Jamie Todd
Adrian,MI
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
12
12
years of professional experience
Work History
Customer Support Specialist
Republic Services
Detroit, MI
08.2011 - 10.2023
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Assisted customers with product installation, troubleshooting, and usage questions.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Investigated customer complaints regarding product quality or service rendered.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Created detailed reports on customer feedback for management review.
- Recorded all customer interactions into the database system accurately and completely.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Performed regular follow-up calls to check on customer satisfaction levels.
- Coordinated with third-party vendors when necessary for resolving escalated customer issues.
Education
Master of Science - Nursing Education
Aspen University
Denver, CO05-2016
Skills
- Excellent communication skills, both verbal and written
- Proficiency in customer-facing systems such as Zendesk, Kustomer, and Intercom
- Strong problem-solving abilities and a proactive approach to process improvement
- Familiarity with e-commerce and marketplace operations
- Weekend availability and flexibility to adapt to changing priorities
- Passion for serving customers and delivering exceptional experiences
- Knowledge of collectibles industry
- Customer service excellence
- Customer Relationship Management (CRM)
- Complaint Handling
- CRM Software
- Previous startup experience
- Quality Assurance
Timeline
Customer Support Specialist
Republic Services
08.2011 - 10.2023
Master of Science - Nursing Education
Aspen University