Remote Customer Support Specialist & Quality Compliance

Alec Jacobs

Battle Creek, MI 517-***-**** **********@***.***

PROFESSIONAL SUMMARY

Customer support professional with 20+ years of experience in high-volume customer service, quality compliance, and process improvement. Strong background in phone, email, and written customer communication, CRM platforms, ticketing and documentation, and escalation management. Calm under pressure, detail-oriented, and comfortable working independently in a remote setting. Seeking a part-time, fully remote customer support role.

CORE SKILLS — REMOTE CUSTOMER SUPPORT

Inbound and outbound phone support

Email and written customer communication

CRM platforms and ticketing systems

Appointment scheduling and coordination

Case documentation and record-keeping

Escalation management and issue resolution

Quality standards and compliance

KPI tracking and reporting

Self-directed remote work

Professional, calm communication under pressure

WORK EXPERIENCE

Great Lakes ACE Hardware — Customer Service Representative, Battle Creek, MI January 2024 – Present

Manage high-volume inbound customer inquiries across multiple channels, delivering accurate, timely responses.

Provide product and inventory guidance, resolving customer questions with clear professional communication.

Monitor support interactions to uphold service quality and protect brand reputation.

Partner with team members to streamline checkout and inquiry-handling processes.

EDUSTAFF — District Floating Substitute Teacher, Battle Creek, MI January 2022 – Present

Communicate daily with school administration and staff, maintaining detailed written documentation for continuity.

Address student and staff inquiries quickly and professionally across diverse, fast-changing environments.

Adapt to new settings, systems, and expectations daily with strong organizational skills.

Milestone Senior Services — Associate Director of Quality & Compliance, Kalamazoo, MI March 2020 – August 2022

Developed quality program goals and documentation standards, improving agency compliance by 25%.

Identified gaps in escalation and issue-resolution protocols to ensure consistent service delivery.

Built KPIs and visual management tracking for high-volume service data across departments.

Established a CAPA process for non-compliant findings, streamlining responses to critical service failures.

Collaborated across all departments to sustain a culture of quality and strong client relations.

Walmart — Senior Manager, Process Improvement, Coldwater, MI January 2018 – January 2020

Led large-scale process improvement initiatives across the distribution network, reducing operational waste.

Drafted standardized reporting templates to improve clarity in high-volume operational communication.

Monitored productivity metrics and provided technical support to regional facilities.

Prioritized workflow improvements that increased throughput efficiency by 15%.

DuPont Pioneer — Productivity Improvement Supervisor / Lean Practitioner, Plymouth, IN January 2014 – January 2018

Supervised productivity improvement projects using Lean principles to scale operations.

Maintained detailed documentation of process changes and technical specifications for quality control.

Partnered with engineering teams to resolve production bottlenecks and provide technical support.

ConAgra Foods — Senior Continuous Improvement Specialist, Quincy, MI January 2011 – January 2013

Led improvement teams resolving high-volume production issues through root-cause analysis.

Optimized email and communication workflows for internal technical support teams, speeding issue resolution.

Managed a project portfolio that saved the facility over $500k annually.

Developed training templates to standardize employee onboarding.

Rubber & Plastics Company, Inc. — Plant / Operations Manager, Auburn Hills, MI January 2000 – January 2004

Managed plant operations focused on high-volume production and efficient resource allocation.

Collaborated with sales and supply chain teams to manage client expectations and delivery schedules.

Monitored daily reports to identify and address bottlenecks through process improvement.

EDUCATION

Michigan State University, East Lansing, MI

Bachelor of Arts, Anthropology — Minors: Psychology and Sociology

SELECTED CERTIFICATIONS

Mental Health First Aid

LEAN Practitioner – LSSGB

8D Focus Improvement

HACCP Manager

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