Eric Frias
Customer Support Manager
Austin,TX
Summary
Driven Customer Support Representative with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.
Overview
3
3
years of professional experience
8
8
years of post-secondary education
Work History
Customer Support Manager
SMART Tag
Georgetown, TX
01.2022 - 07.2022
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Hosted trainings for current and prospective customers to share concerns, thoughts and ideas.
- Discovered and resolved complex customer issues to reduce negative impact to business outcomes.
- Implemented process improvements to automate document management systems, call logs and invoicing data to enhance department efficiency.
- Collaborated with cross-functional departments to update teams on current products, services and troubleshooting techniques.
- Led and executed customer support team strategy to reach company support goals.
Customer Support Representative
SMART Tag
Georgetown, TX
02.2021 - 01.2022
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Connected with customers to address questions and resolve issues through phone and email.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
Fulfillment Associate
Amazon
Jacksonville, FL
05.2020 - 02.2021
- Unloaded incoming trucks and properly staged inventory for processing.
- Prepared and organized envelopes, packages, containers and pallets with correct merchandise counts.
- Operated frequency scanners to track shipment progression and input data into shipping system.
Retail Associate
Batteries Plus Bulbs
Jacksonville, FL
07.2018 - 07.2019
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Worked with loss prevention in monitoring shopper behavior.
- Maintained clean sales floor and straightened and faced merchandise.
- Increased sales and customer satisfaction through personalized servicing.
- Helped customers complete purchases, locate items and join reward programs.
Education
Master of Divinity -
Gordon-Conwell Theological Seminary
Jacksonville, FL 08.2018 - 05.2022
Bachelor of Arts - Biblical Studies
Calvary Chapel Bible College
Murrieta, CA 08.2012 - 12.2016
Skills
Background in Technical Support
Research and due diligence
Customer Relations
Systems and software programs
Training and mentoring
Timeline
Customer Support Manager
SMART Tag
01.2022 - 07.2022
Customer Support Representative
SMART Tag
02.2021 - 01.2022
Fulfillment Associate
Amazon
05.2020 - 02.2021
Master of Divinity -
Gordon-Conwell Theological Seminary
08.2018 - 05.2022
Retail Associate
Batteries Plus Bulbs
07.2018 - 07.2019
Bachelor of Arts - Biblical Studies
Calvary Chapel Bible College
08.2012 - 12.2016