Open to opportunities

Chris S

@chriss

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Technical support and customer service professional resolving complex policy and device issues.

United States

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What I'm looking for

I’m looking for a customer-focused role where I can deliver Tier 2 technical support and policy guidance, use proactive communication to improve resolution times, and help maintain strong data integrity in a supportive, remote-friendly environment.

I’m a highly skilled Customer Service and Technical Support Professional with over 10 years of experience in multichannel support, including phone, email, and chat. I’m known for resolving complex technical issues, maintaining high customer satisfaction, and driving operational excellence in remote environments.

At Progressive, I’ve delivered expert education on coverage options and policy benefits while executing the full policy lifecycle—processing payments, managing cancellations, facilitating policy reinstatements, and handling billing adjustments to ensure record integrity. I also supported policyholder inquiries with 99% accuracy, reduced case resolution time by 20% through proactive email communication strategies, and maintained data integrity across CRM and proprietary systems.

Experience

Work history, roles, and key accomplishments

Service Consultant

Progressive

Nov 2025 - Apr 2026 (5 months)

Delivered high-volume customer support, educating policyholders on coverage options and policy benefits. Managed full policy lifecycle tasks including payments, cancellations, reinstatements, and accurate billing adjustments to maintain record integrity.

Customer Service Policy Lifecycle Payments Processing Multichannel Support

Senior Processing Specialist

Progressive

Jan 2023 - Nov 2025 (2 years 10 months)

Provided email-based support to resolve policyholder inquiries and process changes with 99% accuracy. Reduced case resolution time by 20% through proactive email communication while maintaining data integrity across CRM and proprietary systems.

Email Support Data Integrity CRM Systems Case Resolution Optimization Accuracy Management Billing Support

Service Consultant

Progressive

Jun 2019 - Jan 2023 (3 years 7 months)

Managed high-volume policyholder inquiries via phone and email, achieving a 95% customer satisfaction rating. Processed policy changes, billing adjustments, and coverage modifications with 100% accuracy.

Phone Support Email Support Policy Adjustments Coverage Modifications Customer Satisfaction Troubleshooting

Tier 2 Technical Support

Google For Telus International

Aug 2018 - Jun 2019 (10 months)

Provided phone and chat technical support to resolve complex mobile device and service issues. Achieved an 85% first-contact resolution rate using diagnostic tools, ticketing systems, and knowledge base resources.

Tier 2 Troubleshooting Diagnostics Ticketing Systems Knowledge Base Phone Support Chat Support Android Service Issues

Retail Sales Representative

MarketSource

Apr 2018 - Aug 2018 (4 months)

Demonstrated LG mobile devices and explained advanced features and technical specifications to customers. Provided product knowledge to Retail Sales Associates to help boost mobile device sales.

Retail Sales Product Demonstrations Mobile Device Features Specifications Sales Enablement Training Support Multi Store Support Consultative Selling

Tier 2 Advisor

Apple

May 2015 - Apr 2018 (2 years 11 months)

Provided tier 2 customer service and technical support for iOS and macOS hardware/software issues via phone and chat. Resolved complex technical problems and achieved a 92% customer satisfaction rating using internal support tools.

IOS Support MacOS Support Phone Support Customer Service Internal Tools data recovery Multichannel Support