Service Specialist San Ramon, CA

• Provided excellent customer service to clients, responding to inquiries and troubleshooting issues related to printing orders via phone, email, and in-person interactions

• Managed email correspondence with clients regarding order status, specifications, and any requested changes or revisions

• Coordinated with production team to ensure timely completion and delivery of printing orders, communicating any special instructions or client preferences

• Maintained detailed customer records and communicated updates throughout the order lifecycle

• Resolved customer complaints and concerns in a timely and professional manner, striving to exceed customer expectations and maintain positive relationships

Education

California State University of Sacramento

B.A., Business Management

Skills

• Support & Troubleshooting: Customer Support, Customer Success, Client Relations, Phone Support, Email Support, Account Support, Technical Troubleshooting, Issue Resolution, Ticket Management, Escalation Management, Conflict Resolution, SaaS

• Collaboration & Documentation: Cross Functional Collaboration, Stakeholder Management, Data Entry & Record Management, Knowledge Base Documentation

• Software & Tools: Microsoft Office Suite, Google Workspace, Zoom, Slack, CRM Systems, Ticket Management Systems, Calendly, Project Coordination Tools, Helpdesk Software, Help Scout, Salesforce, Service Cloud

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