Customer Service & Remote Support Specialist

Scott Williamson

Florence, SC ***** • 843-***-**** • ********************@*****.***

PROFESSIONAL SUMMARY

Client-focused customer service professional with 10+ years of experience across customer support, retail operations, and relationship management. Skilled at engaging customers, uncovering needs, and resolving issues efficiently while maintaining accuracy and disciplined adherence to procedures. Proven track record of building rapport, de-escalating concerns, and delivering consistent, high-quality service in fast-paced, deadline-driven environments. Comfortable multi-tasking under time constraints and proficient with Microsoft Office.

CORE QUALIFICATIONS

• Customer Service & Relationship Building • Needs Assessment & Problem Resolution

• Issue Escalation & Conflict Resolution • Clear, Courteous Communication

• Process Compliance & Quality Assurance • Cash Handling & Transaction Accuracy

• Team Leadership & Coaching • Microsoft Office & Business Software

• Cross-Functional Team Collaboration • Multi-Tasking Under Time Constraints

PROFESSIONAL EXPERIENCE

Honda — Operations Analyst May 2025 – Present

•Operate automated systems with a strong focus on quality, accuracy, and service reliability — applying the same disciplined attention to detail required to consistently meet customer expectations.

•Audit systems and processes to identify issues early, supporting continuous improvement and reducing errors that could otherwise affect downstream customers.

•Apply disciplined operational practices aligned with quality and performance standards under time-sensitive conditions.

Food Lion — Department Manager March 2024 – May 2025

•Managed daily operations, customer experience, and performance metrics in a fast-paced retail environment, engaging customers directly and resolving service issues on the spot.

•Led and coached front-line staff on customer service standards, prioritization, and workflow management to maintain accuracy and accountability.

•Handled cash transactions and customer-facing administrative duties requiring precision under deadline pressure.

ACS Technologies — Senior Product Owner / Project Manager May 2022 – January 2024

•Served as the primary point of contact for client and stakeholder needs, translating requirements into action plans — the same needs-uncovering approach used to identify and resolve customer concerns.

•Analyzed customer feedback and support data to guide decisions; collaborated with leadership to manage expectations and deliver on commitments.

ACS Technologies — Certified Product Owner / Project Manager November 2013 – May 2022

•Translated business requirements and client feedback into clear, actionable plans for web and mobile products across the full lifecycle, identifying risks early to keep delivery on track.

•Implemented metrics-driven process improvements that increased team efficiency and customer satisfaction; partnered with support and leadership teams to ensure alignment.

ACS Technologies — Customer Support Representative October 2003 – November 2013

•Acted as a key voice of the customer for 10 years, engaging clients directly, identifying needs, and resolving complex issues through structured problem-solving and clear, courteous communication.

•Collaborated with internal teams to escalate issues and clarify requirements, building the relationship-focused, service-first foundation now applied across every customer-facing role since.

EDUCATION & CERTIFICATIONS

Bachelor of Business Administration — Francis Marion University, Florence, SC

Certified Product Owner (CPO)

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