Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Charles Woods

Saint John

Summary

Over 10 years of experience in solution-oriented customer support across multiple channels, including phone, email, and chat. Demonstrated expertise in troubleshooting and resolving user issues, resulting in increased customer satisfaction. Skilled in identifying support trends and implementing practical service improvements. Recognized for strong communication skills and the ability to build trust in high-pressure environments.

Overview

11
11
years of professional experience

Work History

Sr. Customer Support Specialist

Varsity Tutors
Remote
08.2018 - Current
  • Provide multi-channel support for customers, resolving account, billing, and technical issues quickly and effectively.
  • Use internal systems to investigate problems, communicate clear solutions, and track resolutions to completion.
  • Act as the voice of the customer, regularly surfacing common trends and friction points to the product and engineering teams.
  • Mentor new hires and help develop support documentation to ensure team-wide consistency and quality.
  • Key Achievements:
  • Decreased unresolved escalations by 20% by improving documentation and coaching.
  • Consistently earned 92%+ QA scores and cut average handle time by 15%.

Director of Recruitment

ITT Technical Institute
Orland Park
03.2016 - 08.2018
  • Led a team delivering front-line service to prospective students, improving onboarding workflows and follow-up processes.
  • Managed CRM data and ensured all communications were tracked and responded to promptly.
  • Key Achievements:
  • Cut inquiry response time by 25% by redesigning service procedures.
  • Boosted student retention by 15% with stronger onboarding support.

Senior Admissions Advisor

Computer Systems Institute
Chicago
09.2014 - 02.2016
  • Supported applicants by addressing questions, resolving issues, and helping them navigate enrollment systems.
  • Escalated tech issues and monitored follow-up to ensure successful resolution.
  • Key Achievements:
  • Maintained high first-contact resolution on support tickets.
  • Improved CRM accuracy and compliance through better usage protocols.

Education

B.S. - Business Administration

Colorado Technical University

Business Management Studies

University of Maryland

Skills

  • Customer communication channels
  • Conflict resolution strategies
  • Zendesk and Amazon Connect
  • Google Workspace and Microsoft Office
  • Ticket management systems
  • Trend analysis insights
  • Quality assurance coaching
  • Cross-functional teamwork
  • CRM management expertise
  • Technical troubleshooting skills

Affiliations

United States Marine Corps

Honorable Discharge

Timeline

Sr. Customer Support Specialist

Varsity Tutors
08.2018 - Current

Director of Recruitment

ITT Technical Institute
03.2016 - 08.2018

Senior Admissions Advisor

Computer Systems Institute
09.2014 - 02.2016

B.S. - Business Administration

Colorado Technical University

Business Management Studies

University of Maryland

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