David Griffith
Product Specialist
Miami,FL
Summary
Dynamic professional with a proven track record at Descartes Systems USA, excelling in customer support and logistics. Leveraged active listening and technical troubleshooting skills to enhance service quality and operational efficiency, resulting in increased customer satisfaction and repeat business. Demonstrated expertise in Microsoft Windows and Office, alongside exceptional organizational abilities and professionalism.
Personable and solution-focused with knack for clear communication and problem-solving. Committed to enhancing customer satisfaction and fostering positive client relations.
Overview
11
11
years of professional experience
Work History
Customer Support Specialist
Descartes Systems USA
Miami, FL
08.2015 - Current
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Provided comprehensive product training for new customers, ensuring smooth onboarding experience.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Tested new software and hardware prior to deployment.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Initiated regular review meetings to assess support strategies, leading to continuous improvement in service quality.
- Spearheaded cross-department initiative to streamline communication, resulting in quicker problem-solving for customers.
Logistics Team Member
Expeditors International
Miami, FL
06.2014 - 07.2015
- Coordinated with suppliers to ensure timely delivery of goods, maintaining strong relationships and minimizing delays.
- Processed and entered customer orders into database and provided proactive customer service for accounts.
- Collaborated with cross-functional teams to optimize workflows, enhancing overall operational efficiency.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Tracked orders and notified customers of status or potential delays.
- Managed loading, unloading, movement, and sorting of supplies to keep deliveries on schedule.
- Maintained excellent working relationships with customers by efficiently responding to inquiries and complaints.
- Executed logistics strategies to ensure timely project delivery and customer satisfaction.
Education
Master of Arts - Architecture
Florida International University
Miami, FL 05.2001 - Current
Associate of Arts - Architecture
Miami Dade College
Miami, FL 05.2001 -
High School Diploma -
Lakewood High School
Hebron, OH 05.2001 -
Skills
Active listening
Customer service excellence
Time management
Ticket management
Problem-solving
Product support
Quality assurance
Technical troubleshooting
Team collaboration
Conflict resolution
Excellent Verbal and written communication
Multitasking and organization
SLA compliance
Remote technical support
Reliability
Professionalism
Timeline
Customer Support Specialist
Descartes Systems USA
08.2015 - Current
Logistics Team Member
Expeditors International
06.2014 - 07.2015
Master of Arts - Architecture
Florida International University
05.2001 - Current
Associate of Arts - Architecture
Miami Dade College
05.2001 -
High School Diploma -
Lakewood High School
05.2001 -
Similar Profiles
Jennifer RobinsonJennifer Robinson
Scheduler /Sales Associate at Descartes Systems USAScheduler /Sales Associate at Descartes Systems USA
Jennifer SchiffJennifer Schiff
Team Leader - Tariff Publishing at Descartes Systems USATeam Leader - Tariff Publishing at Descartes Systems USA
Austin VanderhoofAustin Vanderhoof
Customer Success Manager at Descartes Systems GroupCustomer Success Manager at Descartes Systems Group