Morgan Ward
Clarksville
Summary
Analytical problem-solver with expertise in high-impact customer support and complex project management. Combines technical troubleshooting skills with effective customer relationship management. Demonstrates strong collaboration and adaptability in dynamic environments, driving swift resolutions to customer issues.
Overview
15
15
years of professional experience
Work History
Senior Support Specialist
Jabra Enhance
Remote
11.2024 - 04.2026
- Resolved complex customer grievances by balancing empathetic communication with strict adherence to corporate policy.
- Collaborated with multiple teams to ensure a seamless experience for our customers using hearing aids, the mobile app, and support services.
- Assisted Product Support Specialists and Customer Support Coordinators daily by answering questions, providing resources, resolving scheduling conflicts, and acting as a peer mentor.
- Led cross-functional teams to enhance support processes and improve response times.
- Analyzed customer feedback to identify trends, driving improvements in product support strategies.
- Collaborated with engineering teams to troubleshoot product-related concerns effectively.
- Developed training materials and conducted sessions for new support staff, fostering team capabilities.
- Implemented proactive monitoring strategies to identify potential issues before they impacted customers.
Product Support Specialist
Jabra Enhance
Remote
07.2021 - 12.2024
- Led customers through their hearing health journey from initial hearing aid setup to providing long-term support for the hearing aid user and their devices.
- Worked directly with customers to troubleshoot sound quality, malfunctioning hardware, Bluetooth connectivity, multiple Jabra apps, and supported accessories.
- Resolved complex customer grievances by balancing empathetic communication with strict adherence to corporate policy.
- Delivered exceptional customer service by resolving complex technical issues efficiently.
Server
Old Chicago Pizza | TGI Fridays | Logans Roadhouse
Tennessee
07.2011 - 03.2020
- Managed multiple tables and priorities simultaneously without sacrificing service quality.
- Managed multiple tables and priorities simultaneously, ensuring high service quality.
- Demonstrated strong sales ability through upselling and menu knowledge.
- Resolved conflicts and addressed customer concerns with professionalism and efficiency.
- Utilized upselling techniques and in-depth menu knowledge to enhance sales.
- Delivered exceptional customer service in fast-paced environments, ensuring guest satisfaction and repeat business.
- Managed accurate order taking and food delivery, enhancing overall dining experience for patrons.
Project Manager
Boom Sign and Lighting
05.2015 - 04.2017
- Managed end-to-end project lifecycles from client intake to final installation.
- Coordinated vendors, timelines, and resources to deliver projects on time and within scope.
- Served as primary client contact, maintaining strong relationships and clear communication throughout projects.
- Streamlined communication between teams and clients to enhance workflow efficiency.
- Resolved logistical and operational challenges swiftly to maintain project momentum.
- Developed project timelines and milestones, ensuring alignment with client requirements and expectations.
- Collaborated with clients to define project scope, objectives, and resource allocations for optimal outcomes.
- Coordinated vendor relationships, negotiating contracts to ensure quality materials at competitive prices.
Education
High School Diploma - Psychology
Smyrna High School
Smyrna05-2011
Skills
- Customer retention
- Product troubleshooting
- Project management
- Remote Assistance
- Incident Management
- Technical Documentation
- Conflict resolution
- Conflict Resolution and De-escalation
- Relationship management
- Time Management Under Pressure
- Client relationship building
Accomplishments
- Recognized as a go-to escalation point for complex customer issues.
- Successfully managed multiple concurrent projects.
- Consistently delivered high customer satisfaction in both technical and service roles.
- Proven ability to adapt quickly across industries without sacrificing performance.
Timeline
Senior Support Specialist
Jabra Enhance
11.2024 - 04.2026
Product Support Specialist
Jabra Enhance
07.2021 - 12.2024
Project Manager
Boom Sign and Lighting
05.2015 - 04.2017
Server
Old Chicago Pizza | TGI Fridays | Logans Roadhouse
07.2011 - 03.2020
High School Diploma - Psychology
Smyrna High School