Jordan Avery

June 7, 2026

Dear Ms. Foster,

The hardest tickets are the ones that arrive angry — and those are the ones I look forward to. Over six years across phone, chat, and email support, I've made a habit of turning the customer who opened with a complaint into the one who closes with a thank-you. That instinct is exactly what drew me to the Senior Customer Experience Specialist opening at Brightpath Commerce, and why I'd be glad to bring it to your team.

At Brightline Software I resolve 65+ tickets a day in Zendesk while holding a 97% CSAT and an 84% first-contact-resolution rate — roughly eight points above my team's average for four quarters running. Just as important, I've learned that good service scales: the 30+ macros and 18 help-center articles I authored cut average handle time by 22% and deflected about 500 tickets a month, freeing the floor to focus on the conversations that actually need a person.

I'm equally comfortable when the stakes are high. De-escalating billing and outage complaints for enterprise accounts, I've helped protect an estimated $420K in annual recurring revenue through proactive save offers, and earlier retention outreach at Meridian Retail Group recovered 31% of at-risk customers. As a bilingual rep (English/Spanish) and the primary handler for Spanish-language escalations, I cut bilingual-contact transfers by 40% — and I bring Zendesk Administrator and HDI-CSR certifications to keep the queue running clean.

I'd welcome the chance to talk about how my multichannel and retention experience can support Brightpath's customer-experience goals. Thank you for considering my application; my resume is enclosed, and I'd be happy to share references or walk through specifics whenever it's helpful.