Randy Coleman
Las Vegas,NV
Summary
Operations-focused professional with 5+ years of experience in financial services, customer operations, informational technology and team leadership. Proven ability to manage high-volume workflows, resolve complex account issues, and ensure compliance with regulatory standards. Strong background in contact center operations, risk identification, and process improvement. Recognized for improving customer experience, reducing escalations, and driving operational efficiency in fast-paced environments.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
Work History
Lead Tech Support Analyst
Key Bank
Mentor, OH
05.2025 - Current
- Handled escalated tech support issues with diplomacy and professionalism, often resolving conflicts or misunderstandings between users and the IT department.
- Trained and mentored new team members, enhancing overall team performance.
- Analyzed customer interactions to identify trends and inform process improvements.
- Developed training materials that improved onboarding efficiency for new hires.
- Self-motivated, with a strong sense of personal responsibility.
- Consistently meet and exceed KPIs related to call handling time, first-call resolution, and customer satisfaction
Lead Customer Support Specialist/Sales
Charter Communications
Mayfield, OH
06.2023 - 05.2025
- Resolved customer inquiries through various communication channels, ensuring timely and accurate responses.
- Collaborated with cross-functional teams to enhance service delivery and improve customer experience.
- Utilized CRM systems to track customer interactions and support operational reporting
- Contributed to improved customer retention through effective problem resolution and communication
- Trained new team members on customer support protocols and best practices to ensure consistency in service quality.
Store Manager
Midwest Mobile Solutions (Authorized Dealer for AT&T)
Mentor, OH
01.2020 - 04.2023
- Oversaw daily operations including financial transactions, inventory management, and staff supervision
- Ensured compliance with company policies related to sales, cash handling, and customer data protection
- Improved store performance metrics, increasing average transaction value by 23%
- Managed scheduling, payroll inputs, and performance tracking for team members
- Resolved customer escalations and operational challenges to maintain business continuity
- Led daily operations to enhance store efficiency and customer satisfaction.
Technical Support Analyst 1
Hyland Software
Westlake, OH
01.2019 - 01.2020
- Assisted in managing and resolving IT tickets, Escalated help desk tickets to Level 2/Tier 2 support when outside the scope of L1/T1 technician support.
- Collaborated with my IT staff in conducting network diagnostics, SQL, identifying and resolving DNS-related issues
- Managed IT service tickets and ensured timely resolution of technical issues
- Escalated complex issues appropriately while maintaining service-level agreements (SLAs)
- Assisted in identifying system issues impacting operations and supported resolution efforts
- Maintained high customer satisfaction through effective communication and problem-solving
Education
Associate of Science - Computer Science
Southern New Hampshire
05.2026
High School Diploma -
Streetsboro High School
08.2006 - 05.2009
Skills
- Banking Operations & Account Management
- Risk & Fraud Detection
- Regulatory Compliance & Policy Adherence
- Escalation & Complaint Resolution
- Process Improvement & Workflow Optimization
- Performance Metrics & KPI Management
- CRM & Case Management Systems
- Team Leadership & Coaching
- Workforce management
- Technical support
- Training management
- Exceptional communication
Program Languages
SQL
Python (Beginner)
Java Script (Beginner)
Certifications
- CompTIA Security+
- Google IT Support Professional Certificate – 2020
- Google IT Automation with Python Certificate – 2020
- Google Cybersecurity Professional Certificate – 2023
Technical Skills
Systems/Tools: Windows, Linux, macOS (iOS/iMac), Microsoft Office, Google Workspace, Salesforce, Jira, Azure, Google Analytics
Timeline
Lead Tech Support Analyst
Key Bank
05.2025 - Current
Lead Customer Support Specialist/Sales
Charter Communications
06.2023 - 05.2025
Store Manager
Midwest Mobile Solutions (Authorized Dealer for AT&T)
01.2020 - 04.2023
Technical Support Analyst 1
Hyland Software
01.2019 - 01.2020
High School Diploma -
Streetsboro High School
08.2006 - 05.2009
Associate of Science - Computer Science
Southern New Hampshire