Chris Mozie

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Freelancer Overview

CHRIS MOZIE (346) 476-9924 | chrismozie@icloud.com | Houston, Texas | linkedin.com/in/chrismozie Product Support Specialist PROFESSIONAL SUMMARY Results-driven Product Support Specialist with 5+ years of experience in high-volume SaaS and fintech environments. Resolves 50+ daily support tickets while consistently meeting SLA and CSAT targets. Specializes in API troubleshooting, payment processing issues, and incident management. Proven ability to reduce MTTR and improve FCR through cross- functional collaboration with Engineering and Product teams. MBA in Business Analytics. CORE SKILLS Technical Support & Operations: API Troubleshooting, Incident Management, Root Cause Analysis, Escalation Handling, Tier 1/2 Support, Bug Reporting, SLA/CSAT Management, FCR, MTTR Customer Experience: Omnichannel Support (Phone, Email, Chat), Customer Onboarding, Product Adoption, Retention, VoC Tools & Platforms: Salesforce Service Cloud, Zendesk, Jira, HubSpot, Freshdesk, Intercom, Google Workspace PROFESSIONAL EXPERIENCE Product Operations Lead Graph Finance (Remote) | Feb 2024 – Present • Resolved 50+ daily support tickets across phone, email, and chat while consistently meeting SLA and CSAT targets. • Diagnosed and resolved issues related to API integrations, payment failures, onboarding, and account functionality, improving first contact resolution. • Led incident management for high-priority outages, ensuring timely communication and post-incident documentation. • Partnered with Enginee

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