James D.
Senior IT Customer Support Specialist
Open to offersNew to PlatformAbout
James D. is a seasoned Customer Support & IT Specialist with over 20 years of experience providing exceptional service and technical solutions across diverse sectors, including healthcare, travel, and technology. He possesses CompTIA A+ certification and a profound ability to integrate deep CRM expertise with Tier 1 & Tier 2 technical troubleshooting, effectively addressing complex issues and maintaining high customer retention. Proven achievements include consistently high customer satisfaction with 95%+ CSAT scores and a significant 20% reduction in customer cancellations. In his current role at Assurant, James D. serves as the primary contact for insurance claims support, ensuring seamless navigation through technical challenges without escalations. His previous tenure at Wyndham Destinations saw him excel in managing over 35 daily support cases while sustaining high satisfaction scores. His technical proficiency extends to AI-assisted tools and platform diagnostics, supported by expertise in using CRM systems like Salesforce, Zendesk, and Sprinklr. James D. seeks a senior support or supervisory position where he can drive impactful results by leveraging his customer relationship management and technical capabilities.
Experience
Claims Customer Support Specialist
Assurant · 2025 — PresentServed as the main contact for homeowners during the insurance claims disbursement process, addressing login errors, password resets, document upload failures, and verification issues without documented escalations. Provided detailed technical and procedural guidance related to insuranceclaimcheck.com, covering endorsement requirements, document submissions, and payment workflows. Resolved user-access and platform issues in the claims system, minimizing repeat inquiries through effective customer education. Kept precise case documentation within CRM systems, ensuring an audit-ready compliance record.Owner Correspondence & Social Media Specialist
Wyndham Destinations · 2019 — 2025Handled more than 35 support cases daily using Sprinklr CRM across email and social media, consistently complying with SLAs throughout six years. Achieved customer satisfaction scores exceeding 95% while managing 80-100 daily interactions in a fast-paced environment. Worked alongside legal and retention teams to reduce cancellation rates by 20%. Utilized AI-based tools and CRM analytics to enhance response efficiency and optimize team workflows. Guided new employees on CRM best practices and contributed to performance tracking and queue monitoring alongside supervisors. Participated in optimizing scripts and improving processes to bolster overall performance and quality assurance.CEO / Travel Agency Owner
Vacation With James LLC · 2022 — PresentEstablished and oversee a home-based travel agency, conducting comprehensive client consultations, budgeting, and itinerary execution for both individual and group travel. Implemented Zendesk to manage customer inquiries and streamline ticket tracking. Developed and maintained the company website, overseeing digital infrastructure, vendor negotiations, and partnerships with resorts and cruise lines.Customer Support Technician — Internet & Voice
Spectrum · 2018 — 2019Provided both Tier 1 and Tier 2 technical support within a high-volume call center, addressing issues related to internet connectivity, voice services, and equipment configuration. Identified and escalated complex technical issues while ensuring strong customer retention and first-call resolution. Supported the onboarding and coaching processes for new members of the technical support team.Front Office Coordinator
MedStar Cardiology Associates · 2016 — 2017Administered the McKesson EMR system for managing patient records, scheduling appointments, handling hospital admissions, and coordinating specialist referrals in compliance with HIPAA regulations. Organized patient testing and procedural logistics while aiding in staff training to enhance departmental turnaround times.