Open to opportunities

Russell Huitt

@russellhuitt

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Customer support and success professional delivering accurate, SLA-driven client outcomes.

United States

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What I'm looking for

I’m looking for a remote-friendly role where I can own customer onboarding and support, drive SLA-compliant resolutions, improve CRM workflows, and partner cross-functionally to prevent communication gaps and protect service continuity.

I’m an operations-focused customer support and success professional with 10+ years of experience supporting client accounts, coordinating services, and maintaining documentation across public sector, hospitality, and remote environments. I’m at my best when I can keep service continuity strong—using CRM management, follow-up tracking, and precise documentation to prevent communication gaps.

In recent roles, I managed virtual customer service and reservations remotely, troubleshooting account discrepancies, supporting onboarding, and maintaining issue closure timelines to meet SLA adherence. I’ve also owned front-desk operations and overnight issue resolution in hospitality, and coordinated case management across departments in high-pressure, compliance-driven environments. I bring cross-functional collaboration, calm escalation coordination, and KPI/performance reporting assistance to help teams deliver reliable, customer-first outcomes.

Experience

Work history, roles, and key accomplishments

Customer Support & Reservations

Virtual Customer Service

Jul 2025 - Feb 2026 (7 months)

Managed client accounts and booking records in CRM systems, troubleshooting discrepancies and coordinating internal resolution to meet SLAs. Supported client onboarding, documented interactions, and maintained accurate account notes.

CRM Systems Salesforce CRM Customer Support Reservations Management SLA Onboarding Documentation Troubleshooting Client Account Management

Reservations Coordinator

Boulevard Steakhouse & Pignettis

Aug 2022 - Apr 2024 (1 year 8 months)

Coordinated high-volume, multi-party reservations using Salesforce CRM and provided timely updates to internal teams and customers. Managed last-minute changes and maintained structured communication through Salesforce to support operational follow-through.

Salesforce CRM Reservation Management High Volume Management Customer Communications Change Management Team Coordination Digital Follow Through Data Entry Operational Support

Front Desk & Night Auditor

Fairfield Inn & Suites by Marriott

May 2020 - Feb 2021 (9 months)

Handled guest requests from intake through completion across multiple systems while maintaining operational accuracy through reconciliations and reporting. Served as overnight point of contact for issue resolution and escalations.

Escalations Reconciliations Reporting Multi System Data Entry

Account Manager

Aaron’s Rent-to-Own

Jan 2020 - Apr 2020 (3 months)

Managed the full lifecycle of customer accounts, including onboarding, billing, and retention. Coordinated service resolutions and escalations across departments while maintaining CRM record accuracy for payment tracking.

Customer Account Management CRM Management Onboarding & Support Billing Support Retention Escalations

Education

Degrees, certifications, and relevant coursework

Columbia Southern University

Master of Business Administration, Project Management

2024 -

Grade: GPA: 4.0

Activities and societies: Distinguished member, President’s List (Spring, Summer, Fall 2025). Relevant coursework includes Project Management Strategy and Tactics; Project Stakeholder Management; Managing Complex Projects; Management Information Systems; Human Resource Management Methods; Research Design and Methods (in progress).

Pursuing an MBA in Project Management through online study at Columbia Southern University, with coursework in project strategy, stakeholder management, and complex projects (2024–present).