Open to opportunities

Richard Ilfraim

@richardilfraim

Message

Customer Support Specialist with 6+ years of CX expertise in fast-paced SaaS environments.

United States

Message

What I'm looking for

I’m looking for a customer-focused role where I can resolve complex issues, improve workflows and documentation, and use strong written communication to deliver clear, efficient support in a SaaS environment.

I’m a Customer Support Specialist with 6+ years of customer experience delivering high-quality support in fast-paced, remote environments. I’m known for very strong written communication, attention to detail, and high ownership in driving issues to resolution.

I lead with structured problem-solving: I troubleshoot account, system, and workflow issues, guide users step-by-step, and resolve complex inquiries with clarity and efficiency. I also manage high-volume support queues while maintaining structured documentation and improving workflows to keep the customer experience consistent.

From user guidance and troubleshooting to issue resolution and escalation management, I focus on cross-functional collaboration across Ops, Product, and Support. I strengthen teams through training, knowledge base support, and process improvement—ensuring customers can navigate SaaS workflows confidently and get accurate outcomes.

Experience

Work history, roles, and key accomplishments

Current

Bilingual Customer Service Agent

Current

TTEC Holdings Inc

Jan 2024 - Present (2 years 6 months)

Provided bilingual remote customer support for EZ Pass, troubleshooting account, system, and workflow issues while guiding users step-by-step to resolution. Managed 50+ daily support cases and was ranked #1 on the team and top 30 company-wide.

Customer Support Troubleshooting Issue Resolution Escalation Management Customer Documentation Salesforce Zendesk Excel Outlook Teams Slack Zoom Google Drive Cisco

Client Services / Administrative Support

Center for Human Development & Family Services (CHDFS)

Jan 2018 - Jan 2024 (6 years)

Processed and tracked 60+ weekly client records with a focus on data accuracy, structured documentation, and compliance in health-tech systems. Provided process guidance to help users navigate services while handling multiple cases simultaneously.

Client Services Administrative Support Documentation Health Tech Compliance Support Attention To Detail

Explainer Trainee / Customer Support

New York Hall of Science (NYSCI)

Jan 2017 - Jan 2020 (3 years)

Delivered presentations to 500+ visitors by simplifying complex concepts into clear communication. Supported team coordination and troubleshooting across multiple projects while guiding visitors through structured problem-solving.

Public Speaking Presentation Troubleshooting Team Coordination Cross Functional Collaboration

Customer Service Associate

Finish Line

Jan 2014 - Jan 2016 (2 years)

Provided customer support in a fast-paced retail environment, delivering 150+ appeals for product guidance. Drove a 20% sales boost through effective accessory upselling and strengthened communication through tailored recommendations.

Customer Service Appeals Retail Customer Support Product Guidance Upselling Sales Growth Fast Paced Retail Communication