Steven Mills
Customer Experience Professional & E-Commerce Founder | Expertise in Remote Support, De-Escalation, & VIP Client Care | Proficient in Omnichannel CRM Ticketing (Zendesk, Intercom, Gorgias)
Video intro
Links
About
I am a dedicated Customer Experience Specialist and digital entrepreneur with a proven track record in remote, high-touch client support. Drawing from my background in omnichannel CRM triage and my experience building and operating my own e-commerce brand, IKrafted, I bring a holistic understanding of the customer journey—from point-of-sale to post-purchase resolution. I specialize in empathetic de-escalation, precise recordkeeping, and maintaining seamless remote workflows while adapting to various brand voices. I am currently seeking a remote customer support or operations role with a forward-thinking lifestyle or e-commerce brand where I can leverage my problem-solving skills and technical adaptability to elevate the overall customer experience.
Looking for
- Role
- Customer Support Specialist
- Experience
- 10 years
- Time zone
- Central Time (US & Canada)
Skills
Advanced
Experience
-
Shift Manager
McDonald's
06/2025 – Present
- Coordinate daily shift operations, assign crew responsibilities, and prioritize tasks to maintain efficient service in a fast-paced environment.
- Resolve customer concerns through active listening, empathy, professionalism, and sound judgment, working toward positive service recovery.
- Coach team members, communicate expectations, support onboarding, and reinforce accountability and teamwork.
- Adapt quickly to changing business needs while maintaining cleanliness, food-safety practices, and company procedures.
-
Customer Resolution Specialist
Conduent
05/2023 – 07/2026
- Managed high-volume customer calls by investigating client questions, including technical-support and tax-related issues, and identifying appropriate solutions or transfers.
- Used probing questions, active listening, and clear explanations to understand customer needs and support satisfaction.
- Recorded interactions, actions taken, and outcomes to maintain accurate case histories for handoffs, escalations, and quality reviews.
- Supported fellow agents through messaging, sharing guidance and solutions to improve accuracy, collaboration, and call completion.
- Followed established workflows and protocols to deliver consistent, reliable customer support.
-
Customs Trade Agent
FedEx Logistics
03/2021 – 02/2022
- Handled 300+ weekly phone and email inquiries about customs-clearance delays, resolving 85% of cases on first contact.
- Partnered with technical teams to isolate issues, clarify customer needs, and route cases efficiently.
- Maintained detailed case documentation and followed regulatory requirements to support compliant, accurate service.
-
Data Entry Specialist
Georgia Department of Human Services
10/2017 – 01/2020
- Processed 500+ sensitive records monthly with 99% accuracy while coordinating with 30+ agencies on registrar and transcript inquiries.
- Helped eliminate a backlog of 10,000+ records in six months by improving workflows and prioritizing high-volume tasks.
- Supported employee-engagement efforts and strengthened collaboration and customer rapport.
Education
- Westwood College Bachelor's · Computer/Information Technology Administration and Management Class of 2012
app.talnflo.com/u/steven-mills
