Summary
Overview
Work History
Education
Skills
Timeline
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Collom Porter

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.

Overview

7
7
years of professional experience

Work History

Lending Support Specialist

Kasasa Ltd
09.2021 - 02.2024
  • Enhanced operational efficiency by working closely with external partners and internal stakeholders across the organization including product, engineering, and client success.
  • Improved customer satisfaction by efficiently resolving technical issues and providing timely support to our partner financial institutions.
  • Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.

Branch Operations Manager

Fastenal
07.2019 - Current
  • Trained employees on proper procedures and strategies to improve productivity.
  • Maintained branch files for major accounts, investments and employees.
  • Implemented new organizational strategies to strengthen filing systems for billing, receiving and delivery reports to optimize processes.
  • Uncovered and resolved strategic and tactical issues impacting sales management and business operations.
  • Maintained friendly and professional customer relationships.
  • Created, implemented and adjusted SOPs.
  • Scanned and entered new inventory, updated numbers and investigated variances.
  • Maintained strong vendor connections, including arranging pricing and delivery structures and managing specific shipment or paperwork concerns.

Senior Technical Support Specialist

Truce Software (Formerly: Cellcontrol Inc)
06.2017 - 03.2019
  • Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems and improve experience.
  • Implemented product, training, and rollout of solutions to customers ranging from 10 to 10,000+ active users.
  • Gathered pertinent data, identified and evaluated options and recommended effective course of action to resolve all issues.
  • Increased sales by educating prospects on benefits of products and services in comparison to competitors.
  • Tracked KPIs and created continuous improvement plans.
  • Developed tools and training materials for both external and internal usage.
  • Developed and implemented training initiatives for new hires.
  • Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.

Education

Associate of Science - Computer Science

Baton Rouge Community College
Baton Rouge, LA

Skills

  • Incident Management
  • End-User Training
  • Security Protocols
  • Application support
  • Reporting and analysis
  • Customer Education
  • Client Relationship Building
  • Project Management
  • CRM Software

Timeline

Lending Support Specialist

Kasasa Ltd
09.2021 - 02.2024

Branch Operations Manager

Fastenal
07.2019 - Current

Senior Technical Support Specialist

Truce Software (Formerly: Cellcontrol Inc)
06.2017 - 03.2019

Associate of Science - Computer Science

Baton Rouge Community College

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Collom Porter