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Your Business Media

@yourbusinessmedia

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Customer support specialist delivering technical troubleshooting and world-class CX.

United States

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What I'm looking for

I seek a customer-focused role in a collaborative, product-driven company where I can reduce resolution times, mentor teams, and improve self-service documentation.

I am a customer support specialist with over 10 years of experience in high-volume SaaS and logistics environments, focused on technical troubleshooting, escalations, and improving user experience. I consistently deliver high CSAT by resolving complex tickets, mentoring teammates, and collaborating with product and engineering to fix root causes.

I have authored extensive help-center documentation, reduced resolution times through process improvements, and supported 150+ complex tickets weekly while maintaining >95% satisfaction at Everlance. I hold Google certifications in Data Analytics, Digital Marketing & E‑commerce, and Project Management and bring a continuous-improvement mindset to support operations.

Experience

Work history, roles, and key accomplishments

Customer Support Advocate

Everlance

Nov 2021 - May 2025 (3 years 6 months)

Resolved 150+ complex support tickets weekly via Intercom and Zendesk with >95% CSAT; authored 30+ help center articles and served as primary escalation for technical issues, collaborating with product and engineering to reduce resolution times.

Intercom Zendesk Technical Troubleshooting Escalation Management Mentoring Customer Satisfaction

Customer Support Advocate

Misfits Market

Feb 2019 - Oct 2021 (2 years 8 months)

Handled high-volume order, delivery, and subscription inquiries via Zendesk and phone, maintained CSAT >90%, and improved resolution through refined macros, templates, and cross-team collaboration with logistics and warehouse.

Zendesk Phone Support Order Management Documentation Logistics Coordination CSAT

Technical Support Advocate

ClickFunnels

Jan 2017 - Jan 2019 (2 years)

Provided front-line and Tier 2 SaaS support via Zendesk and Intercom, investigated platform errors across 70+ integrations, and reduced average resolution time by 20% through improved ticket qualification and escalation.

Zendesk Intercom SaaS Support Resolution Times

Customer Support Advocate

HeartCore Business

Jan 2017 - Jan 2018 (1 year)

Facilitated onboarding and technical integrations using remote collaboration tools, moderated community support via Kustomer, and delivered personalized 1:1 technical support to ensure successful customer outcomes.

Kustomer Slack Onboarding Remote Collaboration Customer Education

Support & Marketing Specialist

Various Clients

Jan 2012 - Jan 2017 (5 years)

Supported product launches and live events with live chat and onboarding support, collaborated on documentation and troubleshooting to improve customer education and post-purchase follow-up.

Live Chat Support Zendesk Onboarding event support Documentation Troubleshooting Client Communication Slack

Support & Marketing Specialist

You Everywhere Now / Traffic Geyser

Jan 2008 - Jan 2012 (4 years)

Managed inbound support and helpdesk systems, developed onboarding materials and online training, and coordinated cross-functional tasks to improve client communication and escalation processes.