Customer Support Specialist

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Customer Support Specialist Resume

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Charles Bloomberg
Seattle, USA
charlesbloomberg@gmail.com
(621) 799-5548
in/cbloomberg
PROFESSIONAL SUMMARY
Dedicated Customer Support Specialist with over 6 years of experience in delivering exceptional customer service, resolving complex issues, and enhancing customer satisfaction through effective communication and problem solving.
PROFESSIONAL Experience
Customer Support Specialist | Company A
March 2019 — Present, Seattle, USA
• Resolved over 200 customer inquiries daily through phone, email, and live chat, maintaining a 95% customer satisfaction rate.
• Implemented new ticketing system (Zendesk), reducing response time by 30% and streamlining support workflow.
• Trained and mentored a team of 10 new hires, resulting in an average productivity increase of 20% within the first 3 months.
• Successfully identified and escalated recurring technical issues, collaborating with the IT team to develop permanent solutions, reducing issue recurrence by 15%.
• Conducted customer feedback surveys, analyzed data, and provided actionable insights to the product development team, contributing to a 10% increase in product usage.
Customer Support Representative | Company B
June 2016 — February 2019, Redmond, USA
• Managed a daily average of 150 support tickets, achieving an 85% first call resolution rate.
• Collaborated with the QA team to test new product features, providing customer-centric feedback to enhance usability.
• Assisted in the development and deployment of a new CRM system, improving data accuracy and customer interaction tracking by 25%.
• Conducted weekly training sessions for junior support staff on best practices and troubleshooting techniques, improving team performance by 15%.
Customer Service Associate | Company C
January 2014 — May 2016, Boise, USA
• Provided technical support to over 100 customers daily, achieving a customer satisfaction score of 90%.
• Developed and maintained a comprehensive knowledge base, reducing average resolution time by 20%.
• Implemented automated response scripts, decreasing customer wait times by 15% and improving overall efficiency.
Technical Support Representative | Company D
June 2012 — December 2013, Portland, USA
• Assisted in resolving complex technical issues for over 500 customers monthly, maintaining a resolution rate of 92%.
• Created detailed documentation for common technical issues, helping reduce repeated support queries by 10%.
• Utilized remote desktop tools to troubleshoot and resolve customer issues in real-time, enhancing user experience by 15%.
Education
Bachelor of Science in Information Technology | University of Washington
May 2012
Expert-Level Skills
Customer Relationship Management (CRM), Zendesk, Technical Troubleshooting, Knowledge Base Management, Data Analysis, Customer Feedback, Remote Desktop Tools, Team Training, Problem Solving, Communication
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