Open to remote roles — Atlanta, GA

Omari Lewis

Customer experience · Support operations · Community

Customer experience and support operations professional with four years at a wireless carrier, progressing from frontline technical support to team leadership and community-facing work. Known for taking ownership of escalations, translating complex issues into clear next steps, improving documentation and workflows, and turning recurring customer friction into actionable feedback.

Experience Get in touch

Core strengths

Customer care Escalation ownership · Technical troubleshooting · Account support

Operations Workflow coordination · SOPs · Knowledge bases · Quality focus

Community Customer advocacy · Moderation · Engagement · Policy enforcement

Communication De-escalation · Clear writing · Education · Cross-functional handoffs

Tools Freshdesk · Zendesk · Salesforce · Slack · Discord · Reddit

Digital fluency AI-assisted workflows · HTML / CSS · Adobe Creative Suite

Professional experience

Customer Support & Community Operations mobi · Hawaiʻi-based wireless carrier · Remote · promoted twice

Feb 2022 – Jan 2026

Community Liaison / Community Manager

Apr 2025 – Jan 2026

Served as the bridge between customers and internal teams — monitoring community conversations, identifying recurring service issues, clarifying user impact, and advocating for practical resolutions.
Managed customer-facing communication and moderation across Reddit and other digital channels while maintaining a calm, accurate, and brand-consistent voice in public conversations.
Created customer education resources, documentation, quiz games, and gamified learning tools that made product and service information easier to understand and use.

Customer Support Lead

Jan 2024 – Mar 2025

Led day-to-day remote support operations, including escalated cases, workflow coordination, internal documentation, and service-quality follow-through.
Standardized support guidance and repeatable processes so agents could resolve common issues more consistently and route complex cases with clearer ownership.
Partnered across functions to diagnose systemic problems, surface operational gaps, and keep high-impact customer cases moving toward resolution.

Customer Support Professional

Feb 2022 – Jan 2024

Delivered high-volume account and technical support for wireless customers across digital channels — diagnosing problems, explaining options, and owning issues through resolution or escalation.
Balanced speed, accuracy, empathy, and policy requirements while documenting interactions clearly for seamless follow-up by teammates and internal partners.

Independent Game Developer & Product Owner Dredwork Studios · Remote

Oct 2025 – Present

Design, develop, publish, and support original web and desktop games while owning product strategy, documentation, QA, release operations, customer communication, and post-launch iteration.
Translate player feedback and observed usability friction into prioritized fixes, clearer onboarding, and product improvements.
Run the player support channel end to end — intake, reproduction, resolution, and published response times across Steam, iOS, macOS, and Windows.

Additional customer-facing experience

Mod Contractor · ModSquad Dec 2020 – Nov 2021

Customer and community support for online platforms — enforced policies, reviewed user content, de-escalated conflict, documented decisions, and escalated safety or account concerns when required.

Customer Service Representative · Minted Oct 2020 – Jan 2021

Resolved e-commerce order, account, customization, and fulfillment issues during a high-volume seasonal period while setting clear expectations and protecting the customer relationship.

Sales Development Representative · Latchel Mar 2020 – Aug 2020

Prospect research, lead qualification, outreach, and discovery in a SaaS environment; documented customer needs and communicated product value to prospective clients.

Author & Digital Publisher · Independent 2013 – Present

Managed readers, releases, marketing, and customer communication across self-published work — sold 350+ copies of one title in a month, reached a Top 25 category ranking, and generated 55,000+ Kindle Unlimited pages read.

Education & professional development

Georgia Perimeter College

Coursework in Library Science.

Atlanta Technical College

Coursework in Paralegal Studies.

Technology Sales Program · Flockjay

Selected among the top 5% of applicants; 200+ hours in SaaS sales, discovery, customer research, qualification, and communication.

Independent products

Products I designed, shipped, and support directly — each with its own store page, documentation, and customer support channel.

Bloodweight Steam

Procedural dynasty simulation. Released May 2026.

A.K.O. — Arrow Keys Only Steam

Accessible one-hand arcade game — nine localizations, full gamepad and Steam Deck support, colorblind-friendly design.

Downer Management Steam

Workplace management simulation. Released June 2026.

Dragons Die Steam

Strategy game about leading a flight of named dragons out and bringing them home. Released July 2026.

No Lies Just Love & Pines Enlargement 3D Free · web

Free browser games, playable with no install.

Let's talk.

Open to remote roles in customer support, customer experience, support operations, and community management. Email reaches me directly and I reply promptly.

marilefabled@gmail.com LinkedIn adarkfable.com