Senior Customer Support Specialist resume example

• As workstream lead, owned resolution of an invoice dispute by reconciling SAP order lines, agreed prices, and shipment records with sales and fulfillment before proposing a correction; gave the customer a verified explanation and kept approval responsibility with the finance owner.
• With responsibility for the review standard, prepared weekly service statistics separating open cases, aging, and repeat contacts, then checked the totals against the order-management queue; identified invoice corrections as a recurring contact reason and assigned a joint follow-up with billing.
• Reviewed a customer’s order and prior contacts before replying, explained the supported resolution and timing, and checked that the refund or replacement reached the correct account.
• Owned invoice-resolution follow-ups using Salesforce case records, resolved a recurring order-reference mismatch and completed customer confirmation before closing the case.
• Published response guidance using weekly case statistics, reduced repeat contacts by 19% for the same invoice issue and kept unresolved exceptions visible.

• As review lead, sent customer status updates with the latest confirmed shipment milestone and a named next owner; avoided promising a delivery date that operations had not confirmed.
• Recorded customer objections with supporting call notes, agreed a specific next step with the account owner, and updated the CRM only when the customer confirmed the change.
• Prepared an account handover linking the customer’s stated objective, the committed scope and unresolved objections. Reviewed it with the receiving owner so a verbal promise was not mistaken for an approved contract change.

• As review lead, converted repeated order exceptions into a support checklist with required evidence and escalation conditions. helped new agents send complete cases to the right team without requesting the same documents twice.
• Used Issue resolution and Escalation management to compare the source record with the proposed result; documented exceptions, the reviewer, and the acceptance decision before handoff.
• Prepared a fictional account plan from public company information, separated verified facts from discovery questions, and mapped the buyer, implementation owner and approval dependencies without inventing a signed opportunity.
• Built a sample value case with explicit adoption and cost assumptions, stress-tested a delayed rollout, and prepared a discovery guide showing which customer answers would invalidate the commercial proposal.
• Owned the simulated account review using a structured discovery rubric, resolved contradictory buying assumptions and completed a proposal with explicit customer success criteria.

Relevant coursework: Financial accounting, statistics, operations management, organizational behavior

• Published an independent sales case note using fictional account evidence, explaining qualification decisions, unanswered objections and the difference between a forecast and a customer commitment.