Deonte Gary
Houston
Summary
Customer Support Specialist with 8+ years of expertise in resolving complex issues, improving satisfaction, and optimizing support processes. Skilled in CRM tools, troubleshooting, and team training, with a proven ability to manage high-volume systems and drive customer retention.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Customer Support Specialist
Goathaus LLC
03.2019 - Current
- Serve as the primary point of contact for escalated customer issues, achieving a 95% resolution rate within SLA timelines
- Mentor and train a team of 10 support agents, improving team efficiency and customer satisfaction scores by 20%
- Analyze customer feedback and support metrics to identify trends and recommend process improvements
- Develop and maintain a knowledge base of FAQs and troubleshooting guides, reducing ticket resolution time by 15%
Customer Support Team Lead
Groupon
06.2017 - 03.2019
- Managed 50+ daily customer inquiries via phone, email, and chat, maintaining a 90% customer satisfaction rating
- Resolved complex technical issues related to software, hardware, and account management
- Implemented a new ticketing system, reducing average response time by 25%
- Conducted customer training sessions to improve product adoption and reduce support requests
Education
No Degree -
Tribeca Flashpoint College
Chicago, ILSkills
- CRM Tools: Salesforce, Zendesk, HubSpot, Freshdesk
- Ticketing Systems: Jira, ServiceNow, Zoho Desk
- Collaboration Tools: Slack, Microsoft Teams, Zoom
- Operating Systems: Windows, macOS, Linux (basic)
- Other Tools: Microsoft Office 365, Google Workspace, LiveChat
Certification
- Certified Customer Service Professional (CCSP)
- Zendesk Support Administrator Certification
- ITIL Foundation Certification (IT Service Management)
- HubSpot CRM Certification
Timeline
Senior Customer Support Specialist
Goathaus LLC
03.2019 - Current
Customer Support Team Lead
Groupon
06.2017 - 03.2019
No Degree -
Tribeca Flashpoint College
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