Wesley Hackelton
Austin,TX
Summary
Proven Product Support Specialist with a track record of enhancing customer satisfaction at WellSky through expert problem-solving and analytical thinking. Skilled in CRM software and managing high-volume ticket systems, consistently delivering solutions that drive product loyalty and improvement. Achieves notable efficiency and client trust with a blend of technical expertise and interpersonal skills.
Overview
7
7
years of professional experience
Work History
Customer Support
Concentrix
10.2024 - Current
- Developed strong relationships with clients by providing exceptional customer support and technical expertise.
- Balanced competing priorities under pressure by effectively multitasking while remaining focused on delivering exceptional customer support.
- Collaborated with cross-functional teams to optimize company-wide customer support efforts and streamline issue resolution.
- Collaborated with team members to share best practices, ensuring a consistent approach to customer support across the organization.
Sales Associate
Guitar Center
09.2024 - 11.2024
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
CSSR
Miller IDS
10.2023 - 03.2024
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Product Support Specialist
Expedia Group
03.2022 - 10.2023
- Increased knowledge base usage by creating detailed articles on common product issues and solutions.
- Contributed to product development by sharing valuable customer feedback and insights with engineering teams.
- Managed a high volume of support tickets, maintaining a consistent record of prompt resolution times.
- Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
Product Support Specialist
WellSky
01.2020 - 09.2021
- Contributed to product development by sharing valuable customer feedback and insights with engineering teams.
- Managed a high volume of support tickets, maintaining a consistent record of prompt resolution times.
- Developed strong relationships with clients, resulting in increased trust and loyalty to the company''s products.
- Performed troubleshooting and tested customer issues via phone, email, and remote assistance software.
Circle SME/Team Lead
Trusource Labs
09.2017 - 01.2020
- Evaluated student progress regularly, providing timely feedback for continuous improvement in academic performance.
- Continually pursued professional development opportunities to stay current with educational trends and research, ensuring high-quality instruction for all students.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive product and service improvements.
- Devised and implemented processes and procedures to streamline operations.
- Collected, arranged, and input information into database system.
Education
Associate of Applied Science - Audio Engineering
Austin Community College
Austin, TX05-2027
Skills
- Average 70 WPM typing speed
- CRM software
- Problem-solving
- Call center experience
- Conflict resolution
- Quality assurance
- Ticket management
- Analytical thinking
Timeline
Customer Support
Concentrix
10.2024 - Current
Sales Associate
Guitar Center
09.2024 - 11.2024
CSSR
Miller IDS
10.2023 - 03.2024
Product Support Specialist
Expedia Group
03.2022 - 10.2023
Product Support Specialist
WellSky
01.2020 - 09.2021
Circle SME/Team Lead
Trusource Labs
09.2017 - 01.2020
Associate of Applied Science - Audio Engineering
Austin Community College
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