customer support specialist resume example with 4 years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - : - -
Professional Summary

Successful Customer Service Specialist with 4 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to effectively resolve issues. Upbeat and energetic with grace in handling difficult situations through resourcefulness and adaptability.

  • Microsoft Suite
  • Training and Development
  • Oral and Written Communication
  • Project Management
  • Ticket Quality
  • Final Cut Pro
  • Telephone Etiquette
  • Zendesk
  • Quality Assurance
  • CPR/BLS Certified
  • Customer Service
  • Data Entry
  • Customer Complaint Resolution
  • Customer Retention
Work History & Internships
09/2017 to 09/2020
Customer Support Specialist Higher Logic Portland, OR,
  • Managed an average of 350 tickets a week while maintaining an average first response time of 1.2 during business hours.
  • Developed the CS rubric for the team to improve ticket quality and promote customer satisfaction
  • Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.
  • Responsible for ticket grading and facilitating peer review sessions.
  • Implemented an effective training program for new hires and became the lead “go-to” person for new support specialists.
  • Co-created and maintained articles on our Knowledge Base, FAQ and guru.
08/2016 to 05/2017
Customer Service Associate Goodwill Seattle Retsil, WA,
  • Handled an average of 350 customer and merchant requests per shift over the phone, email and chat via Zendesk
  • Contacted Restaurants regarding orders that have not been transmitted and resolve accordingly
  • Provided customers and merchants with services and promo information
  • Thoroughly notated all call logs and reports of merchants and customers for easy tracking and follow up.
  • Responsible for updating vendor accounts (hours, menu updates, delivery boundaries)
09/2015 to 12/2015
Development Intern The Conam Group Santa Ana, CA,
  • Reviewed over 30 scripts, summarized content and presented findings for executive review and further consideration of project development.
  • Provided recommendations to executives on script improvement based on previous media experience organized, planned schedule and work area as the Personal Assistant to the Creative Executive.
09/2015 to 12/2015
Media Distribution Intern FREMANTLE MEDIA City, STATE,
  • Assisted the Head of Digital Media in the creation of 30 sec to 1 min clips on new innovative projects
  • Assisted in order management of the company's shows – filled purchase orders via cloud system Digitized media content (e.g., American Idol) and uploaded onto the company's internal media website.
Expected in 05/2016 to to
Bachelor of Arts: Communications
Temple University - Philadelphia, PA

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Resume Overview

School Attended

  • Temple University

Job Titles Held:

  • Customer Support Specialist
  • Customer Service Associate
  • Development Intern
  • Media Distribution Intern


  • Bachelor of Arts

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