Scott Mulligan
Arlington,VA
Summary
Dynamic customer support professional with a proven track record at CityPASS INC., excelling in tier 2 support and enhancing team efficiency through streamlined documentation. Skilled in call center operations and customer relations, I consistently improved service quality and customer satisfaction by resolving complex issues and collaborating effectively with cross-functional teams.
Overview
11
11
years of professional experience
1
1
Certification
Work History
OPS Support Associate
CityPASS INC.
04.2024 - 03.2025
- Provided tier 2 support, being an escalation resource to assist Customer Care with complex problems.
- Assisted internal users, external users (attractions and customers), and third party vendors with finding resolutions to common problems using existing interface
- Enhanced team efficiency by organizing and streamlining documentation processes.
Customer Service Concierge
CityPASS INC.
04.2014 - 04.2024
- Navigated multiple software systems simultaneously while assisting customers to ensure accurate information delivery.
- Collaborated with cross-functional teams to address customer concerns, resulting in better overall service quality.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
Education
Bachelor of Arts - American Studies
University of Mary Washington
Fredericksburg, VA05-1998
Skills
- Customer support
- Customer relations
- Call center experience
- Documentation skills
Accomplishments
- Tasked to develop a consistent data base for all Customer Care issues
Certification
- Former PSIA level 1 Ski Instructor
- Former WSI Instructor
- Instructor for Wounded Warriors ski camps
Timeline
OPS Support Associate
CityPASS INC.
04.2024 - 03.2025
Customer Service Concierge
CityPASS INC.
04.2014 - 04.2024
Bachelor of Arts - American Studies
University of Mary Washington
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