HMHylton Mayne
@hyltonmayne
Dynamic customer service professional with over 5 years of experience.
ZimbabweWhat I'm looking for
I am a dynamic and results-oriented customer service professional with over 5 years of experience in diverse customer-facing roles. My expertise lies in answering inbound calls, resolving complex technical issues, and ensuring customer satisfaction while adhering to established protocols. I pride myself on my strong written and verbal communication skills, which enable me to deliver exceptional service and maintain positive client relationships.
In my most recent role as a Senior Job Captain at Menemsha Solutions, I improved customer satisfaction scores by 10% by efficiently resolving Zendesk complaints, which directly contributed to repeat business through Slack. I have a proven track record of delivering clear, concise, and empathetic responses to customers, effectively managing and tracking feedback through proprietary CRM software, and providing step-by-step instructions to resolve technical issues.
My previous experiences at Martin Bros, The Walt Disney Company, Apple, and Amazon have further honed my ability to build strong relationships with customers, actively listen to their concerns, and escalate unresolved issues to management for quick resolutions. I am passionate about maintaining high levels of customer satisfaction and continuously improving service delivery.
Experience
Work history, roles, and key accomplishments
Senior Job Captain
Menemsha Solutions
Jan 2021 - Dec 2022 (1 year 11 months)
As a Senior Job Captain, I improved customer satisfaction scores by 10% by resolving Zendesk complaints and providing efficient solutions. I delivered clear and empathetic responses to customers and managed feedback through CRM software.
BIM/VDC Coordinator
Martin Bros
Jan 2020 - Jan 2021 (1 year)
In my role as BIM/VDC Coordinator, I maintained client accounts for proprietary construction software, addressing client issues and troubleshooting while representing issues to the software development team.
Intern
The Walt Disney Company
Aug 2017 - Nov 2018 (1 year 3 months)
During my internship, I built strong relationships with customers by actively listening to their concerns and managed customer feedback, ensuring quick resolutions and high levels of satisfaction.
Technical Support Specialist
Apple
Jan 2015 - Jan 2016 (1 year)
As a Technical Support Specialist, I escalated claims and tickets to relevant departments, followed SOP protocols, and processed invalid tickets while managing a high volume of inbound calls.
Ambassador
Amazon
Mar 2014 - Mar 2015 (1 year)
In my role as an Ambassador, I escalated calls requiring advanced support, resolved complex issues using technical knowledge, and developed an FAQ guide to improve response times.
Education
Degrees, certifications, and relevant coursework
SUSan Jose State University
Bachelor of Science, Industrial Design
2017 -
Earned a Bachelor of Science in Industrial Design, focusing on the principles of design and user experience, while developing skills in problem-solving and creative thinking.
NCNapa Valley College
Associate of Science, Business Administration
2014 - 2016
Completed an Associate of Science in Business Administration, gaining foundational knowledge in business principles, management, and customer service.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Job categories
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