Customer Support & Technical Troubleshooting Professional

Justin Paquin

Orange City, FL P: 407-***-****

*************@*****.***

PROFESSIONAL STATEMENT

Customer service professional with over 10 years of experience in technical support, account management, and high-volume client resolution. Skilled at troubleshooting issues, delivering clear communication, and maintaining strong customer satisfaction. Proven ability to handle sensitive matters professionally while achieving excellent performance metrics. EDUCATION

Barry University - Juris Doctorate - May 2010

Admitted to the Florida Bar September 2010

University of Central Florida - Bachelor of Science, Legal Studies - May 2006 WORK EXPERIENCE

FOUNDEVER - Credit Card Specialist

Deland, FL. June 2026 - Present

● Provide direct client support, resolving account and financial inquiries. CONCENTRIX (Remote)- Tier I & Tier II Tech Support Lake Mary, FL. June 2015 – May 2026

● Managed client relationships and drove successful adoption of SaaS and cloud solutions, achieving 80% first-contact resolution and 90% average CSAT.

● Reduced churn by 35% through proactive engagement, root-cause analysis, and focused support that helped clients realize ongoing value.

● Conducted onboarding sessions, technical troubleshooting, and training to accelerate user proficiency and platform utilization.

● Coordinated with internal teams (engineering, product, support) to resolve blockers and ensure positive customer outcomes.

● Monitored usage and engagement metrics, documented insights, and contributed to continuous improvement of client experiences.

THE ME LAW FIRM - Associate Attorney.

Orlando, FL. February - September 2012

● Conducted comprehensive legal research, document review, analysis, and summarization to support client cases.

● Drafted memos, correspondence, and other materials while managing multiple matters with strong organizational skills. KEY SKILLS & COMPETENCIES

● Technical Troubleshooting & Product Adoption

● Onboarding, Training & Value Realization

● Account Health Monitoring & Retention

● Cross-Functional Collaboration

● Stakeholder Communication & Business Reviews

● CRM & Ticketing Systems

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