Tyrie Fletcher
Moulton,AL
Summary
Detail-oriented and tech-savvy Customer Support Specialist with extensive experience in SaaS, CRM platforms, and client relationship management. Adept at troubleshooting complex issues, streamlining processes, and delivering top-tier customer experiences. Proven ability to collaborate cross-functionally with Product, Customer Success, and Account Management teams to drive efficiency and customer satisfaction. Passionate about implementation, onboarding, and process optimization, with a strong foundation in technical support and problem-solving.
Overview
9
9
years of professional experience
Work History
Vehicle Support Specialist
Motus
07.2023 - Current
- Serve as a Subject Matter Expert (SME) for designated Motus products, guiding customers through troubleshooting, onboarding, and usage optimization.
- Resolve complex technical issues across multiple channels (phone, email, webchat) within established SLAs.
- Collaborate cross-functionally with products, Customer Success, and Enterprise Account Management teams to enhance the customer experience.
- Maintain and document customer cases, tracking trends to recommend process improvements and reduce recurring issues.
- Proactively educate end-users and administrators on product features, improving adoption and retention rates.
Senior Retention Specialist
AT&T/Directv
07.2020 - 02.2023
- Led customer retention efforts, achieving a 72% retention rate in the first year by delivering data-driven recommendations and troubleshooting solutions.
- Managed customer accounts in CRM, resolving billing discrepancies and technical issues efficiently.
- Provided personalized guidance and training to customers on device functionality and self-service tools, reducing support inquiries.
- Acted as first and last point of contact to resolve escalations via phone, email, and live chat.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
Customer Support Coordinator
Verizon Wireless
06.2016 - 01.2020
- Delivered high-quality technical and account support across phone, chat, and email communications, ensuring seamless customer experiences.
- Provided floor support for new hire training, mentoring employees on best practices for customer interactions and troubleshooting.
- Managed complex client relations and quality control issues, preventing escalations and improving customer satisfaction.
- Developed internal training materials and documentation, optimizing workflows and knowledge-sharing for new support representatives.
- Consistently exceeded sales targets while maintaining a strong customer-first approach.
Education
Bachelor of Science - Political Science
University of North Alabama
Florence, AL12.2013
Skills
- SaaS & CRM Expertise (Zendesk, Salesforce, Slack, WFM)
- Technical Support & Troubleshooting
- Client Onboarding & Training
- Process improvement & Optimization
- Cross-Functional Collaboration
- Account & Relationship Management
- Data Analysis & Problem-Solving
- Customer Retention & Engagement
- Workflow Automation & Documentation
Locations
- Moulton, AL
- Atlanta, GA
Timeline
Vehicle Support Specialist
Motus
07.2023 - Current
Senior Retention Specialist
AT&T/Directv
07.2020 - 02.2023
Customer Support Coordinator
Verizon Wireless
06.2016 - 01.2020
Bachelor of Science - Political Science
University of North Alabama
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