Avery Boyd
La Grange,North Carolina
Summary
Detail-oriented professional skilled in asset management and customer support, specializing in operational reporting and escalation management. Effective in cross-departmental coordination, ensuring timely resolution of veteran concerns and fostering a robust customer experience through strategic communication and process optimization.
Overview
3
3
years of professional experience
Work History
Customer Reputation Specialist/Customer Support Specialist
Vetclaims.ai
Pflugerville, Texas
10.2025 - Current
- Resolved 2,257 support-related tickets, including 2,044 general support tickets, 43 escalation tickets, 122 paperwork correction tickets, 11 VA correspondence tickets, and 37 new lead BBB inquiry tickets, ensuring timely communication, accurate issue routing, and strong veteran support throughout the customer journey.
- Managed 140+ social media-driven customer inquiries and 486 related internal communications since March 2026, coordinating with Support, Quality Control, C&P Prep, and Escalations teams to resolve veteran concerns, support complaint prevention, and protect company reputation.
- Delivered 2,174 customer emails with timely support updates, clarified next steps, addressed veteran concerns, and ensured consistent communication throughout customer resolution process.
- Managed 165 customer dispute cases by preparing formal bank response reports, compiling evidence, documenting timelines, and coordinating internal information to facilitate chargeback resolution and safeguard company revenue.
- Managed escalation for sensitive customer issues, including new lead BBB inquiries, social media complaints, and refund concerns.
- Served as a cross-functional liaison between customer-facing teams and internal departments to address complex veteran concerns, clarify next steps, and improve communication consistency.
- Identified recurring customer concerns, communication breakdowns, and process gaps across support channels, helping improve internal follow-up, issue documentation, and customer experience.
Munitions Plans and Scheduling/Controller
United States Air Force
Goldsboro, NC
04.2025 - 10.2025
- Developed and reviewed weekly squadron schedules with command leadership, ensuring operational readiness and task alignment.
- Managed logistics of military assets, ensuring precise tracking and accountability to support operational readiness.
- Prepared and presented operational reports to senior management and executive teams.
- Established controls and reporting systems to enhance governance structure and decision-making processes.
- Reviewed fixed assets register regularly, ensuring accuracy of records and compliance with regulations.
Commander Support Staff
United States Air Force
Goldsboro, North Carolina
01.2024 - 04.2025
- Coordinated communication between personnel and commander to ensure timely relay of critical information.
- Tracked and managed squadron personnel data, facilitating effective communication and coordination with the commander.
- Streamlined in and out-processing of squadron personnel, enhancing overall customer service experience.
- Maintained accurate records for 400 personnel through Microsoft Office applications.
- Oversaw the secure management of squadron security records, safeguarding sensitive information.
Munitions Support
United States Air Force
Goldsboro, North Carolina
05.2023 - 01.2024
- Collaborated with diverse coworkers to achieve goals and resolve product and service issues.
- Organized and prioritized tasks to effectively meet service goals.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Supported and guided colleagues to foster a collaborative work environment.
Education
Certified Nursing Aid
Southwest Tennessee Community College
Memphis, TN05-2017
Some College (No Degree) - Munitions Systems Technology
Community College of The Air Force
Montgomery, ALSome College (No Degree) - Art History
Bethel University
McKenzie, TNSkills
- Reputation management
- Customer Issue Resolution
- Customer Feedback Analysis
- Customer Communication
- Escalation Handling
- Support Ticket Resolution
- Social Media Support
- Client Support Strategies
- Cross-Departmental Coordination
- Operational Reporting
- Process Improvement
- Documentation Support
- Quality Control Coordination
- Data tracking
- Slack, HubSpot, Aloware, Fireflies
- Leadership reporting
Timeline
Customer Reputation Specialist/Customer Support Specialist
Vetclaims.ai
10.2025 - Current
Munitions Plans and Scheduling/Controller
United States Air Force
04.2025 - 10.2025
Commander Support Staff
United States Air Force
01.2024 - 04.2025
Munitions Support
United States Air Force
05.2023 - 01.2024
Certified Nursing Aid
Southwest Tennessee Community College
Some College (No Degree) - Munitions Systems Technology
Community College of The Air Force
Some College (No Degree) - Art History
Bethel University