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  "basics": {
    "name": "CHASE LARUE",
    "email": "chase.larue7@gmail.com",
    "phone": "615-636-4355",
    "summary": "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.",
    "location": "Hendersonville, Tennessee, United States",
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  "work": [
    {
      "company": "Verizon Wireless",
      "position": "Customer Experience Champion II",
      "location": "Remote",
      "startDate": "2022-07",
      "endDate": "2026-09",
      "highlights": [
        "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%"
      ]
    },
    {
      "company": "CTEL",
      "position": "Support Supervisor",
      "location": "Nashville, TN",
      "startDate": "2016-05",
      "endDate": "2022-06",
      "highlights": [
        "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\nlistening and empathy, resolving 98% of account issues",
        "Identify underlying customer needs during routine support inquiries to effectively cross-sell complementary products and\npremium account upgrades, consistently meeting monthly sales target",
        "Document all customer inquiries, complaints, and resolutions within CRM ticketing software to ensure accurate cross-shift\ntracking"
      ]
    }
  ],
  "skills": [
    "B2B Sales",
    "B2C Sales",
    "Omnichannel Support",
    "Complex Quotes",
    "Call Flow Architecture",
    "SLA Compliance",
    "Hardware Diagnostics",
    "Optimization",
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    "Microsoft Office",
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    "Slack",
    "Workvivo",
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    "MARS"
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    "yearsOfExperience": 10,
    "seniority": "lead"
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