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TV T'ZHAE "TEE" VAUGHN-| - | Houston, TX (Relocating To Austin, TX - October 2025) Summary Customer Support Specialist with extensive experience in multi-channel communication (email, phone, live chat, text) within SaaS and health-tech environments. Proven expertise in technical troubleshooting, problem-solving, and consultative customer support. Adept at process documentation, knowledge base creation, and CRM platforms (Freshdesk, Zendesk, Salesforce, and HubSpot). Passionate about delivering exceptional customer experiences, and driving user engagement. Skills Multi-Channel Communication: Email, Phone, Text, Live Chat Technical Software Troubleshooting and SaaS Product Knowledge Process Documentation and Knowledge Base Development Microsoft and Google Suite (Docs, Sheets, Calendar, Meet) Work Management Tools: Slack, Zoom, Asana, and Jira CRM and Customer Support Software: Zendesk, Freshdesk, Salesforce, and HubSpot Ticket Management, Time Management, Prioritization, and Resolution Focused Active Listening and Customer Empathy Adaptability and Resilience in Fast-Paced Environments Collaboration and Cross-Team Communication Autonomous Decision-Making and Critical Thinking Appointment Scheduling Experience Riverside Insights LLC | Remote Clinical Customer Support Specialist 04/2023 - Current Resolves 40+ daily customer inquiries across Freshdesk via email, phone, and live chat, maintaining a 98% SLA score, and high NPS ratings. Identifies trends in customer issues, contributing to improved resolution times and satisfaction rates. Provides technical troubleshooting for account and platform-related issues, coordinating with the Product, Sales, and Marketing teams. Converted 80% of pre-qualified leads into active clients, directly contributing to revenue growth. Foodsmart Inc. | Remote Customer Support Specialist 10/2022 - 01/2023 Created and documented internal and external knowledge base articles, improving self-service resolution by 25%. Managed a portfolio of over 50 eCommerce clients, maintaining satisfaction ratings of over 90%. Educated clients on insurance coverage and financial options, leading to a 30% increase in program enrollments. Conducted training sessions for a new hire to familiarize them with internal tools, customer engagement strategies, and best practices. Cerebral Inc. | Remote Client Experience Specialist 12/2021 - 10/2022 Handled 50+ client interactions daily across multiple support channels (email, phone, text, live chat), achieving a 95% customer satisfaction rate through prompt, personalized responses. Provided technical support and scheduling assistance, reducing no-show rates by 25%. Updated and managed patient records in CRM/EMR databases adhering to HIPAA standards. Efficiently handled member inquiries via the Zendesk ticketing system, resolving application and account maintenance issues in a timely manner. Education CourseCareers 02/2025 Information Technology Professional Course Coursera 02/2025 Google Digital Marketing & E-commerce Professional Certificate San Joaquin Delta College 08/2016 Associate of Arts in Interdisciplinary Studies: Arts, Humanities, And Social Sciences