Open to opportunities

stephen brewer

@stephenbrewer

Message

Customer support and service leader with 10+ years improving workflows and resolving high-volume issues.

United States

Message

What I'm looking for

I’m seeking to transition into a SaaS/customer support role where I can resolve issues quickly, train teams, and improve service workflows—using clear communication, root-cause thinking, and escalation/de-escalation to protect customer satisfaction.

I bring 10+ years of experience in high-volume, fast-paced service environments where I focus on customer satisfaction, clear communication, and calm problem-solving. As an escalation point, I resolve issues quickly and professionally while staying composed in high-pressure support situations, using root-cause thinking to prevent repeats.

I’ve also led teams and strengthened onboarding through structured training and documentation. From developing step-by-step service guides to improving workflows and ticket prioritization, I streamline operations, reduce errors, and support strong customer retention—now aiming to transition into a SaaS/customer support role.

Experience

Work history, roles, and key accomplishments

Current

Lead Server

Current

Fin & Feathers Midtown

Jan 2022 - Present (4 years 5 months)

Managed high-volume guest interactions, driving consistently high customer satisfaction and top sales performance. Supervised peak-hour service operations, acted as the escalation point for customer concerns, and improved onboarding training to reduce service errors.

Customer Service Conflict Resolution Escalation Management Team Leadership Onboarding Workflow Optimization Sales Support

Service Trainer

Knife Modern Mediterranean

Jan 2021 - Jan 2022 (1 year)

Designed and delivered structured onboarding programs for new hires, improving training consistency and ramp-up time. Created service documentation and updated training materials based on recurring issues to improve efficiency and guest experience.

Onboarding Knowledge Sharing Documentation Process Improvement Workflow Optimization Customer Experience

Server / Bartender

Colombia Sussex

Jan 2018 - Jan 2020 (2 years)

Managed customer orders across in-person and phone-based systems, ensuring accuracy and timely fulfillment during high-pressure service. Supported front-of-house operations using digital ordering and POS systems while maintaining strong customer satisfaction.

Order Management Customer Satisfaction POS systems High Pressure Service Accuracy & Timeliness Communication Team Coordination

Server

Red Lobster

Jan 2013 - Jan 2015 (2 years)

Delivered personalized customer service in a high-volume dining environment, building repeat customer relationships through product knowledge and attentive care. Strengthened communication and multitasking skills while executing fast-paced service demands.

Customer Service Product Knowledge Relationship Building Communication Multitasking Fast Paced Customer Retention Service Execution