Faith Pierre
Jacksonville,FL
Summary
Customer & Technical Support Team Lead with experience improving service performance, resolving complex issues, and delivering high-quality customer experiences in fast-paced environments. Skilled in workflow optimization, ticket management, and cross-functional collaboration. Proven ability to manage escalations, support customers effectively, and contribute to efficient, high-performing teams.
Overview
3
3
years of professional experience
Work History
Customer & Technical Support Team Lead
Budderfly
2025.07 - Current
- Led daily operations for a support team handling high-volume customer inquiries and technical service requests
- Delivered high-quality customer support by resolving complex issues while maintaining a strong focus on customer experience
- Improved customer satisfaction by refining support workflows and strengthening communication across teams
- Reduced response times by improving ticket triage, prioritization, and service coordination
- Managed high-priority escalations, ensuring timely and effective resolution of critical customer issues
- Coordinated with internal teams and field technicians to ensure efficient service delivery and issue resolution
- Analyzed ticket trends and service data to identify recurring issues and improve overall support performance
- Trained and coached team members on customer interaction, troubleshooting, and support best practices
- Supported onboarding of new hires by providing guidance on tools, workflows, and service standards
Customer & Technical Support Specialist
Budderfly
2023.08 - 2025.07
- Provided customer and technical support via phone, email, and ticketing systems in a fast-paced environment
- Resolved a high volume of customer inquiries while maintaining strong service quality and professionalism
- Achieved a high first-contact resolution rate by effectively troubleshooting and addressing customer concerns
- Managed and prioritized service tickets to ensure timely responses and issue resolution
- Maintained accurate records of customer interactions and service requests within CRM systems
- Collaborated with internal teams and technicians to support efficient service delivery
- Identified recurring issues and escalated trends to improve long-term service performance
- Created internal documentation and customer guides to reduce repeat inquiries
- Assisted in training new hires on systems, workflows, and customer support standards
Education
Associate of Science -
Georgia Military College
Milledgeville, GASkills
- Customer Support & Client Experience
- Technical Support & Troubleshooting
- CRM & Ticketing Systems
- Escalation Management
- Workflow Optimization
- Data Tracking & Reporting
- Cross-Functional Collaboration
- Problem Solving & Communication
Affiliations
CRM & Ticketing Platforms
Timeline
Customer & Technical Support Team Lead
Budderfly
2025.07 - Current
Customer & Technical Support Specialist
Budderfly
2023.08 - 2025.07
Associate of Science -
Georgia Military College