Benito Cruz
Support Lead
Tampa, FL benito.cruz@example.com +1 (555) 019-3370
Profile
Support lead who keeps queues honest and answers reusable. Coaches writers, tags root causes, and sends product a weekly list of the problems customers keep hitting.
Experience
Support Lead
2019 – Present
Quiltline Helpdesk · Tampa, FL
- Dropped first-response time from 6.2 hours to 1.8 on business days without adding headcount.
- Built a help-center set that deflected 17% of repeat “how do I export?” tickets.
- Ran weekly tag reviews so product saw the same five themes instead of a dump of tickets.
Support Specialist
2016 – 2019
Harborlight SaaS · Tampa, FL
- Handled billing and access issues with a 4.8/5 CSAT on sampled conversations.
- Wrote macros that kept tone consistent across a 9-person queue.
Skills
Queue management · Help center · Coaching · Macros · Root-cause tagging · CSAT
Education
B.A. English
2016
Coral Terrace College
Projects
Theme Board
Weekly five-item list of customer problems with volume and sample tickets.