Summary
Overview
Work History
Education
Skills
Timeline
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Mackenzie Gevedon

Washington Court House,OH

Summary

Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.

Overview

12
12
years of professional experience

Work History

Customer Support Specialist

Wightman Life Insurance
03.2020 - Current
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
  • Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
  • Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
  • Conducted regular training sessions for new team members, promoting best practices in customer support operations.
  • Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
  • Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
  • Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.

Customer Support Specialist

Sears
01.2013 - 02.2018
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Developed and maintained relationships with external vendors and suppliers.

Education

Associate of Applied Science - Computer And Information Sciences

Southern New Hampshire University
Hooksett, NH
01-2026

Skills

  • Problem-solving
  • Complaint handling
  • Customer relationship management (CRM)
  • CRM software
  • Data entry
  • Help desk support
  • Call center experience
  • Live chat support
  • Conflict resolution
  • Ticketing system experience
  • Empathy and patience
  • Remote support
  • Software installation

Timeline

Customer Support Specialist

Wightman Life Insurance
03.2020 - Current

Customer Support Specialist

Sears
01.2013 - 02.2018

Associate of Applied Science - Computer And Information Sciences

Southern New Hampshire University

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Mackenzie Gevedon