Dana McCleveland
@danamccleveland
Remote customer support specialist with 10+ years resolving issues and coordinating AI LMS support.
United StatesWhat I'm looking for
I’m a customer-focused Customer Support Representative with 10+ years delivering remote customer support, issue resolution, and customer experience support across healthcare, retail, pharmaceutical, energy, and enterprise environments.
I’ve driven measurable improvements in service operations by managing service cases in CRM and ERP environments, maintaining accurate documentation, and supporting AI-enabled learning management system (AI LMS) initiatives through workflow coordination, user communication, compliance tracking, and support documentation.
I’m known for professionalism and strong communication, de-escalation, and cross-functional collaboration—coaching others on service standards while improving reporting accuracy, KPI tracking, and first-contact resolution to protect CSAT and compliance.
Experience
Work history, roles, and key accomplishments
Provided remote customer and technical support across healthcare environments, resolving issues through troubleshooting, documentation, and follow-up. Managed service cases in CRM/ERP systems and supported AI LMS rollout through workflow coordination, user communication, and compliance tracking.
Customer Support Specialist
GameStop
Oct 2021 - Aug 2022 (10 months)
Supported high-volume customer inquiries and ticket resolution, documenting requests in CRM systems. Improved escalation procedures and supported AI LMS communication workflows for operational users and remote teams.
Customer Service Representative
Invacare Corp.
Oct 2020 - Oct 2021 (1 year)
Provided remote customer support during ERP transition initiatives, assisting customers and internal users with issue resolution and service support. Created documentation and user guides and supported AI LMS onboarding and reporting/process improvement activities while maintaining HIPAA-compliant standards.
Delivered ERP and customer support for enterprise users and operational teams by maintaining service logs and follow-up communications. Coordinated AI LMS workflows and supported reporting automation/AI-enabled analytics to improve issue tracking and support documentation consistency.
Coordinated customer support communications and case tracking using Excel and ticketing systems. Maintained documentation accuracy and compliance reporting standards and supported AI-enabled reporting and digital workflow coordination for remote support teams.
Customer Support Associate
QuVa Pharmaceuticals
Oct 2015 - Feb 2018 (2 years 4 months)
Supported onboarding and customer communication processes across operational teams while maintaining accurate service documentation using SAP. Coordinated AI LMS onboarding communications and helped coordinate rollout activities across support and operational teams.
Provided communication and reporting support for customer service operations by creating reporting templates and maintaining accurate service documentation. Assisted with stakeholder communications, timeline updates, compliance reporting, and AI-enabled reporting/workflow coordination.
Education
Degrees, certifications, and relevant coursework
Park University
Bachelor of Science, Business Management
Earned a Bachelor of Science in Business Management from Park University.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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