Open to opportunities

Colt Engles

@coltengles

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Experienced Customer Support Specialist with a focus on satisfaction.

United States

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

I am an experienced Customer Support Specialist with over 8 years of delivering exceptional service at industry-leading companies such as Amazon, Apple, and Google. My expertise lies in troubleshooting, conflict resolution, and managing high volumes of customer inquiries, all while maintaining a strong focus on customer satisfaction and retention.

Throughout my career, I have achieved a 95% customer satisfaction rating at Amazon by providing exceptional support across multiple channels. I have also successfully managed escalated customer cases at Apple, reducing resolution time by 30% through process improvements. My commitment to training and onboarding new hires has contributed to faster team ramp-up times, ensuring that our team consistently meets high service standards.

With certifications in ITIL Foundation, Salesforce Administration, and Customer Service Excellence, I am dedicated to continuous improvement and delivering the best possible customer experience. I thrive in collaborative environments and am always looking for ways to enhance service strategies and support processes.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Amazon

Mar 2019 - Jun 2022 (3 years 3 months)

Provided exceptional support to thousands of customers across multiple channels, resolving product and service issues with a 95% customer satisfaction rating. Utilized Salesforce and internal ticketing systems to document customer interactions and expedite issue resolution. Collaborated with cross-functional teams to handle escalations and improve the customer experience.

Customer Support Salesforce Ticketing Systems Customer Satisfaction Training Onboarding

Senior Customer Service Representative

Apple Inc.

Jul 2016 - Feb 2019 (2 years 7 months)

Managed escalated customer cases involving hardware and software products, reducing resolution time by 30%. Developed and implemented process improvements that increased first-call resolution rates by 15%. Conducted quality assurance reviews and provided feedback to agents to ensure high service standards.

Customer Service Escalation Management Process Improvement Quality Assurance Product Launches

Customer Support Agent

Google

Aug 2014 - Jun 2016 (1 year 10 months)

Delivered technical support for Google Cloud customers, troubleshooting issues related to cloud services and software. Maintained detailed documentation of customer issues and solutions in Zendesk. Supported customer onboarding and provided product guidance to ensure smooth adoption.