Customer Support Specialist and Cloud Security

Lucky Nyaga

Customer Service Representative Customer Support Specialist

Frisco, TX 75036 469-***-**** ************@*****.***

PROFESSIONAL SUMMARY

Dedicated Customer Service Professional with over 10 years of experience supporting customers across finance, healthcare, and technology industries. Experienced in handling customer inquiries, resolving complaints, managing customer records, and delivering exceptional service through phone, email, and chat. Strong communication, problem-solving, relationship-building, and organizational skills with a consistent record of exceeding customer satisfaction goals.

CUSTOMER SERVICE SKILLS

Customer Service Complaint Resolution CRM Active Listening Communication Conflict Resolution Phone, Email & Chat Support Documentation Time Management Microsoft Office Google Workspace Teamwork Problem Solving

Security G Tools

Microsoft Defender, SolarWinds, VPN, VLANs, TCP/IP, Firewalls, Endpoint Security, Microsoft Cloud App Security (MCAS)

Productivity Tools

MS Office Suite, Google Suite, ServiceNow, Jira, Planview, SharePoint, DITA, CMS

Platforms

PROFESSIONAL EXPERIENCE

Hidden Springs, Mckinney, TX — Customer Support Specialist II

Feb 2024 – Present Remote

Handled incoming customer support requests escalated from front-line support, ensuring timely and

accurate issue resolution.

Responded to customer inquiries via phone and online channels, providing clear guidance and solutions

to technical concerns.

Researched and troubleshot hardware, software, and user access issues, identifying root causes and

resolving problems efficiently.

Led cloud security assessments and configuration reviews using Microsoft Defender, MCAS, Intune, and

MIP.

Monitored performance using Azure Monitor and SolarWinds, proactively resolving system alerts.

Customer Service Complaint Resolution CRM Active Listening Communication Conflict Resolution Phone, Email & Chat Support Documentation Time Management Microsoft Office Google Workspace Teamwork Problem Solving

Boingo Wireless, Dallas, TX — Customer Service Representative

Nov 2021 – Jan 2024 Remote

Assisted customers with account inquiries, product information, billing-related questions, and service requests.

Provided timely and accurate solutions to customer concerns while maintaining a positive and professional attitude.

Resolved customer complaints by researching issues, coordinating with internal teams, and ensuring complete resolution.

Processed customer requests, account updates, and service documentation with a high level of accuracy.

Escalated complex customer issues to appropriate departments while maintaining ownership of each case.

Built strong customer relationships through active listening, empathy, and effective communication.

Maintained detailed records of customer interactions and case activities to support quality service delivery.

Worked collaboratively with team members to improve customer satisfaction and achieve departmental performance goals.

Protected confidential customer information by following company policies and data privacy procedures.

Consistently met key performance indicators, including customer satisfaction, response time, and quality assurance standards

Dairy Farmers of America, Grapevine, TX Remote

May 2018 to Oct 2021 Accounts Payable/Receivable Specialist/ Customer Service

•Reviewed/monitored vendor expenditures, maintaining detailed records to ensure accuracy and compliance.

•Initiated calls to vendors to verify invoice details, resolve discrepancies, and ensure timely payments.

•Coordinated invoice submission and remittance processing to ensure timely payments and accurate posting before sending receipts of funds to vendors.

•Collected supporting documentation and facilitated the onboarding process for new suppliers on the Coupa procurement platform. Collaborated with procurement on strategic enablement.

•Identified, researched, reported, and completed tasks or issues related to implementation.

•Collaborated with AP leadership to communicate issues and day-to-day operations proactively

•Followed up with vendors regarding payment status & account inquiries to maintain strong relationships.

Epsilon — Customer Service Representative/Medical biller

Mar 2016 – April 2018 Remote

Responded to customer inquiries regarding accounts, services, billing questions, and general support requests.

Delivered outstanding customer service by resolving issues efficiently while maintaining a friendly and professional demeanor.

Processed customer information accurately and maintained complete documentation in company systems.

Assisted customers with account maintenance, service updates, and payment-related inquiries.

Coordinated with internal departments to ensure timely resolution of customer concerns.

Educated customers on company products, policies, and available service options.

Maintained confidentiality of customer information while complying with company

EDUCATION

•Bachelor of Science at Kenyatta University, Nairobi, Kenya.

Business administration Class of 2012

CERTIFICATIONS

HIPAA Privacy & Security Awareness

Medical Billing & Coding Fundamentals

Customer Service Excellence

Microsoft Office (Excel, Word & Outlook)

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