Customer Support Leader

Verified

$8/hr

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Outline

Looking for Full-Time work (8 hours/day) at $8/hour

Associate Degree

English proficiency Fluent

Professional Summary

Dynamic and results-oriented Customer Experience (CX) Leader with proven experience in team leadership and client support

Skills & Experience

Skills

Customer Support 10+ Years

Office and Administration > Documentation 10+ Years

Zendesk 5-10 Years

Chat support, Email Support, Phone Support, Content Moderator 10+ Years

Freshdesk 2-5 Years

Customer Support > Technical Support 10+ Years

Design > Graphic Design > Canva 2-5 Years

Office and Administration > Coordination 5-10 Years

Customer Service/Dispatcher 5-10 Years

Gemini AI 1-2 Years

Connectwise 1-2 Years

Experience highlights

Service Desk Coordinator

iT360 Ltd (2024-2025) · April/2024 – Present

Contributed to team customer satisfaction ratings, 98% average monthly score with a minimum of 6 surveys monthly
Led working sessions with diverse U.S.-based clients in the
healthcare and legal sectors to map out business processes and align on IT support improvements.
Documented and streamlined the triage and escalation process for IT requests using ConnectWise, ensuring critical P1/P2 issues consistently met/exceeded 1-hour SLA targets and providing a clear internal guide for the support team.

Social Media Manager | Client Services

B+N Associates Design Studio (Feb 2024-Jan 2025) · February/2024 – Present

Developed and executed data-driven social
media strategies using tools like Canva & Meta
for Business, leveraging analytics to optimize
campaigns and achieve a 50% increase in client
engagement and inquiries.

Service Desk Coordinator

Epic IT · July/2023 – Present

* Managed the technical ticket lifecycle and maintained 90%+
scheduling occupancy via ConnectWise Manage, optimizing
resource deployment for customer-facing technicians.
* Facilitated technical escalations and liaison, translating complex issues for precise assignment and collaboration.
* Proactively monitored system health (N-Able), deploying
automated remediation and updating ConnectWise Manage.

Social Media Manager | Coordinator and Customer Care

Chiyu Wellness Home Service Massage (May 2023-Jan 2025) · May/2023 – Present

* Leveraged competitor social media analysis to execute brand awareness campaigns using Canva & Meta for Business, delivering ~200% ROI on ad investments.
* Streamlined client workflows by documenting a clear coordination process flow via Messenger & Calendly, ensuring 100% on schedule client service and removing friction for the operations team.

Technical | Customer Support Manager

RapidFunnel, Inc. · September/2018 – Present

* Optimized Service Desk operations via remote performance
calibrations, Quality Audits, and data-driven analysis
(Zendesk Admin) to inform staffing and targets; managed &
maintained an overall team score of =>4.7/5.
* Acted as a key technical liaison for clients, facilitating onboarding, delivering app usage training for effective support as well as cancellation and refund prevention.
* Authorized and processed fair credit adjustments when
appropriate to maintain client goodwill.

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