Gillespie Parker
Clearwater,FL
Summary
Product Support and Customer Support professional with 15+ years of experience supporting enterprise customers, federal agencies, and high-volume service environments. Experienced in technical troubleshooting, ticket management, SaaS platforms, and CRM systems. Advanced user of Microsoft 365, Power Automate, Salesforce, Oracle, ERP systems, and CRM platforms, with a strong track record of improving workflows, resolving escalations, and delivering high-quality customer experiences. Skilled in remote customer support, knowledge base documentation, case management, and cross-functional collaboration to solve complex customer issues.
Overview
17
17
years of professional experience
Work History
Senior Customer Service Representative III
Motion AI
Clearwater, FL
07.2024 - 11.2025
- - Provided technical troubleshooting and customer support for equipment orders, pricing discrepancies, and repair services.
- - Managed support tickets, service queues, and work orders through internal CRM and ERP systems.
- Handled approximately 60-100 tickets/interactions per day in a high volume environment
- - Built Power Automate workflows that automated reporting and improved task routing across teams.
- - Resolved escalated customer issues while maintaining strong customer satisfaction and SLA compliance.
- - Trained new hires on support systems, workflows, and customer communication standards.
Customer Support Coordinator III / Team Lead
EDO Energy
Spokane, WA
12.2022 - 05.2024
- - Managed high-volume support tickets and service requests for enterprise and federal clients.
- Handled approximately 60-100 tickets/interactions per day in a high volume environment.
- - Coordinated with vendors, field technicians, and internal teams to resolve complex operational issues.
- - Generated KPI dashboards and service performance reports.
- - Escalated technical issues and ensured timely resolution in accordance with service level agreements (SLAs).
- - Assisted with training, onboarding, and documentation for support staff.
Account Coordinator II
Melitta USA Inc
Clearwater, FL
07.2017 - 12.2022
- - Processed high-volume orders using EDI, ERP, and CRM platforms.
- - Managed Amazon Vendor Central and Seller Central support issues, billing inquiries, and account maintenance.
- - Collaborated with logistics, finance, and operations teams to resolve customer issues.
- - Assisted with process improvements and operational reporting.
- - Ensured timely order fulfillment and customer satisfaction.
Account Manager
Appraisal Nation
Cary, NC
02.2015 - 04.2017
- - Assigned appraisal orders and monitored vendor performance.
- - Negotiated service fees and resolved operational delays.
- - Maintained client relationships through proactive communication and support.
- - Reviewed orders for accuracy, compliance, and completion.
Material Handler
Cree Inc
Durham, NC
01.2010 - 02.2015
- - Processed shipments and inventory using RF scanners and Oracle ERP systems.
- - Maintained inventory accuracy and shipping documentation.
- - Supported warehouse operations and logistics workflow efficiency.
Customer Service Manager
O2 Fitness
Raleigh, NC
06.2008 - 01.2010
- - Managed customer service operations and supervised a team of six employees.
- - Handled scheduling, payroll, hiring, and operational management.
- - Resolved customer concerns and improved service satisfaction.
Education
Software Engineering Bootcamp - Full Stack Development
University of Central Florida
01-2021
Some College (No Degree) - Additional Coursework
Greensboro College
Greensboro, NC01-2008
Some College (No Degree) -
St. Augustine College
Raleigh01-2000
Skills
- Product Support
- Technical Support
- Customer Support
- SaaS Support
- Technical Troubleshooting
- Ticket Management Systems
- Zendesk
- Jira
- Intercom
- Helpdesk Platforms
- CRM Platforms
- Salesforce
- ERP Systems
- Customer Escalation Management
- Knowledge Base Documentation
- Workflow Automation
- Power Automate
- API & Integration Support
- Customer Success
- Remote Customer Support
- Process Improvement
- Cross-Functional Collaboration
- Customer Support Platforms: Zendesk, Jira, Intercom, Salesforce, CRM Platforms
- ERP Systems: Oracle, SAP
- Automation & Technical Tools: Power Automate, API Integrations, JSON
- Web & Development: HTML, CSS, JavaScript, Git, GitHub
- Data & Productivity: Microsoft Excel, Word, PowerPoint, Microsoft 365
Timeline
Senior Customer Service Representative III
Motion AI
07.2024 - 11.2025
Customer Support Coordinator III / Team Lead
EDO Energy
12.2022 - 05.2024
Account Coordinator II
Melitta USA Inc
07.2017 - 12.2022
Account Manager
Appraisal Nation
02.2015 - 04.2017
Material Handler
Cree Inc
01.2010 - 02.2015
Customer Service Manager
O2 Fitness
06.2008 - 01.2010
Software Engineering Bootcamp - Full Stack Development
University of Central Florida
Some College (No Degree) - Additional Coursework
Greensboro College
Some College (No Degree) -
St. Augustine College