Scotty Campbell
@scottycampbell
Customer Support Advocate who resolves complex issues, trains teams, and improves customer satisfaction through empathy and data-driven workflows.
ZimbabweWhat I'm looking for
I’m a Customer Support Advocate focused on enhancing client satisfaction and retention through conflict resolution, active listening, and problem analysis. I combine empathy and resourcefulness with accurate data entry to turn inquiries into clear, reliable outcomes.
Since Apr 2025, I’ve worked as a Reservations Support Trainer at Transparent BPO, where I developed and delivered targeted training sessions to increase reservation agents’ accuracy and efficiency. I monitor training effectiveness, implement adjustments for policy adherence and regulatory compliance, and collaborate with quality assurance teams to improve call handling performance.
Earlier, as a Trainer at Startek (Jan 2024–Jul 2024), I created customized training materials for diverse learning styles and facilitated interactive sessions that boosted confidence and improved adherence to quality standards. I bring the same practical, improvement-minded approach to support operations and escalation handling.
My background also spans logistics and technical support, including Logistics Customer Support at Ibex (Nov 2018–Aug 2023) and Technical Support Team Lead at Sutherland (Dec 2014–Apr 2018). At Xerox (Jun 2010–Oct 2014), I resolved complex customer issues through detailed troubleshooting, escalated product issues to engineering, and used ticket trends to drive proactive improvements—so teams and customers both benefit from faster, more dependable service.
Experience
Work history, roles, and key accomplishments
Reservations Support Trainer
Transparent Bpo
Apr 2025 - Present (1 year 2 months)
Developed and delivered targeted training for reservation agents to improve accuracy, efficiency, and customer satisfaction. Monitored training effectiveness, updated materials using CRM tools, and partnered with QA to align with evolving policies and compliance requirements.
Created customized training materials and facilitated interactive sessions to build agent confidence and improve adherence to quality standards. Increased participant capability and strengthened overall customer satisfaction through targeted learning approaches.
Logistics Customer Support
Ibex
Nov 2018 - Aug 2023 (4 years 9 months)
Coordinated delivery schedules across multiple carriers to reduce shipment errors and improve operational reliability. Proactively monitored shipment status, verified documentation to avoid customs delays, and communicated updates to maintain client trust and reduce escalations.
Coordinated daily technical support operations to ensure consistent resolution workflows across multiple issue types. Managed escalations, improved team capability through training programs, and analyzed support metrics to optimize resources and reduce time-to-resolution.
Resolved complex customer inquiries through detailed troubleshooting to improve first-contact resolution and customer satisfaction. Documented and escalated product issues to engineering, guided account setup and feature adoption, and reduced case volume by identifying recurring ticket trends.
Education
Degrees, certifications, and relevant coursework
Solid Base Computer Institute
High School Diploma
2007 - 2008
Grade: Distinction in Math and Science
Earned a High School Diploma and graduated with a distinction in math and science.
St. Catherine High School
High School Diploma
2000 - 2006
Completed High School Diploma coursework from 2000 to 2006.
Availability
Location
ZimbabweAuthorized to work in
Job categories
Skills
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