Customer Retention & IT Support Specialist
Resume:
Benjamin Malone
Milwaukee, WI, WI 53222 +1-414-***-**** *********@*****.***
Professional summary
Resourceful Customer Service Representative with over 4 years of client-facing experience in retention and technical support. Demonstrates strong communication, CRM proficiency, and problem-solving skills in fast-paced, remote environments. Proven ability to resolve inquiries efficiently and collaborate with internal teams to enhance customer satisfaction.
Authorized to work in the US for any employer
Work experience
Business Retention Specialist
Spectrum Charlotte, NC
July 2023 to Present
• Maintained and upsold current commercial clients at risk of leaving, enhancing customer retention and satisfaction
• Engaged clients with tailored solutions to meet their business needs and prevent churn
• Collaborated with internal teams to address client concerns and improve service offerings Business Retention Representative
SPECTRUM BUSINESS Charlotte, NC
July 2023 to January 2024
• Negotiated with business owners to retain accounts and upsell a variety of products, driving revenue growth
• Resolved client concerns with patience and professionalism to maintain strong relationships
• Documented customer interactions and feedback to inform service improvements IT Technician II
Milwaukee Public Schools Milwaukee, WI
October 2014 to May 2023
• Provided helpdesk support and troubleshooting for hardware and software issues, ensuring timely resolution
• Delivered training and mentoring to new personnel to enhance team performance
• Managed inventory control of technology assets across 10 schools, maintaining accurate records
• Utilized SCCM for system management and software deployment I.T. Service Technician II
EXPERIENCE MILWAUKEE PUBLIC SCHOOLS Milwaukee, WI September 2014 to May 2023
• Managed and repaired printers and computers for over 5,000 students and staff across 10 schools
• Trained new employees to ensure consistent technical support standards
• Maintained technology inventory and coordinated repairs to minimize downtime I.T. Service Technician II
MILWAUKEE PUBLIC SCHOOLS Milwaukee, WI
September 2012 to April 2023
• Delivered excellent customer communication and support, resolving hardware and software issues efficiently
• Educated customers through hands-on demonstrations and maintained strong client relationships
• Assisted in training and mentoring new team members to improve service quality
• Documented service actions and maintained inventory records for technology assets Desktop Support Specialist I
AE BUSINESS SOLUTIONS WITH MILWAUKEE PUBLIC Milwaukee, WI October 2012 to September 2014
• Established and maintained trusting relationships with school principals, teachers, and engineers
• Provided technical support including repair and replacement of computers and installation of hardware
• Delivered prompt and effective customer service to end users Customer Service Representative III
WELLS FARGO HOME MORTGAGE Milwaukee, WI
February 2009 to October 2012
• Developed strong customer relationships by providing prompt and accurate responses to inquiries
• Utilized product knowledge to resolve customer issues efficiently and effectively
• Demonstrated excellent verbal and written communication skills in customer interactions
• Navigated multiple systems to access information and support customer needs Customer Service Representative III
WELLS FARGO HOME MORTGAGE Milwaukee, WI
February 2009 to October 2012
• Assisted customers with understanding mortgage products and processed loan modifications and short sales
• Achieved top sales performance within the department through effective customer engagement
• Provided clear explanations and support to facilitate customer decision-making Retail Sales Consultant
AT & T
October 2007 to September 2008
• Interviewed potential customers to assess needs and recommend appropriate wireless and computer products
• Presented and sold products tailored to customer requirements, enhancing satisfaction and sales
• Delivered knowledgeable customer service to support product adoption Auto Sales Consultant
WILDE DODGE
June 2005 to August 2007
• Sold new and used vehicles by understanding customer needs and providing tailored recommendations
• Built rapport with customers to facilitate sales and repeat business Manager
KOINONIA CATERING
October 2003 to June 2005
• Managed catering events ranging from small groups to large gatherings of up to 300 guests
• Supervised and coordinated staff to ensure smooth event operations
• Delivered quality service for weddings, parties, and special events Bus Operator
MILWAUKEE COUNTY TRANSIT
March 2001 to October 2003
• Ensured safe and timely transportation of residents within Milwaukee and Ozaukee Counties
• Maintained high standards of safety and customer service during operations Credit/Customer Service Representative II
WISCONSIN GAS CO. Milwaukee, WI
October 1990 to January 2002
• Negotiated payment plans with commercial and residential accounts to maintain positive customer relationships
• Handled escalated and irate customers with patience and professionalism
• Conducted educational presentations on energy conservation to customers, enhancing company outreach Education
Upper secondary education
Coursera/Google School of Technology Remote
March 2025 to May 2025
Cyber Security and AI (Certification)
Google /Corsera
Cybersecurity (Some college)
Coursea/Google Business School Remote
Trade school
Skills
Customer service Communication skills Customer support Negotiation Account management experience CRM software Problem-solving Documentation and recordkeeping Phone etiquette Time management Teamwork and collaboration Sales
Certifications and licenses
Cybersecurity Certification
Present
Cybersecurity certification obtained in May 2025
GICSP
PCSSA
CCNA
CISSP
AI Certification
AI Certification obtained May of 2025
MCTS
Driver's License
Non-CDL Class C
CompTIA A+
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