Ben Smith
San Francisco,CA
Summary
Customer Support Representative with experience resolving high-volume inquiries across email, chat, and phone. Handles 50+ customer inquiries daily, collaborates with technical teams to troubleshoot product issues, and maintains a 95% satisfaction rating. Improves support flow through response templates and FAQ documentation while training new team members on tools and tone guidelines. Uses CRM tools, including Zendesk and Salesforce, to track cases and keep support work organized.
Overview
8
8
years of professional experience
Work History
Customer Support Representative
BrightWave Electronics
San Francisco, CA
06.2022 - Current
- Responds to 50+ customer inquiries daily via email, chat, and phone while maintaining a 95% satisfaction rating.
- Refines response templates and FAQ documentation to reduce average resolution time by 20%.
- Collaborates with technical teams to troubleshoot product issues and support customer retention.
- Trains two new team members on support tools and tone guidelines, improving onboarding consistency.
- Handles live chat and email support with calm, customer-focused communication across high-volume requests.
- Uses CRM tools, including Zendesk and Salesforce, to track cases and keep support work organized.
- Supports tone guidelines and escalation handling to keep customer interactions consistent and professional.
Customer Service Associate
BayMart Retail Co.
Oakland, CA
04.2021 - 05.2022
- Delivered in-person and phone support for order issues, returns, and product questions across busy retail shifts.
- Handled cash register operations and escalations with professionalism, empathy, and clear conflict resolution.
- Recognized as Employee of the Month twice for consistently exceeding customer satisfaction goals.
- Collaborated with management on support process improvement that reduced checkout time by 15%.
- Managed order management workflows and customer follow-up through CRM tools, including Zendesk and Salesforce.
- Supported live chat and email support while maintaining accurate ticketing system updates and escalation management.
- Resolved routine customer questions with strong communication, empathy, and knowledge base management.
Customer Service Assistant
GreenLeaf Café
Daly City, CA
03.2019 - 03.2021
- Provided friendly, attentive service while handling 100+ daily transactions in a fast-paced café.
- Managed POS system operations to keep orders and payments moving efficiently.
- Processed refunds accurately and handled customer payment adjustments at the register.
- Enrolled guests in loyalty program sign-ups during checkout conversations.
- Supported new staff training on customer interaction best practices.
- Shared product knowledge with teammates to strengthen service consistency.
- Helped maintain 4.8/5 average Yelp rating by prioritizing quality and positive guest experiences.
Education
Associate of Arts - Communications
City College of San Francisco
01-2019
Skills
- Customer communication & empathy
- CRM tools (Zendesk, Salesforce)
- Live chat & email support
- Conflict resolution
- Order management
- Ticketing systems
- Knowledge base management
- Escalation management
- SLA management
- Support process improvement
Timeline
Customer Support Representative
BrightWave Electronics
06.2022 - Current
Customer Service Associate
BayMart Retail Co.
04.2021 - 05.2022
Customer Service Assistant
GreenLeaf Café
03.2019 - 03.2021
Associate of Arts - Communications
City College of San Francisco