William Crager
@williamcrager
Customer Support Lead and Subject Matter Expert skilled in technical troubleshooting, dispute de-escalation, and premium account success.
United StatesWhat I'm looking for
I’m a customer support professional with six years of experience in high-volume environments, specializing in complex issues resolution, technical troubleshooting, and dispute de-escalation. I consistently deliver customer satisfaction scores 15% higher than team average and use clear, concise communication to move cases forward.
At eBay Inc., I’ve progressed through progressive customer support roles, including Customer Support Specialist for Premium Services and Customer Support Lead & Subject Matter Expert. I managed high-value premium accounts, resolved 40+ issues daily in advanced investigations, and reduced repeat inquiries by 30% through improved knowledge base documentation.
I also partner with senior leadership and cross-functional teams to streamline operations, create detailed documentation and support frameworks, and identify 50+ platform enhancements through systematic customer feedback analysis. I’m recognized for strong relationship management and was promoted into leadership, and I’m available 24/7 (including rotating weekend and holiday coverage) with remote work preferred.
Experience
Work history, roles, and key accomplishments
Led escalated seller/buyer disputes and premium account support, resolving 40+ issues daily with advanced investigation and de-escalation. Improved customer satisfaction (15% above team average) and reduced repeat inquiries 30% by streamlining operations and expanding knowledge base documentation.
Handled 50–75 inbound customer calls daily, explaining repair service options and costs, managing scheduling, and resolving disputes. Translated technical service recommendations into clear, customer-friendly language while maintaining strong service-advisor relationships.
Education
Degrees, certifications, and relevant coursework
University of the People
Bachelor of Business Administration, Business Administration
Bachelor of Business Administration program at University of the People, expected to complete in December 2026.
Google Project Management Professional Certificate, Project Management
Google Project Management Professional Certificate (2025).
Salesforce Trailhead
Salesforce Service Cloud Trailhead Certified, Salesforce Service Cloud
Salesforce Service Cloud Trailhead certification (2025).
Salesforce Trailhead
Salesforce Service Cloud Trailhead Certification, Salesforce Service Cloud
Salesforce Service Cloud Trailhead certification (year not specified).
Google Digital Marketing and E-Commerce Professional Certificate, Digital Marketing and E-Commerce
Google Digital Marketing and E-Commerce Professional Certificate (2025).
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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