CHASE LARUE

Customer support professional with expertise in elevating customer satisfaction and leading high-performing service teams. Proven track record of consistently exceeding sales metrics. Skilled at analyzing customer feedback to refine service protocols, reduce account churn, and ensure a seamless, high-quality experience across all customer touchpoints.

[email protected] 615-636-4355 Hendersonville, Tennessee, United States
LinkedIn
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Years experience
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Skills
Work Experience
Customer Experience Champion II
Verizon WirelessRemote
Jul 2022 — Sep 2026
  • Utilize knowledge of cellular plans and devices to provide an exceptional customer service and sales experience
  • Provide technical support and troubleshooting for an average of 45+ customers daily, maintaining a First Call Resolution rate of 97%
  • Maintain a 98%+ Customer Satisfaction score
  • Identify opportunities for process improvement to enhance overall efficiency and effectiveness of support operations
  • Maintain up-to-date knowledge of Verizon Wireless products and services to provide appropriate solutions
  • Proactively identify upsell opportunities for cellular plans and devices, consistently exceeding monthly sales quotas by 20%
  • Identify and resolve workflow bottlenecks, improving overall support efficiency and reducing Average Handle Time by 22%
Support Supervisor
CTELNashville, TN
May 2016 — Jun 2022
  • Assisted with the onboarding, training, and performance evaluations for a team of 6 support specialists, improving new-hire time-to-productivity by 20%
  • Designed 25+ complex call flows for Verizon OneTalk enterprise systems, efficiently routing over 5,000 inbound calls monthly and reducing misrouted transfers by 25%
  • Collected and analyzed customer feedback to identify areas for improvement in product offerings
  • Collaborated with cross-functional teams to implement proactive customer retention strategies, successfully reducing enterprise account churn by 18% year-over-year
  • Successfully de-escalate frustrated customers regarding order delays, billing errors, and policy disputes by using active listening and empathy, resolving 98% of account issues
  • Identify underlying customer needs during routine support inquiries to effectively cross-sell complementary products and premium account upgrades, consistently meeting monthly sales target
  • Document all customer inquiries, complaints, and resolutions within CRM ticketing software to ensure accurate cross-shift tracking
Skills
B2B SalesB2C SalesOmnichannel SupportComplex QuotesCall Flow ArchitectureSLA ComplianceHardware DiagnosticsOptimizationOnboardingSaaSQuality AssuranceExcelMicrosoft OfficeWorkdayCRMSlackWorkvivoAI ToolsVerintACSSMARS
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