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Colette cupid

@colettecupid

Results-driven Senior Technical Support Specialist focused on customer success, process improvement, and revenue growth.

United States

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What I'm looking for

I seek a customer-focused technical support or customer success role where I can improve processes, mentor peers, drive retention, and contribute to measurable business growth in an inclusive environment.

I am a results-driven technical support and customer service professional with extensive experience across support, sales support, and client-facing roles. I prioritize accuracy, timely resolution, and long-term client retention.

At HubSpot I maintained a 90% customer satisfaction score, kept escalations under 3.5%, and achieved average response times of 13 hours—beating SLA standards. I regularly identified upsell opportunities (averaging 3 SQLs per month), led the team's Out of Office reassignment project, and facilitated a DEI workshop to strengthen team collaboration.

Previously, I managed 100+ orders weekly and 25+ daily calls at Exertis, reduced outstanding invoices by 20%, and maintained shipment and invoicing accuracy in Microsoft Dynamics NAV with a 98% on-time delivery rate. My background also includes front-desk hospitality, insurance customer service, and design sales consulting, where I honed communication, bookkeeping, and problem-resolution skills.

I bring strong project coordination, process-improvement instincts, and a collaborative approach to cross-functional teams. I am committed to delivering excellent customer experiences while driving measurable business outcomes and continuous improvement.

Experience

Work history, roles, and key accomplishments

Senior Technical Support Specialist

HubSpot

Jan 2022 - Jun 2025 (3 years 5 months)

Maintained a 90% customer satisfaction score and kept escalations below 3.5% while achieving a 13-hour average response time, improving SLA performance and customer retention; generated an average of 3 SQLs/month through proactive upsell.

Technical Support Customer Success Escalation Management SaaS Support Upselling Ticketing Systems SLA Management Cross Functional Collaboration

Sales Support Specialist

Exertis

Jul 2019 - Mar 2022 (2 years 8 months)

Processed 100+ orders weekly and handled 25+ daily calls, achieving a 95% customer satisfaction rate while reducing outstanding invoices by 20% and lowering payment errors by 15% through invoice validation.

Order Management Invoicing Collections Customer Service Sales Support Phone Support Data Entry

Front Desk Receptionist

Hampton Inn by Hilton

Aug 2017 - Oct 2019 (2 years 2 months)

Managed guest check-ins for 100+ guests weekly with 100% billing accuracy and coordinated housekeeping to ensure 95% of rooms were ready ahead of schedule, improving guest satisfaction and operational flow.

Customer Service Billing Conflict Resolution Time Management

Customer Service Representative

GEICO

Oct 2018 - Jun 2019 (8 months)

Handled high-volume inbound/outbound support to assist policyholders with billing, claims, and policy changes while maintaining accurate CRM records and contributing to strong customer retention.

Customer Support Policy Servicing CRM Billing Support Phone Support Compliance Problem Solving

Design and Sales Consultant

Arteriors Home

Oct 2016 - Jun 2017 (8 months)

Collaborated with clients to design custom layouts and advised on furniture selection and budgets, maintaining records of 100+ past projects to support repeat business and accurate project delivery.

Interior Design Client Relations Budget Management Product Knowledge Record keeping