Chauncei Croom

Customer support professional with 10+ years of experience across help desk, technical support, and client relations, including two years in a remote SaaS technical support role. Skilled at diagnosing issues, explaining technical concepts in plain language, and maintaining detailed CRM records. Comfortable working independently in a remote, multi-channel environment (phone, chat, email) while meeting quality and schedule adherence standards.

Currently pursuing a B.S. in User Experience, bringing a customer-centered problem-solving lens to every interaction.

Senior Technical Customer Support Representative at Procore Technologies (2024-04 – Present)

• Serve as first point of contact for domestic and international clients via phone, chat, and email, resolving technical questions on a SaaS construction management platform.
• Diagnose and troubleshoot client-reported issues, escalating complex technical problems to senior support teams when needed.
• Maintain accurate, detailed records of every customer interaction in the CRM to support issue tracking and continuous improvement.
• Meet schedule adherence standards in a fast-paced remote contact center, balancing coverage needs with self-directed problem solving.
• Stay current on product updates, industry standards, and customer service best practices to provide expert guidance to users.

Scheduling Coordinator at Management Services (2023-04 – 2024-04)

• Trained and onboarded new employees on scheduling procedures and systems.
• Monitored attendance and performance against schedules, addressing issues and providing direct feedback.
• Developed contingency plans for unexpected staffing shortages, minimizing disruption to operations.

Sell Agent – Customer Experience at Driveway by Lithia Motors (2022-07 – 2023-05)

• Handled 80–100 inbound and outbound calls daily, explaining processes and resolving customer questions.
• Maintained accurate, up-to-date client records across CRM and email for every transaction.
• Collected and verified client documentation, communicating clearly across chat, phone, and email channels.

Client Advisor at Louis Vuitton (2021-08 – 2022-07)

• Delivered client-centric support across 130–180 inbound and outbound calls daily, covering sales and after-sales inquiries.
• Met quality and schedule adherence KPIs while building long-term client relationships using CRM tools.
• Developed deep product knowledge to provide expert, brand-consistent guidance to clients.

Debt Collector at Southwest Credit Group (2020-08 – 2021-08)

• Managed 150 outbound calls per day using collection software, maintaining professionalism and compliance with legal requirements.
• Documented account activity thoroughly and accurately to support quality and audit standards.

Team Lead Merchandiser at Apollo Retail (2015-03 – 2022-06)

• Led a team while maintaining safety standards and accurate, on-time project reporting.

Bachelor of Science in User Experience – Full Sail University