Sean Green
Tacoma,WA
Summary
Service-oriented Customer/Technical Support Representative with 8+ years of experience in contact center operations talking to customers over the phone and via e-mail to resolve a broad range of issues. Problem solver promoting customer satisfaction by resolving issues and addressing concerns. Delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Support Representative
Filson
10.2023 - Current
- Assisted customers in placing orders, offered product suggestions, and answered general questions around brand.
- Assisted in resolving issues around orders and received products, averaging 40-60 calls per day.
- Contributed ideas for process improvements at team meetings, leading to enhanced departmental performance overall.
- Collaborated with team members to identify areas of improvement in customer service protocols.
Dealer Support Specialist
SpotOn
08.2021 - 12.2022
- Offered technical troubleshooting for supported SpotOn hardware, software, and network issues.
- Provided complete menu creation and optimization, as well as report balancing and discrepancy checks.
- Assisted Dealers of SpotOn hardware in serving their customers and optimizing flow of service.
- Provided insight and feedback on Training program, which resulted in positive changes to said program.
Technical Support Specialist/Tier 2
Toast
06.2015 - 04.2020
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Made on-site visits to inspect and correct cabling and networking issues.
- Tier 2 SME on Gift Card and Loyalty program and led multiple classes.
- Frequent interactions with other departments within company, as well as resellers.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
Customer Support Specialist
Hulu
08.2013 - 05.2015
- Helped customers learn about Hulu, as well as troubleshoot any playback issues and answer any content questions
- Established Remote program for Santa Monica office
Education
Audio Engineering/Post Production
Musicians Institute
Los Angeles, CA01.2011
Skills
- SaaS
- Zendesk
- Meraki
- Salesforce
- Mac and Windows OS
- Android and iOS
- Customer Experience
- Communication
- Technical Troubleshooting
Certification
Certificate in Audio Engineering - Musicians Institute
Timeline
Customer Support Representative
Filson
10.2023 - Current
Dealer Support Specialist
SpotOn
08.2021 - 12.2022
Technical Support Specialist/Tier 2
Toast
06.2015 - 04.2020
Customer Support Specialist
Hulu
08.2013 - 05.2015
Audio Engineering/Post Production
Musicians Institute
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