Freddie Williams
Hampton,GA
Summary
I'm a technically-minded support professional who genuinely enjoys solving complex problems and helping
people get back on track. With 10+ years in call center environments, I have built a strong foundation in troubleshooting hardware, software, and platform issues. For me, great technical support isn't just about fixing the issue — it's about
making sure it doesn't come back.
Overview
10
10
years of professional experience
Work History
Customer Support Advocate
Remx
Gulfport, MS
01.2022 - 05.2026
- Achieved 80% first call resolution (FCR) rate, minimizing unnecessary transfers and repeat contacts to enhance customer experience
- Managed 80+ inbound calls daily, sustaining a 92%+ CSAT score and ranking among top 15% of team, contributing to overall team success
- Decreased escalation rate by 22% through proactive de-escalation techniques, improving customer satisfaction and reducing conflict
- Scored 95%+ on quality assurance (QA) evaluations for compliance and professionalism.
Technical Support Specialist
GC Services
Gulfport, MS
03.2019 - 12.2021
- Resolved 85% of inbound technical issues on first contact, reducing repeat call volume by 20%
- Closed 60+ support tickets daily across Windows, iOS, and web platforms
- Sustained 97% documentation accuracy in Zendesk, reducing duplicate ticket creation by 15%
Data Entry Specialist
Kelly Services
Marietta, GA
06.2016 - 01.2019
- Corrected 3,200+ data discrepancies during audits, ensuring data integrity and accuracy
- Reduced data backlog by 40% within 90 days by reorganizing entry workflows and prioritizing high-impact records
- Redesigned filing system to cut average document retrieval time from 6 minutes to 90 seconds, enhancing accessibility
Education
Associate of Arts - Medical Billing & Coding
Lincoln College of Technology
Marietta, Georgia08-2016
Skills
- Salesforce CRM
- Technical Troubleshooting (Windows/MacOS/iOS)
- Hardware & software diagnostics
- Problem-solving
- Time management
- Adaptability
- Verbal communication
- Microsoft Office Suite
Timeline
Customer Support Advocate
Remx
01.2022 - 05.2026
Technical Support Specialist
GC Services
03.2019 - 12.2021
Data Entry Specialist
Kelly Services
06.2016 - 01.2019
Associate of Arts - Medical Billing & Coding
Lincoln College of Technology