Summary
Overview
Work History
Education
Skills
Timeline
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Andre Lai

San Jose,CA

Summary

Motivated and personable professional with 10+ years of experience in customer support, public agencies, and data-driven roles. Comfortable working in fast-paced environments and juggling multiple responsibilities. Proven track record of stepping into new roles and quickly becoming a dependable, go-to team member. Excellent communicator with strong attention to detail and a people-first mindset.

Overview

15
15
years of professional experience

Work History

Technical Support Lead

Green Grid Inc
09.2022 - Current
  • Provide direct support to clients via email, phone, and video, resolving product-related questions and ensuring a positive customer experience.
  • Communicated with clients and field teams to troubleshoot and resolve data issues.
  • Created internal knowledge base documents and streamlined onboarding processes to reduce response time and increase efficiency.
  • Managed daily task tracking using Google Sheets and Docs, mimicking agile workflows in a small-team setting.
  • Built out ticketing templates and SOPs as the team’s first support hire, reducing repetitive issues and improving satisfaction scores.
  • Assisted with external communications and support at industry trade shows and events.

Customer Support Specialist

California Water Service
10.2018 - 09.2022
  • Provided front-line customer support for thousands of residential and commercial water customers via phone and email.
  • Worked with GIS and asset management tools to provide location-based information to internal and external stakeholders.
  • Collaborated with field teams to relay customer needs and ensure timely issue resolution.
  • Resolved billing disputes, account questions, and service requests while maintaining high satisfaction scores.

Customer Support Specialist

Irvine Ranch Water District
07.2014 - 10.2018
  • Delivered multi-channel customer service including account setup, payments, troubleshooting service interruptions, and explaining rates.
  • Handled customer questions about water usage, leaks, and conservation tools.
  • Delivered accurate and timely responses across email and phone communications.
  • Supported public events and district outreach campaigns on water efficiency.
  • Supported internal emergency response operations during outages and high call-volume situations.

Team Member

Various Retail & Food Service Roles
06.2010 - 07.2014
  • Worked at Target, multiple restaurants, a local café, and a college bookstore.
  • Originally hired as a seasonal retail worker multiple times, but selected to stay on after season ended based on performance.
  • Built strong customer service foundations and ability to multitask in fast-paced environments.
  • Known for being reliable, personable, and detail-oriented.

Education

Bachelor of Science - Geography (Human)

California State Polytechnic University, Pomona
Pomona, CA
06-2015

Skills

  • Customer Service & Communication
  • Troubleshooting & Support
  • Scheduling & Coordination
  • Data Entry & Documentation
  • Fast Learner with Technical Curiosity
  • Incident management
  • Ticketing systems

Timeline

Technical Support Lead

Green Grid Inc
09.2022 - Current

Customer Support Specialist

California Water Service
10.2018 - 09.2022

Customer Support Specialist

Irvine Ranch Water District
07.2014 - 10.2018

Team Member

Various Retail & Food Service Roles
06.2010 - 07.2014

Bachelor of Science - Geography (Human)

California State Polytechnic University, Pomona

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Andre Lai