Devon Cushman
Jackson,MI
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty. Thrives in collaborative, empathetic work cultures and prefer Tier 1 support roles with minimal phone involvement if possible, most effective in data entry and emails.
- Delivered high-quality chat and email-based technical support and subscription management for various clients.
- Utilized platforms including Zendesk, Gmail, Braze, Auth0, Jira, and Zuora to resolve customer issues and manage workflows.
- Maintained a personal CSAT score of 95-100% across 4 years by consistently demonstrating empathy and active listening.
- Handled 50-70 tickets per day depending on workflow complexity while maintaining high accuracy and attention to detail.
- Supported both Tier 1 inquiries and escalated product-related technical issues, providing fast and effective solutions.
- Adapted seamlessly to remote collaboration tools and participated in knowledge-sharing to enhance team performance.
Skills
- Customer Support Tools: Zendesk, Gmail, Braze, Auth0, Jira, Zuora.
- Support Channels: Chat, Email, Light Phone Support.
- Strengths: Empathy, Active Listening, Efficiency, Adaptability, Clear Written Communication.
- Productivity: 50-80 tickets/day, high resolution speed without sacrificing quality.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
TTEC
04.2021 - 07.2025
- Assisted customers with inquiries and product information, enhancing overall service quality.
- Handled customer complaints effectively, ensuring resolution and satisfaction.
- Utilized systems to track interactions and improve service efficiency.
- Handled billing inquiries regarding subscription services, including processing payments and refunds.
- Collaborated with team members to streamline processes and enhance communication.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Trained new Customer Service Representatives on company policies, procedures, and best practices, as well as subscription services and enrollments in company provided programs.
- Delivered prompt service to prioritize customer needs with empathy and patience.
Contractor's Assistant
Self-employeed
06.2020 - 04.2021
- Painting, cleaning, carpet removal and installation, house-flipping preparing residences for occupation. That's all there was to it, I was helping my step-dad at the time in this work under his employment.
Cashier
Harbor Freight Tools USA
06.2019 - 07.2020
- Trained new cashiers on operational procedures and customer service best practices.
- Implemented cash handling procedures that minimized discrepancies and enhanced security.
- Resolved customer complaints effectively, improving overall satisfaction and loyalty.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Helped customers complete purchases, locate items, and join reward programs.
Cashier
Claire's Stores
11.2018 - 03.2019
- Processed customer transactions accurately and efficiently using point-of-sale systems.
- Maintained organized cash register area to ensure smooth operations during peak hours.
- Assisted customers with inquiries, providing exceptional service and product knowledge.
- Collaborated with team members to improve checkout efficiency and reduce wait times.
- Monitored inventory levels and restocked merchandise to optimize sales opportunities.
Worker
Goodwill
07.2015 - 01.2018
- Organized merchandise displays to enhance customer shopping experience.
- Trained new team members on operational procedures and safety protocols.
- Managed donations and pricing of inventory.
- Collaborated with management to streamline donation processing workflows.
- Worked fast to complete tasks and meet daily deadlines.
- Followed instructions and procedures to complete assigned tasks.
- Cleaned and straightened work areas to maximize productivity and safety.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Maintained productive, efficient approach to all tasks.
- Addressed and resolved customer complaints in polite and professional manner.
Education
GED -
Da Vinci Highschool
Jackson, MISkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Empathy
- Customer relations
- Problem resolution
- Call center experience
- Conflict resolution
- Payment processing
- Customer satisfaction measurement
- Product knowledge
- Order processing
- Documentation
- Research
- Account management
- Proofreading
- Document control
- Escalation management
- Familiar with Zendesk, Okta, Auth0, Jira, Zuora, Braze, and Sprout
Timeline
Customer Service Representative
TTEC
04.2021 - 07.2025
Contractor's Assistant
Self-employeed
06.2020 - 04.2021
Cashier
Harbor Freight Tools USA
06.2019 - 07.2020
Cashier
Claire's Stores
11.2018 - 03.2019
Worker
Goodwill
07.2015 - 01.2018
GED -
Da Vinci Highschool
Similar Profiles
Sheila CerbitoSheila Cerbito
Customer Service Representative (US Retail) at TTECCustomer Service Representative (US Retail) at TTEC
Georgie TouzelGeorgie Touzel
Health Insurance Agent at TTECHealth Insurance Agent at TTEC
Shamieka GuiltyShamieka Guilty
Customer Service Representative at TTECCustomer Service Representative at TTEC
Erin AlbrightErin Albright
Customer Service Advocate at TTECCustomer Service Advocate at TTEC
Jordan LeonardJordan Leonard
US Army at US ArmyUS Army at US Army