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Austin Prim

@austinprim

Customer Success and Operations specialist at File & ServeXpress who rebuilt its knowledge system and improved customer support workflows.

United States

Message

At File & ServeXpress, I moved from frontline customer support into escalations and supervision, helping customers and internal teams resolve complex product and workflow issues. As an Escalations Specialist, I partnered with Product and Application Operations to identify recurring pain points and improve how issues were documented and resolved.

As Client Service Supervisor, I rebuilt the company’s knowledge management system and created a standardized onboarding and training curriculum. I also redesigned escalation workflows and helped advance an online customer payment portal in response to recurring customer concerns.

Earlier, I supported vault operations at Brink’s Money Security and took on day-to-day Vault Manager responsibilities. I also founded the Texas Youth Summit and created the Texas Bible Challenge during my leadership work with the Young People’s Department (YPD) of the Texas Jurisdiction, A.M.E. Church.

Experience

Work history, roles, and key accomplishments

Escalations Specialist

File & ServeXpress

Jan 2024 - Jan 2026 (2 years)

Served as the primary escalation resource for complex customer issues, partnering with customers, internal teams, and technical stakeholders to resolve high-impact issues while improving operational workflows and customer experience.

Customer Escalation Management Technical Troubleshooting Cross Functional Collaboration Process Improvement Customer Experience Stakeholder Management Coaching Documentation

Client Service Supervisor

File & ServeXpress

Jan 2019 - Dec 2024 (5 years 11 months)

Led daily operations for a team of Customer Support Representatives while improving service quality, developing employees, and implementing scalable processes that strengthened both customer and operational performance.

Team Leadership Knowledge Management Training and Development Process Improvement Escalation Management Coaching Performance Management Customer Experience Communication Skills Project Management

Customer Support Representative II (Escalations)

File & ServeXpress

Jan 2018 - Dec 2019 (1 year 11 months)

Served as the primary escalation resource for complex customer issues while providing advanced technical troubleshooting and workflow guidance for customers and frontline representatives.

Technical Troubleshooting Escalation Management Customer Support Cross Functional Collaboration Product Knowledge Customer Advocacy

Customer Support Representative I

File & ServeXpress

Jun 2017 - Dec 2018 (1 year 6 months)

Consistently ranked among the organization's highest-performing Customer Support Representatives, leading the department in call volume and first-call resolution across multiple reporting periods.

Customer Support Call Handling First Call Resolution Mentorship Training Customer Service Excellence

Cash Logistics Processor

Brink's Money Security

Jan 2016 - Jan 2017 (1 year)

Managed reconciliation and balancing of vault operations responsible for millions of dollars in cash assets while maintaining strict security, compliance, and audit standards.

Cash Handling Reconciliations Compliance Security Training Cross Functional Collaboration Attention To Detail

Young People's Department (YPD) President

Texas Jurisdiction, A.M.E. Church

Nov 2010 - Nov 2016 (6 years)

Elected twice to lead a statewide youth leadership organization, providing strategic direction and leadership development across multiple regional conferences.

Leadership Strategic Planning Event Planning Mentorship Program Development Volunteer Management