Tom Peszynski
Silver Springs,NV
Summary
Dynamic Customer Success Specialist with a proven track record excelling in problem resolution and building rapport. Leveraged technical support expertise to enhance customer satisfaction, consistently exceeding performance metrics. Recognized for cultivating strong relationships and delivering impactful customer education, driving service excellence and fostering loyalty.
Overview
10
10
years of professional experience
Work History
Customer Success Specialist
AMN Healthcare
05.2025 - 08.2025
- Developed comprehensive product knowledge to provide accurate information and effective troubleshooting assistance.
- Cultivated and maintained strong relationships with customers to ensure a positive customer experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Customer Service Representative
SelectQuote
07.2024 - 04.2025
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Improved resolution time with effective problem-solving for customer complaints.
- Delivered prompt service to prioritize customer needs.
Product Support Specialist
GreatCall
08.2021 - 04.2024
- Performed troubleshooting and tested customer issues via phone, email, and remote assistance software.
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
- Resolved technical issues for clients through effective troubleshooting and problem-solving techniques.
- Collaborated with cross-functional teams to address complex customer issues, ensuring seamless resolution.
- Delivered comprehensive monthly reports on support metrics, influencing strategic decisions in product development.
- Improved product feedback loop, gathering and synthesizing customer insights for development team action.
Technical Support Representative
GreatCall
04.2015 - 08.2021
- Used ticketing systems to manage and process support actions and requests.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Improved customer satisfaction scores with personalized technical support and follow-up.
- Streamlined communication between technical support and development teams, leading to quicker bug fixes.
Education
Computer Science
Rockford High School
Rockford06-2008
Skills
- Building rapport
- Data collection
- Problem resolution
- Technical support
- Computer proficiency
- Account updating
- Customer education
- Customer relations
- Critical thinking
Timeline
Customer Success Specialist
AMN Healthcare
05.2025 - 08.2025
Customer Service Representative
SelectQuote
07.2024 - 04.2025
Product Support Specialist
GreatCall
08.2021 - 04.2024
Technical Support Representative
GreatCall
04.2015 - 08.2021
Computer Science
Rockford High School
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