Open To Work
THOMAS DEVLIN
Lafayette
Summary
Results-oriented manager with expertise in team building and customer relations. Proven ability to enhance employee engagement and performance through targeted training and feedback strategies. Strong analytical problem-solver focused on achieving organizational goals and improving customer satisfaction.
Overview
20
20
years of professional experience
Work History
Technical Support Representative
StarTek
Greeley
07.2025 - Current
- Resolved customer inquiries via phone, chat, and email to ensure timely assistance.
- Assisted customers with password resets, account unlocks, and security adjustments.
- Managed escalated cases to resolve complex technical issues, enhancing overall customer satisfaction.
- Educated customers on product features, improving product usage and customer satisfaction.
- Implemented feedback from satisfaction surveys to enhance service quality and elevate customer experience.
- Collaborated with sales, marketing, and engineering departments to address customer needs.
- Documented support activities including process updates and changes implemented.
- Trained new representatives and provided ongoing guidance to junior staff.
Call Center Quality Manager
Talent World Group
Budapest
11.2020 - 04.2025
- Established quality systems through training and corrective actions, enhancing organizational performance.
- Recruited and trained employees in quality call monitoring to improve service delivery.
- Developed metrics for auditing practices and reporting systems to optimize efficiency.
- Instituted performance goals for staff, delivering feedback to facilitate milestone achievement.
- Resolved issues to enhance productivity and streamline workflows.
- Achieved product quality objectives while ensuring compliance with specifications.
- Supervised 30-50 personnel by enforcing company policies and implementing disciplinary actions.
- Fostered a work environment focused on communication, collaboration, integration, and teamwork.
Technical Support Specialist
Concentric
Fremont
04.2019 - 10.2020
- Guided customers through troubleshooting steps, restoring service functionality and improving user satisfaction.
- Resolved technical issues across multiple systems and applications for customers in four time zones.
- Assisted with mobile device support, resolving password resets and activation lock requests on Apple products to improve user access.
- Provided basic troubleshooting guidance in response to end-user support requests via email and phone.
- Simplified complex technical information to enhance understanding for non-technical users.
- Managed billing inquiries for iTunes purchases on Apple and Android devices, resolving subscription and refund issues to enhance customer experience.
- Documented support interactions to update knowledge base, streamlining future support efforts and improving response times.
Customer Service Representative
AMAZON.COM
Seattle
05.2018 - 09.2018
- Managed diverse customer interactions, including new, existing, returning, and irate clients, in a fast-paced virtual call center with a team of 100 associates.
- Conferred with customers through telephone and in-person communication, delivering tailored product and service information to meet individual needs.
- Responded promptly to customer requests with tailored recommendations and follow-ups on resolved issues.
- Clarified customer issues and identified root causes to resolve complaints effectively.
- Processed orders, canceled accounts, and documented complaint details to ensure timely resolution.
- Referred unresolved grievances to appropriate departments for thorough investigation and follow-up.
- Recommended improvements in product packaging, shipping services, and billing procedures, contributing to a reduction in future customer issues.
- Developed empathetic client relationships, earning recognition for exceeding service standards.
CSR 2
TRANSCOM INC
Denver
06.2017 - 01.2018
- Managed 60+ calls per shift, facilitating customer sign-ups and processing service cancellations to support service efficiency.
- Provided customer service through product knowledge and positive interactions, enhancing user satisfaction.
- Communicated account changes and new product offerings to customers, ensuring clarity and enhancing user experience.
- Answered inquiries regarding software and hardware operations to facilitate problem resolution.
- Read technical manuals and diagnosed user issues to provide effective resolutions.
- Followed through on critical inter-departmental escalations, contributing to improved customer retention rates.
- Referred significant hardware or software problems to vendors for resolution.
- Installed and performed minor repairs on hardware, software, and peripheral devices per specifications.
Quality Supervisor
STAR TEK INC
Greely
12.2005 - 12.2010
- Achieved high average quality performance evaluations consistently over five years.
- Educated CSR 1 and CSR 2 personnel on quality standards to promote adherence.
- Improved customer satisfaction scores through effective conflict resolution.
- Hired, managed, developed, and trained staff, establishing goals and conducting performance reviews to enhance team effectiveness.
- Built efficient administrative team through continuous coaching and professional development.
- Completed bi-weekly payroll processing for 50 employees with accuracy.
- Read, analyzed, and interpreted complex procedures and regulations to draft general correspondence.
Education
Bachelor of Arts - Pre Law
Louisiana College
Pineville, LA05-2000
High school diploma -
Glenmora High School
Glenmora, LA05-1993
Skills
- Technical support and troubleshooting
- iOS and Android expertise
- Customer focus and orientation
- Verbal and written communication
- Performance tracking and evaluations
- Internal audits and quality assurance
- Conflict resolution and mediation
- Call monitoring and escalation management
- Product knowledge and upselling strategies
- Active listening and empathy
- Decision-making skills
- Training development aptitude
- Courteous demeanor and professionalism
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteSalary Range
$16/hr - $25/hrTimeline
Technical Support Representative
StarTek
07.2025 - Current
Call Center Quality Manager
Talent World Group
11.2020 - 04.2025
Technical Support Specialist
Concentric
04.2019 - 10.2020
Customer Service Representative
AMAZON.COM
05.2018 - 09.2018
CSR 2
TRANSCOM INC
06.2017 - 01.2018
Quality Supervisor
STAR TEK INC
12.2005 - 12.2010
Bachelor of Arts - Pre Law
Louisiana College
High school diploma -
Glenmora High School