Dorian Tillmon
Atlanta,GA
Summary
Customer Success Leader | Escalation Specialist | Cross-functional Liaison Accomplished Customer Success professional with over 10 years of experience resolving complex customer issues and managing high-volume support queues. Proven ability to handle escalations with empathy and urgency while collaborating with internal stakeholders to drive long-term product and policy improvements. Known for leading with data, advocating for customers, and mentoring support teams in fast-paced fintech environments.
Overview
9
9
years of professional experience
Work History
Customer Success Specialist, ECOM Messaging
Square (Block, Inc.)
Atlanta, GA
08.2021 - Current
- Acted as point-of-contact for high-impact customer issues, handling escalations with empathy, urgency, and ownership across email and chat support channels.
- Partnered with internal teams (Product, Engineering, Compliance) to resolve urgent issues and improve long-term customer experience.
- Reduced resolution time for escalations by 20% through improved workflows and documentation.
- Coached new hires and peers on escalation handling and customer recovery strategies, contributing to a 15% increase in CSAT.
- Monitored customer trends and surfaced feedback to product teams, helping influence platform improvements.
- Maintained >98% adherence to SLA while managing high case volume and multiple concurrent priorities.
Advanced Support Representative
AT&T
Cape Girardeau, MO
08.2017 - 01.2021
- Handled complex billing and service disputes, resolving 85%+ of escalated cases without managerial intervention.
- Supported Co-Manager in daily team operations, including QA, performance reviews, and scheduling.
- Consistently exceeded sales targets by 10% monthly while delivering exceptional customer service.
- Trained and mentored 15+ team members in communication skills and operational efficiency.
- Received “Sales Representative of the Month – Midwest District” in 2018.
Education
Information of Technology -
Cape Girardeau Career and Technology Center
01.2018
High School Diploma -
Cape Central High School
Cape Girardeau, MO05.2015
Skills
- Escalation Management
- Customer Advocacy
- Cross-functional Communication
- Team Leadership & Coaching
- Root Cause Analysis
- SLA Management
- CRM Tools (Salesforce, Zendesk)
- Customer Insights & Reporting
- Google Suite
- Microsoft Office
- Slack
- Mac/Windows OS
- Active Listening
- Process Optimization
- Conflict Resolution
Timeline
Customer Success Specialist, ECOM Messaging
Square (Block, Inc.)
08.2021 - Current
Advanced Support Representative
AT&T
08.2017 - 01.2021
Information of Technology -
Cape Girardeau Career and Technology Center
High School Diploma -
Cape Central High School