Open to opportunities

Keith Crosby

@keithcrosby

Message

Customer support and escalation specialist improving SLAs, incident resolution, and client satisfaction.

United Kingdom

Message

What I'm looking for

I’m looking for a customer support role where I can own escalation workflows, improve SLA and ticket resolution performance, and lead process improvements that reduce bottlenecks while strengthening client relationships and satisfaction.

I’m an operations and customer support professional with 6+ years of experience across access control, logistics, and customer-facing technical support. I’m known for improving operational efficiency, maintaining compliance, and resolving incidents in high-volume environments while keeping service delivery smooth and reliable.

I’ve led support operations and built repeatable escalation workflows to boost ticket resolution speed and SLA performance. Most recently, I handled 100+ daily check-ins with 99% documentation accuracy, reduced bottlenecks through better traffic coordination, and improved turnaround times by proactively managing issues from first contact through escalation and resolution.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Gatehouse Operations

Jul 2024 - Present (2 years)

Processed 100+ daily check-ins with 99% documentation accuracy, ensuring secure site access and full compliance. Reduced vehicle bottlenecks and improved driver turnaround time through proactive issue resolution and escalation handling.

Customer Service Escalation Management CRM Systems Issue Resolution Client Relations First Call Resolution Documentation Control Ticketing Platforms Traffic Coordination

Owner / Director

GreenLeaf Repairs

Jun 2020 - Oct 2022 (2 years 4 months)

Built and managed an independent repair business providing hardware and software support. Increased customer retention by delivering rapid diagnosis and repair of desktops, laptops, and peripherals while handling stock sourcing, customer communication, invoicing, and recordkeeping.

Customer Service Issue Resolution Client Relations hardware troubleshooting Software support Inventory Management Invoicing Documentation Control CRM Systems Record keeping

Support Director

Horizon Networks

Feb 2018 - Aug 2020 (2 years 6 months)

Led technical support operations for web hosting, VPS, and infrastructure-related customer issues. Implemented escalation workflows and support processes to improve ticket resolution speed and managed a support team to enhance service quality and SLA performance.