Jads Grubbs
Eufaula,Alabama
Summary
Dedicated and tech-savvy Customer Support Specialist with over 8 years of experience providing real-time, text-based assistance to a diverse clientele. Expertise in managing multiple live chats simultaneously while swiftly resolving issues and maintaining professionalism in high-pressure virtual environments. Recognized for building trust, clarifying complex topics, and identifying customer pain points to enhance satisfaction and retention. Proficient in utilizing remote tools, adapting to flexible hours, and thriving in fast-paced team collaborations, with a solid background in efficiently troubleshooting common technical issues.
Overview
9
9
years of professional experience
Work History
Online Support Specialist
Fidelity
08.2021 - Current
- Responded to customer inquiries across chat, email, and ticketing platforms, with a focus on timely, accurate responses.
- Resolved customer issues related to account setup, service features, and billing with a 96% satisfaction rating.
- Participated in weekly team huddles to relay feedback and help shape support strategies.
- Collaborated with cross-functional teams to address customer feedback and enhance service quality.
- Monitored online support channels, prioritizing urgent requests for prompt attention.
- Delivered exceptional support via live chat sessions by tailoring responses according to individual client needs and preferences while maintaining a professional tone throughout the conversation.
Customer Service Associate
Amazon
Remote
06.2019 - 06.2021
- Supported customer retention and product troubleshooting via email and live web chat.
- Assisted in managing knowledge base content and updated FAQs for improved self-service.
- Communicated common difficulties to supervisors to upgrade onboarding documentation.
- Facilitated onboarding of new team members by sharing best practices for customer tone and efficiency.
- Managed order processing, ensuring timely fulfillment and adherence to company policies.
- Applied effective problem-solving techniques to manage and de-escalate customer concerns.
- Handled customer inquiries efficiently to reduce on-hold durations.
- Cultivated extensive product expertise to offer reliable details to clientele.
Client Support Representative
Newyork Life
Remote
12.2019 - 10.2020
- Handled high volumes of client requests regarding subscriptions, payments, and general inquiries via online platforms.
- Cultivated a reputation for clear and courteous communication, helping reduce churn and improve retention.
- Worked cross-functionally with technical and billing teams to resolve edge-case scenarios.
- Nominated for “Support Team MVP” based on consistency and client feedback.
Remote Chat Support Representative
Chime
07.2016 - 12.2019
- Provide front-line customer service through live chat, handling 80+ inquiries daily across product, billing, and account support topics.
- Maintain a first-contact resolution rate above 90%, reducing escalations and improving the user experience.
- Document all interactions in CRM tools and communicate with internal departments to resolve complex concerns.
- Monitor customer behavior and flag recurring issues to product and engineering teams.
Education
General Studies
Eufaula High
Eufaula, AL05.2016
Skills
- Live Chat Customer Support
- Written Communication
- CRM Tools (Zendesk, Intercom, Salesforce)
- Customer Retention
- Troubleshooting & Issue Resolution
- Remote Collaboration
- Helpdesk Ticketing
- Real-Time Problem Solving
- Multitasking & Prioritization
- Customer Empathy
- Typing Speed & Accuracy
- Financial Literacy (Preferred)
Timeline
Online Support Specialist
Fidelity
08.2021 - Current
Client Support Representative
Newyork Life
12.2019 - 10.2020
Customer Service Associate
Amazon
06.2019 - 06.2021
Remote Chat Support Representative
Chime
07.2016 - 12.2019
General Studies
Eufaula High