Looking for a job

Lennie Zwibel

@lenniezwibel

Customer and IT Support Specialist delivering 95%+ CSAT through de-escalation, troubleshooting, and SLA-focused client care.

United States

Message

What I'm looking for

I’m looking for a client- and metrics-driven support role where I can own complex cases, troubleshoot technical issues, de-escalate effectively, collaborate cross-functionally, and keep improving service workflows and CSAT.

I’m a Client Services and Customer Support Specialist with 7+ years of experience in high-volume, fast-paced environments. I’m known for delivering exceptional client experience, resolving complex customer issues, and maintaining 95%+ customer satisfaction scores.

In my roles, I manage high daily interaction volumes while maintaining SLA and quality standards, documenting accurate CRM case notes, and driving efficient resolution. I bring strong technical support skills, including troubleshooting software and system-related issues, plus CRM and ticketing expertise across Salesforce and Zendesk, and Spiceworks.

I also focus on de-escalation, conflict resolution, and cross-functional collaboration to improve retention and streamline workflows. I’ve supported team performance by assisting with overflow tickets and mentoring peers, and I contribute to process improvement by identifying service gaps and recommending workflow optimizations.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Arise

Jan 2021 - Present (5 years 5 months)

Managed 60+ daily inbound and outbound customer interactions via phone, chat, and email while providing technical troubleshooting with high first-contact resolution rates. Maintained 95%+ CSAT by de-escalating complex situations, documenting cases in CRM systems, and adhering to SLAs and quality/performance metrics.

Customer Support Multichannel Support Technical Troubleshooting CRM CSAT SLA Management Performance Metrics

City Planner

City Of Fort Walton Beach

Sep 2019 - Jan 2021 (1 year 4 months)

Ensured regulatory compliance and supported cross-functional coordination for permitting processes. Coordinated with relevant internal stakeholders to help ensure smooth workflow for permitting needs.

Regulatory Compliance Permitting

City Planning Technician

City Of Little Rock

Sep 2016 - Aug 2019 (2 years 11 months)

Improved data integrity and collaborated on public data system implementation. Supported accurate data handling and coordination to support public sector workflows.

Data Integrity Data Quality Cross Functional Collaboration Process Improvement Administrative Coordination

Park Management Intern

City Of New York

Nov 2014 - Aug 2015 (9 months)

Delivered training and mentorship to support team development and productivity. Assisted with day-to-day operational support to help maintain effective team performance.

Mentorship team development Operational Support Collaboration Communication Administrative Assistance

Client Associate

BHG Financial

Delivered end-to-end client support and account management, resolving inquiries related to financial products and services. Managed 50+ daily client interactions while meeting SLA and quality standards and de-escalating complex concerns through CRM case notes and cross-functional collaboration.

Client Relationship Management Financial Services Support CRM Systems Case Management SLA Management Customer Support Cross Functional Collaboration

Education

Degrees, certifications, and relevant coursework

Merit America

Google IT Support Professional Certificate, Technical Support and Systems Administration

2024 -

Completed the Google IT Support Professional Certificate program via Merit America, covering systems administration, security, and technical support topics.