Open to opportunities

Wes Morel

@wesmorel

Remote technical support specialist specializing in Tier 2 escalations, bilingual customer de-escalation, and cybersecurity transition.

United States

Message

What I'm looking for

I’m looking for a remote, customer-focused support role with Tier 2 ownership, strong knowledge-base processes, and a clear path into cybersecurity so I can use troubleshooting and GenAI skills to protect customers.

I’m a remote-first technical support professional with a background spanning customer-facing operations, Tier 2 escalation support, and team leadership. I’m strong at de-escalating issues, maintaining client rapport, and performing in high-volume environments where communication and composure matter.

Recently, I delivered remote inbound technical support for TurboTax customers across product tiers, quickly flagging complex problems for Tier 2 escalation and using Slack and Jira to coordinate and manage ticketing and knowledge. I also bring operational leadership experience from DHL Express and luxury retail management, and I’m actively transitioning into cybersecurity with CompTIA Security+ in progress while building my skills through hands-on cybersecurity learning.

Experience

Work history, roles, and key accomplishments

Station Supervisor

DHL Express (Vans Express)

Jan 2023 - Jan 2025 (2 years)

Supervised daily operations for a high-volume DHL express station covering 20–40+ routes. Provided Tier 1 technical support for handheld scanners, tablets, dispatch software, and user access issues, resolving device outages, routing conflicts, and escalation cases while training staff on platform procedures.

Operations Supervision Tier 1 Support Dispatch Software Support Performance Under Volume Escalation Management

Store Manager

Brooks Brothers

Jan 2019 - Jan 2021 (2 years)

Managed full store operations including team leadership, inventory systems, and customer experience delivery. Used retail management platforms for scheduling, reporting, and operational compliance.

Store Operations Team Leadership Inventory Management Scheduling Customer Experience Operational Compliance Retail Systems Navigation Performance Management

General Manager

Burberry

Jan 2018 - Jan 2019 (1 year)

Returned to lead teams of 10–20, managing performance and client relationship systems within a high-volume, client-facing environment. Continued delivery against operational KPIs and contributed to operational execution during the second tenure.

General Management Team Leadership KPIs Performance Coaching Client Relationship Management

General Manager

Burberry

Jan 2010 - Jan 2016 (6 years)

Led teams of 10–20, managing performance and client relationship systems in a high-volume luxury retail environment. Delivered against operational KPIs and supported associate development during the first tenure.

General Management Team Leadership KPIs Performance Coaching Client Relationship Management

TurboTax Product Expert

Teleperformance (GigCX Marketplace)

Jan 2026 - Present (6 months)

Delivered remote inbound technical support for TurboTax customers across Deluxe, Premier, and Self-Employed. Escalated for Tier 2 support within the first week, handling complex product, billing, and technical issues beyond standard scope while using Slack and Jira for coordination.

Customer Escalation Slack GigCX Marketplace Customer Retention