I’m seeking a role that can utilize my data analysis, customer service, and training support skills in order to develop further. I have entry knowledge of CSS, HTML and SQL and wish to expand on this knowledge further through experience.
Looking for a job
Donald Hagen
@donaldhagen
I improve technical support operations through training, escalation, and process improvement.
United StatesWhat I'm looking for
I've supported complex customer and platform operations at NAVEX Global, managing database restructures for high-value clients and resolving technical disruptions above department productivity benchmarks.
As a Training Specialist, I coordinate live knowledge-sharing and incident-management sessions for international support teams. I build documentation and Articulate e-learning modules that standardize escalation procedures and improve operational consistency.
Across NAVEX Global, Clover Health, and Spectrum, I've monitored high-volume operations, escalated critical service trends, mentored staff, and partnered with stakeholders to resolve systemic bottlenecks.
Experience
Work history, roles, and key accomplishments
Coordinated live knowledge sharing and Incident Management sessions for international support teams. Spearheaded documentation and process improvement for operational workflows and developed E-Learning modules via Articulate.
Managed complex database restructures for high-value clients and resolved high volumes of technical disruptions, maintaining 40% higher productivity than the department average. Awarded Customer Success Operations - Employee of the Year 2025.
Monitored four simultaneous high-volume outbound campaigns in real-time and authored comprehensive training documentation. Resolved member concerns and coordinated pharmacy logistics and benefits.
Technical Support Specialist
Charter Communications - Spectrum
Nov 2016 - Nov 2020 (4 years)
Monitored and resolved critical service disruptions in a high-volume inbound environment, handling 80+ daily technical and billing inquiries. Acted as Subject Matter Expert for service escalation and mentored agents.
Education
Degrees, certifications, and relevant coursework
DeVry University
Bachelor of Business Administration, Accounting
2009 - 2012
Grade: 3.93
Activities and societies:
Bachelor's in Business Administration with a major in Accounting, graduated Magna Cum Laude.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
United StatesAuthorized to work in
Salary expectations
40k+ USD
Social media
Job categories
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