Remote Technical Support & Customer Experience

ELEY DOWNES IV

REMOTE TECHNICAL SUPPORT & CUSTOMER EXPERIENCE

Oxford, GA 470-***-**** **.******.****@*****.***

PROFESSIONAL SUMMARY

Customer-focused support professional and U.S. Army veteran with 3+ years of experience helping customers resolve account, product, service, and technology-related concerns. Proven success supporting 30-50+ customers daily, documenting interactions in CRM systems, de-escalating frustrated customers, and explaining solutions clearly. Prepared to deliver reliable remote technical support in a structured, fast-paced environment.

CORE SKILLS

Technical Support: Troubleshooting Account and device support Windows PC navigation Microsoft Office

Customer Experience: Phone, email and chat support De-escalation Probing questions Step-by-step guidance

Systems & Remote Work: CRM and case documentation Google Workspace Slack Microsoft Teams Zoom

PROFESSIONAL EXPERIENCE

Corporate Trainer / Client Representative New Acquisitions (AT&T Program) Sandy Springs, GA

Sep 2025 - Nov 2025

Supported 30-50+ customers daily with account updates, product questions, service concerns, and basic troubleshooting.

Used active listening and probing questions to isolate issues, explain next steps, and reduce repeat contacts.

Documented customer interactions and outcomes in CRM systems and escalated unresolved issues through the proper channels.

Trained and onboarded team members on customer-care standards, communication techniques, and accurate documentation.

Property Management Support Bayou Oaks Residential LaPlace, LA

Jun 2024 - Jun 2025

Handled resident service requests and policy questions by phone and email while maintaining a calm, solutions-focused approach.

Coordinated updates between residents and vendors, tracked requests through completion, and maintained clear records.

Senior Account Manager And Co Consulting (Cydcor - AT&T Mobility) Metairie, LA

Oct 2021 - Feb 2024

Managed customer accounts, explained mobile products and service options, and resolved account and service issues with a retention-focused approach.

Navigated multiple customer needs, communicated updates proactively, and helped lead team routines that improved service consistency.

Culinary Specialist U.S. Army United States

Sep 2019 - Feb 2021

Supported field and garrison operations under strict timelines, safety requirements, and chain-of-command standards.

Trusted with time-sensitive, high-pressure duties where accurate execution, accountability, and team reliability were critical.

Received two leadership recognitions for dependable performance, including recognition connected to the Sergeant Major of the Army.

EDUCATION

GlobalTech College Business Management Diploma Coursework Dec 2024

12 credits completed 4.0 GPA Microsoft Office I, Business Communications with AI, Business Ethics

Spring Hill College Graphic Design Coursework 17 credits completed 2018-2019

High School Diploma Saks High School Anniston, AL 2018

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