JOEL MILLION ISSUMO
IRVING,TX
Summary
Dynamic Customer Support Specialist with a proven track record at EXPERTIZM LLC, excelling in conflict resolution and technical troubleshooting. Enhanced client satisfaction through effective complaint handling and streamlined support processes, achieving significant improvements in service efficiency. Known for strong problem-solving abilities and a commitment to delivering exceptional customer service experiences.
Offering strong communication and problem-solving skills, eager to learn and excel in customer-driven environment. Delivers understanding of effective communication techniques and ability to quickly grasp new systems and processes. Ready to use and develop problem-solving and interpersonal skills in Customer Support role.
Overview
1
1
year of professional experience
Work History
Customer Support Specialist
EXPERTIZM LLC
06.2025 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Multitasked to handle diverse customer needs in high-volume [Type] setting, prioritizing tasks to keep up with challenging deadlines.
- Streamlined support ticket system to reduce response times, significantly improving customer service efficiency.
- Enhanced client satisfaction by resolving complex issues through in-depth troubleshooting and effective communication.
- Improved service delivery consistency by standardizing response templates for common customer queries.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
Customer Service Representative
Managed Labor Solutions
12.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
IT Support Specialist
Fedex Supply Chain
01.2025 - 07.2025
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Configured and tested new software and hardware.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
- Researched and identified solutions to technical problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Generated reports to track performance and analyze trends.
- Monitored system performance to identify potential issues.
- Assisted in development of system security protocols.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Helped streamline repair processes and update procedures for support action consistency.
Education
Master of Computer Applications - Information And Computer Systems
University of Johannesburg
Johannesburg, South Africa04-2010
Bachelor of Computer Science - Information Technology
ISIPA
Kinshasa - DRCONGO09-2003
Mathematics
CSMM POUPETTE
Kinshasa07-2001
Skills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Help desk support
- Call center experience
- Conflict resolution
- Data entry
- Live chat support
- Ticket management
- Quality assurance
- Product knowledge
- Active listening
- Sales support
- Customer response
- Appointment scheduling
- Payment processing
- Technical troubleshooting
- Social media support
- Time management
- Multitasking and organization
- Customer service excellence
- Team collaboration
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Email communication
- Issue troubleshooting
- Analytical thinking
- Workflow management
- Stress management
- Feedback reception
- Remote support tools
- Email management
- Issue follow up
- Service ticket management
- Microsoft windows and office
- Customer service
- Attention to detail
- Online chat support
- Problem-solving abilities
- Customer service expert
- Issue and resolution tracking
- Organizational skills
- Highly professional
- Friendly and patient
- Support services
Languages
English
Native or Bilingual
French
Native or Bilingual
Software
MS Windows
MS Word
MS Excel
Ms Access
Ms Powerpoint
Ms Project
Interests
- Supporting STEM education initiatives and mentorship programs
- Volunteering
- Watching Movies and TV Shows
- I participate in low-impact exercises to strengthen core muscles
- Blogging/Vlogging
- Getting involved in local advocacy groups to promote positive change in the community
- Youth Development Programs
- Gym Workouts
- Music
- Youth mentor, providing guidance and support to empower the next generation of leaders
- Outdoor Recreation
- Avid Reader
- Tech enthusiast, passionate about exploring the latest advancements and innovations
- Graphic Design
- Offering time and support to shelters for the homeless, women, and animals
- I enjoy helping others and giving back to the community
- Martial Arts
- Web Development and Design
- Advocacy Campaigns
- Mindfulness Practices
Timeline
Customer Support Specialist
EXPERTIZM LLC
06.2025 - Current
IT Support Specialist
Fedex Supply Chain
01.2025 - 07.2025
Customer Service Representative
Managed Labor Solutions
12.2024 - Current
Master of Computer Applications - Information And Computer Systems
University of Johannesburg
Bachelor of Computer Science - Information Technology
ISIPA
Mathematics
CSMM POUPETTE
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