Email Support Specialist

Senior Email Support Specialist — Helix SaaS Tech

Denver, CO | January 2024 – Present

• Resolved an average of 65 high-complexity billing and account security email tickets daily using Zendesk, consistently maintaining a 97.4% customer satisfaction (CSAT) rating.
• Reduced average first response time (FRT) by 32% (from 4.5 hours to 3.1 hours) by designing and implementing 25+ reusable Zendesk macro templates and automated routing workflows.
• Collaborated with the engineering team to document and triage 14 recurring system bugs in Jira, decreasing monthly customer contact volume on those issues by 18%.
• Achieved a 99.2% service level agreement (SLA) compliance rate for tier-2 escalated billing tickets, exceeding the departmental target of 95.0% by 4.2% through Salesforce Service Cloud.

Customer Support Specialist — Nova Commerce Group

Portland, OR | August 2021 – December 2023

• Managed a queue of 50+ inbound e-commerce customer support emails per shift using Intercom, consistently maintaining a first-contact resolution (FCR) rate of 82.5%.
• Identified billing discrepancies during checkout flow through CRM data audits, leading to a system fix that saved approximately $12,000 in monthly fee leakage.
• Onboarded and mentored 4 new customer support hires on helpdesk workflows, reducing their average onboarding time to full productivity from 4 weeks to 2.5 weeks.
• Drafted and edited 45 customer-facing knowledge base articles in Zendesk Guide, which contributed to a 15% reduction in inbound ticket volume over 6 months.

Email support, Customer service, Ticketing systems, Zendesk, Salesforce Service Cloud, Jira Service Management, Intercom, SLA compliance, CSAT optimization, Knowledge base drafting, Ticket triaging, Escalation handling, CRM data entry, Written communication

Support Workflow Optimization Initiative

Role: Lead Support Specialist

Tools: Zendesk, Slack, G Suite

Designed 25 automated Zendesk macro templates and triggers, reducing first response time by 32% and increasing team ticket resolution capacity by 15%.

Knowledge Base Expansion Project

Role: Content Creator & Reviewer

Tools: Confluence, Intercom Articles

Drafted 45 comprehensive customer-facing articles, resulting in a 15% reduction in incoming tier-1 tickets over a 6-month period.

• Zendesk Support Certified Specialist (2023)
• Certified Customer Service Professional (CCSP) (2022)
• Google IT Support Professional Certificate (2021)

• Languages: English (Native), Spanish (Conversational)
• Volunteer Work: Virtual mentor for regional youth employment workshops (2023-present)
• Availability: 2 weeks notice