Clarissa Jones
Customer Support Specialist with a Growing Skill Set in Data Analytics | SQL | Excel | Python
- Role
- Customer Support Specialist at BG Staffing
- Location
- Akron, OH, US
- LinkedIn followers
- 500 followers
About Clarissa Jones
Dedicated Customer Support Specialist with 5+ years of experience in creating seamless…
Experience
Customer Support Specialist
Apr 2025 — Present
Resolve an average of 45+ Tier 2 tickets per day in Zendesk, maintaining a 95%+ resolution rate for escalated customer issues• Handle 100% of escalations from Tier 1 agents, reducing unresolved cases by 20% through efficient troubleshooting and problem-solving• Collaborate with cross-functional teams to resolve high-impact system issues, decreasing customer downtime by 15%• Identify recurring ticket trends, contributing to a 10% reduction in ticket volume by recommending knowledge base updates and process improvements• Maintain SLA compliance above 98%, consistently meeting or exceeding response and resolution time targets
Education
Kaplan University
Microcomputer Applications
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