Mitchell Goodson
New York,NY
Summary
Experienced Technical Support Representative with strong skills in technical troubleshooting, remote diagnostics, and customer relationship management. Proven ability to analyze support tickets and propose enhancements to improve service efficiency.
Overview
9
9
years of professional experience
Work History
Technical Support Representative
Spectrum
Flushing, New York
05.2021 - 09.2026
- - Helped customers reset passwords, unlock accounts, and update security settings.
- - Resolved hardware and software issues for residential and business clients, ensuring timely support.
- - Used remote diagnostics to find and fix technical problems.
- - Resolved escalated customer service issues quickly and professionally.
- - Collaborated with the team to refine troubleshooting steps, enhancing service quality.
- - Analyzed support tickets to identify trends and proposed product improvements to the development team.
- - Suggested upgrades and added features to improve user experience.
- - Trained new support representatives on troubleshooting methods and company support procedures.
- - Participated in training sessions to enhance technical skills and knowledge of support processes. to stay current on new technologies and support methods.
Customer Service Associate Team Leader
Whole Foods Market Inc
New York, New York
08.2019 - 08.2020
- Supervised customer service team to ensure high-quality support and satisfaction.
- Resolved customer inquiries and complaints efficiently and professionally.
- Monitored team performance and provided constructive feedback for improvement.
- Coordinated schedules to optimize team coverage during peak hours.
- Facilitated team meetings to discuss goals, challenges, and best practices.
- Recruited, interviewed and selected employees to fill vacant roles.
Customer Service Supervisor
Whole Foods Market Inc
New York, New York
11.2017 - 08.2019
- Coached team members individually to elevate service performance.
- Cultivated positive relationships with customers, managers, and the customer service team to foster a collaborative work environment.
- Supported customer service team by providing effective support and enhancing customer engagement.
- Addressed customer questions related to payment issues and refunds. about payments, refunds, and other financial issues.
- Balanced cash drawers daily to protect financial accuracy.
Education
Associate of Applied Science - Business Administration
Monroe College
Bronx, NY01-2009
Skills
- Technical troubleshooting
- Remote diagnostics
- Hardware and software support
- System configuration
- Client relationship management
- Client management
Timeline
Technical Support Representative
Spectrum
05.2021 - 09.2026
Customer Service Associate Team Leader
Whole Foods Market Inc
08.2019 - 08.2020
Customer Service Supervisor
Whole Foods Market Inc
11.2017 - 08.2019
Associate of Applied Science - Business Administration
Monroe College