Customer Support & Cybersecurity Operations Specialist
Resume:
KRYSTEL ALBERTSON
CONTACT
Red Bluff, *****, United States
*************@*****.***
S KILLS
Live Chat Support
Customer Support
Technical Support
Customer Service
Technical Troubleshooting
Support Ticketing Systems
Help Desk Support
CRM Systems
SaaS Support
Issue Resolution
Escalation Management
Customer Inquiry Resolution
Data Privacy
Information Security
Cybersecurity Awareness
Security Documentation
Risk Assessment
Security Controls
IT General Controls (ITGC)
SDLC Security
Help Desk Software
Support Ticketing
CRM
SaaS
S UMMARY
Detail-oriented professional with 6+ years of experience in customer service, support, and operations management. Proven ability to resolve high volumes of customer inquiries, troubleshoot issues using ticketing systems, and document interactions in CRM platforms. Currently pursuing an Associate of Science in Cybersecurity, enhancing skills in information security and risk assessment. Eager to leverage a strong background in issue resolution and process improvement to contribute to team success. WORK E X P E RIENCE
Secretary
Lock It Down Solutions
01/2020 – Present Red Bluff
Addressed a high volume of customer inquiries via digital channels, delivering prompt support and effective resolutions to minimize backlogs and maintain customer satisfaction. Resolved administrative and basic software-related issues, utilizing support ticketing systems for request documentation and escalating complex technical challenges to internal product teams.
Partnered with internal technical staff and external vendors to enhance escalation processes and improve support response times.
Documented customer correspondence, technical information, and administrative details within CRM systems, ensuring data privacy and confidentiality. Identified opportunities to refine client-facing documentation and support workflows in alignment with SaaS security and compliance objectives.
Managed multiple customer requests concurrently, maintaining accurate documentation and professional communication standards.
Assistant Manager
Jack in the Box
01/2018 – 01/2020 Elko
Oversaw high-volume customer service operations, resolving customer inquiries through immediate intervention and troubleshooting of service issues. Collaborated with management to pinpoint inefficient service processes and institute improvements aimed at increasing customer satisfaction. Recorded inventory logistics, labor costs, and vendor communications using digital management platforms and helpdesk-style workflows. Recruited, trained, and coached employees on professionalism, communication, customer service, and service quality standards.
Addressed customer concerns and escalated issues when necessary, maintaining a professional and solutions-focused approach.
Team Leader
Jack in the Box
01/2014 – 01/2018 Red Bluff
Cybersecurity Risk Analysis
Information Security Awareness
IT General Controls
Phishing Simulation
Customer Success
Office Administration
Inventory Control
POS & Cash Handling
Problem Solving
Team Leadership
Staff Training
Process Improvement
Multilingual Support
Customer Service
Customer Success
Customer Inquiry Resolution
Escalation Management
Problem Solving
Process Improvement
Staff Training
Team Leadership
Multilingual Support
Handled frontline service escalations, resolved customer complaints, and provided guidance to team members on service standards and customer support. Identified operational inefficiencies and implemented task reallocation strategies to sustain service levels during peak periods.
Documented daily financial reconciliations and loss-prevention audits within centralized reporting systems with 100% accuracy.
Partnered with senior leadership to enforce health and safety requirements and ensure compliance with data-sensitive operational policies. Supported team members with problem-solving, customer communication, and issue resolution during high-pressure service situations.
E DUCATION
Southern New Hampshire University
Associate of Science, Cybersecurity
10/2025 – Present Manchester, NH
Relevant Focus: Information Security Awareness, System Administration, Network Fundamentals
CERTIFICATES
Solutions Architecture Job Simulation
Forage
09/2026
Career Explorer Job Simulation
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09/2026
Product Management Job Simulation
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09/2026
Claims Job Simulation
Forage
09/2026
Customer Service Job Simulation
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09/2026
Data Labeling Job Simulation
Forage
09/2026
Cybersecurity
Mastercard
09/2026
Cyber Security Consulting Job Simulation
PwC
09/2026
Professionalism & Power Skills Job Simulation
PNC
09/2026
Cybersecurity Job Simulation
Forage
09/2026
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