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Austen Howard

@austenhoward

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Customer support professional with 10+ years delivering friendly, reliable service and process improvements.

United States

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What I'm looking for

I’m looking to deliver reliable, friendly support in a fast-paced team, using high-volume phone/email communication, CRM, and process documentation to resolve complex issues and improve customer service through user feedback and data.

I bring over ten years of customer and community support experience across startup environments, international brands, and local favorites. I’m known for being reliable and compassionate, especially in high-stress situations where accuracy and empathy matter.

Over phone, email, social and chat channels I’ve grown and engaged long-term customer, volunteer and community bases. Distilling an organization’s mission, values and product highlights into a cohesive brand voice across copy, social content, outreach emails, customer service processes and more is large part of how I approach bringing the best experience to customers.

While serving as an Administrative Coordinator for TQVoices, I handled volunteer questions over email, instagram, and in-person organizing. I also built and moderated the organization’s Discord community.

When the Trans Entertainment Guild needed a General Manager, I stepped in to own communication with vendors, partners, performers, contractors, and media.

Experience

Work history, roles, and key accomplishments

Experience Field Representative

Actors Equity Association

Oct 2022 - Dec 2025 (3 years 2 months)

Received and processed high-volume member inquiries via phone and email, applying deep product knowledge and organizational values to resolve complex questions. Consulted on customer service process improvements and used a CRM to document and track issues tied to member trends and future service offerings.

Phone Support Email Support Product Knowledge Process Improvement Customer Feedback Analysis

Administrative Coordinator

TQVoices

Apr 2023 - Feb 2025 (1 year 10 months)

Handled high-volume volunteer communications via email and social media by applying community safety guidelines, organizational values, and community literacy. Supported volunteer recruitment and retention, assisted with Discord-based coordination, and escalated recurring community concerns to leadership.

High Volume Volunteer Support Email Communication Volunteer Recruitment Volunteer Retention Policy Compliance Process documentation

General Manager

Trans Entertainment Guild

Jun 2021 - Jul 2023 (2 years 1 month)

Managed organization communications with vendors, partners, performers, contractors, and media to maintain a cohesive message across projects and initiatives. Created social media content aligned to brand specifications and maintained organized records of official communications and internal documents using Google Suite.

Performer & Contractor Communications Media Coordination Social Media Content Creation Brand Voice Google Suite Stakeholder Management Community Engagement

Education

Degrees, certifications, and relevant coursework

Motion

Certification, Creative Strategy

2026 - 2026

Grade: 100

Activities and societies: N/A

Motion’s 10-week Creative Strategy Bootcamp prepared project managers and marketing professionals to lead organizations into the future of psychology-based, results-oriented advertising strategy.