Amir Williams
Plainfield
Summary
IT Support Specialist and Account Manager driving platform adoption with a 15% increase and reducing incidents by 20%. Equipped with strong problem-solving skills and dedicated to enhancing user experience through comprehensive training and documentation.
Overview
8
8
years of professional experience
Work History
Customer Success Manager
Mediaocean
New York
06.2022 - 12.2025
- Tracked user engagement metrics and created targeted success plans, boosting platform adoption by 15%.
- Conducted quarterly business reviews for 10 clients, aligning technology strategies with client goals to enhance satisfaction.
- Resolved 150+ software bugs and launched 3 major features per client yearly as a primary product owner.
- Trained 50+ users on system features, creating comprehensive documentation to cut incidents by 20%.
- Trained 20 clients on software features, resolving 25+ technical issues to streamline troubleshooting.
Customer Representative
Altice USA
Piscataway
10.2020 - 05.2022
- Resolved 15+ customer technical issues daily via phone and email, enhancing connectivity and performance for users.
- Maintained 85%+ average customer satisfaction rating, achieving strong first-contact resolution outcomes.
- Reduced account cancellations by 5% through effective troubleshooting, strengthening customer loyalty and engagement.
- Mentored 5 new hires on Salesforce CRM and technical support processes.
Customer Retention Specialist
Comcast
Union
10.2017 - 05.2020
- Delivered front-line technical support to customers via phone and email, resolving connectivity, access, and performance issues to enhance customer satisfaction.
- Reduced account cancellations by 5% through targeted troubleshooting and proactive follow-ups with 200 accounts, strengthening customer retention.
Education
Diploma -
UCTEAMS Highschool
Plainfield, NJ01-2014
Skills
- Customer Service
- Customer Advocacy
- Help desk software
- Customer support
- Remote Desktop Support
- MacOS Support
- Windows Operating Systems
- Problem-solving
- Critical Thinking
- Adaptable
- Detail-oriented
- Interpersonal Skills
- Accountable
Timeline
Customer Success Manager
Mediaocean
06.2022 - 12.2025
Customer Representative
Altice USA
10.2020 - 05.2022
Customer Retention Specialist
Comcast
10.2017 - 05.2020
Diploma -
UCTEAMS Highschool