Alex Mercer
Empathetic and metrics-driven Customer Support Specialist with 4+ years of B2B/B2C tech helpdesk history. Expert in ticketing applications, resolving customer support issues, and maintaining 98%+ customer satisfaction (CSAT) scoring.
Work Experience
HubSaaS Operations
Senior Support Advocate
Resolved average of 45+ customer email, chat, and phone tickets daily, achieving 98.4% Customer Satisfaction (CSAT) score. Maintained ticket response times well within SLAs, reducing first-response delays from 1.5 hours down to 18 minutes. Author of 40+ knowledge articles, slashing cumulative customer repeat tickets by 14%.
Global Customer Partners
Customer Support Specialist
Spearheaded core operations and delivered exceptional value to enterprise clients. Optimized internal processes, increasing overall efficiency by over 20%. Collaborated directly with senior stakeholders to align strategy with technical execution.
Dynamic Solutions LLC
Associate Customer
Assisted in the daily management of departmental objectives and analytics reporting. Maintained a 98% client satisfaction rating across all assigned accounts. Developed foundational skills in industry-standard software and methodologies.
Education
Arizona State University
Bachelor of Arts in Public Relations & Tech Support Systems
Core Skills
Featured Projects
Process Optimization Initiative
Led a cross-functional team of 5 to redesign the core delivery pipeline, resulting in a $50k annual cost savings.
Certifications & Credentials
Zendesk Certified Support Admin
Zendesk Training Group