Brian Smith

I am a dedicated Customer Service & Support Associate with over a decade of experience in delivering exceptional customer interactions across various sectors, including tech, mortgage, and retail. My expertise lies in managing high-volume inbound and outbound support, resolving customer issues, and maintaining satisfaction metrics such as CSAT and NPS. I pride myself on my empathetic communication style and attention to detail, which allows me to de-escalate challenging situations and transform them into positive customer experiences.

Throughout my career, I have consistently utilized CRM tools and helpdesk platforms to track inquiries and ensure complete resolution. At Nexa Mortgage, I successfully increased CSAT scores by 20% through personalized support and streamlined ticket handling workflows. My previous roles have also seen me recognized for my professionalism and problem-solving skills, contributing to improved customer retention and satisfaction.

I am passionate about providing high-quality service and continuously seek to enhance my skills and knowledge in customer support. I believe in the power of effective communication and cross-functional collaboration to drive success and foster positive relationships with clients and colleagues alike.