socialintelligence99 User
@socialintelligence99
I resolve complex customer issues, protect enterprise revenue, and improve retention across regulated, high-volume support environments.
United StatesWhat I'm looking for
I've supported enterprise customers at Fidelity Investments, Freight All Kinds, US Data Corporation, and Verizon Wireless, resolving complex issues across phone, chat, email, and technical support channels. At Fidelity, I manage sensitive 401(k) account maintenance, loans, withdrawals, and access troubleshooting while meeting quality and first-contact-resolution standards.
Across freight, SaaS, and telecommunications, I've handled high-stakes negotiations, retained VIP enterprise accounts, authored knowledge-base content, and translated escalations into product feedback. I bring 20 years of customer success experience, including 10,000+ negotiations and high-volume ticket management in Zendesk, Zoho, Salesforce, and HubSpot.
Experience
Work history, roles, and key accomplishments
De-escalated high-volume tier-1 support inquiries across phone, live chat, and email, achieving target First Contact Resolution rates for complex 401(k) accounts. Navigated advanced technical troubleshooting and maintained rigorous QA standards for sensitive corporate benefits tasks.
Customer Advocate Specialist
Freight All Kinds
Jan 2014 - May 2024 (10 years 4 months)
Orchestrated high-stakes negotiations with business owners across a portfolio of 250+ trucking companies, balancing DOT regulatory compliance with logistics timelines. Secured 100% account retention and processed 250-500 daily inbound inquiries using Agile/Scrum workflows.
Technical Customer Care Advocate
US Data Corporation
Jan 2013 - Jan 2014 (1 year)
Segmented and managed enterprise databases containing 50,000 to 100,000 contacts using Salesforce, Peoplesoft, and Excel. Authored SOPs and knowledge base articles, boosting customer satisfaction to consistent 5-star ratings.
Directed regional customer service training during the Verizon/Nextel merger, driving a 50% increase in regional sales output. Onboarded and supported 100+ B2B enterprise accounts monthly, mitigating churn and achieving the region's lowest turnover rate.
Education
Degrees, certifications, and relevant coursework
University of Kansas
Bachelor of Arts, Business Administration
Bachelor of Arts in Business Administration from the University of Kansas.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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