Seeking a Senior Customer Support role leveraging my background in technical troubleshooting, mentorship, and high-volume customer experience. Passionate about de-escalating complex issues, maintaining high CSAT/NPS ratings, and driving retention. I aim to join a dynamic team where I can streamline operations, collaborate cross-functionally, and deliver top-tier support.
Looking for a job
Morgan Ward
@morganward
Customer Support Specialist at Jabra Enhance who supported hearing aid users and maintained 95% customer satisfaction.
United StatesWhat I'm looking for
At Jabra Enhance, I guided customers through hearing aid setup and provided ongoing support for their devices and apps. I maintained a 95% customer satisfaction score and followed HIPAA requirements when handling private information.
I resolved complex customer grievances while balancing customer satisfaction with company policy. I also assisted Product Support Specialists and Customer Support Coordinators with questions, resources, and scheduling conflicts, and retained 85% of at-risk accounts.
At Boom Sign and Lighting, I managed project lifecycles from client intake through installation, coordinating vendors, timelines, and resources. Earlier, as a server, I handled customer concerns and earned a 97% G.O.S. satisfaction score.
Experience
Work history, roles, and key accomplishments
JE
Senior Support Specialist
Jabra Enhance
Jul 2021 - Apr 2026 (4 years 9 months)
Led customers through their hearing health journey from initial setup to long-term support, maintaining 95% customer satisfaction and adhering to HIPAA regulations. Resolved complex grievances and collaborated with multiple teams to ensure seamless customer experiences.
OR
Server
Old Chicago Pizza, TGIFridays, Logan's Roadhouse
Jul 2011 - Mar 2020 (8 years 8 months)
Excelled in fast-paced, high-pressure environments while delivering consistent customer satisfaction. Managed multiple tables and priorities simultaneously, built rapport with guests, and demonstrated strong sales ability through upselling and menu knowledge.
BL
Project Manager
Boom Sign and Lighting
May 2015 - Apr 2017 (1 year 11 months)
Managed end-to-end project lifecycles from client intake to final installation, coordinating vendors, timelines, and resources. Served as primary client contact and improved workflow efficiency by streamlining communication between teams and clients.
Education
Degrees, certifications, and relevant coursework
Volunteer State University
Associate's Degree, General Studies
Completed coursework toward an Associate's Degree at Volunteer State University in 2015.
SS
Smyrna High School
High School Diploma, General Studies
Earned a High School Diploma from Smyrna High School in 2011.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
United StatesAuthorized to work in
Salary expectations
48k+ USD
Job categories
Skills
Customer SupportCustomer ExperienceCustomer RetentionTechnical TroubleshootingHearing Aid SupportJabra AppsHIPAA complianceProject ManagementProject CoordinationProcess ImprovementConflict ResolutionDe escalationCustomer Relationship ManagementSalesforceSlackCRMExcelEnglishSalesMicrosoft OfficeCustomer ServiceAIAccount ManagementNegotiation
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