Grayson Ponder
Lexington,SC
Summary
Support specialist and internal team trainer with 8 years of experience in customer service. Proven ability to exceed productivity targets while maintaining comprehensive knowledge of company offerings. Expertise in problem-solving to enhance customer retention and deliver exceptional service in every interaction.
Overview
11
11
years of professional experience
Work History
Advanced Tier 2, Global Support & Escalation Team
RE/MAX
07.2024 - Current
- Investigates and seeks resolutions for Tier 2 level cases that require multi-department or multi-vendor solutions.
- Oversee the resolution of complex customer escalations, ensuring root cause analysis and long-term issue prevention.
- Analyze support trends and user behaviors to identify systemic issues, propose solutions, and influence product or process improvements.
- Partner with internal Salesforce and Dialpad teams to shape future capabilities that enhance customer engagement and operational efficiency.
- Managed relationships with strategic vendors to enhance service delivery and improve customer experiences.
- Trained and supported Tier 1 and Tier 2 employees, contributing to development of 35% of training materials.
- Co-created our internal knowledge database for our AI to have information to pull from.
- Executed rigorous QA testing across web and mobile platforms, uncovering and documenting 200+ issues, leading to a 35% improvement in overall software stability and user satisfaction.
- Collaborated remotely with colleagues to maintain project continuity and provide ongoing support.
Specialist I, Customer Support
RE/MAX
07.2021 - 07.2024
- Resolved product and service concerns to enhance customer retention and support sales growth.
- Assisted a large volume of customers daily with a positive attitude and a focus on customer satisfaction.
- Led proactive support initiative to reach high-volume users, addressing potential issues before they escalated.
- Supported team by answering product and process-related questions, ensuring consistent information flow.
- Participated in ongoing training sessions to stay up-to-date on product knowledge and customer service best practices.
- Worked remotely to assist customers and resolve their inquiries.
- Researched and escalated tickets to product vendors internal and external.
Helpdesk Support Technician
Computers & Networks
Memphis, USA
03.2018 - 06.2021
- Delivered Tier 1 IT support to non-technical internal users through desk side support, enhancing user experience and resolving issues efficiently.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Configured and supported property management companies and properties using Yardi Voyager, eSite-AMSI, and Real Page-Onesite, ensuring seamless software functionality.
- Memphis, TN
Information Technology Intern
Lipscomb & Pitts Insurance
Memphis, USA
05.2015 - 08.2017
- Maintained software licenses and patched applications to ensure access to latest features and security updates.
- Reviewed system and network performance to make proactive adjustments based on established IT policies.
- Gathered and translated project requirements and collaboratively worked to define scope and milestones.
- Assisted with development of multiple software to fulfill program completion requirements.
- Memphis, TN
Skills
- Salesforce
- Jira
- Tableau
- Excel & Powerpoint
- Customerio
- Critical Thinking
- Problem-solving
- Attention to Detail
- Customer Relations
- Teamwork
- AI Article Creation
- Canva
Accomplishments
- Team MVP Award
- Outstanding Service Award X 2
- New Hire Mentor
- Multiple M.O.R.E Recipient Awards
Timeline
Advanced Tier 2, Global Support & Escalation Team
RE/MAX
07.2024 - Current
Specialist I, Customer Support
RE/MAX
07.2021 - 07.2024
Helpdesk Support Technician
Computers & Networks
03.2018 - 06.2021
Information Technology Intern
Lipscomb & Pitts Insurance
05.2015 - 08.2017