Customer Service Representative

JONATHAN B. LaBONTE’

*** ******** ** *** ********, NH 03874 781-***-**** ****************@*****.***

CALL CENTER PROFESSIONAL

“Utilizing experience and excellence in project, people and systems support”

Highly motivated and skilled professional seeks career advancement with dynamic, high growth organization that welcomes initiative, dedication and commitment to excellence. Customer support professional with over 15 years of experience with the ability to quickly grasp technical concepts and apply them in a logical manner. Looking to put superior troubleshooting skills and keen eye for detail to use in a customer support environment.

AREAS OF EXPERTISE

Staff Training / Mentoring

Special Projects Execution

Critical Thinking

Confidential Correspondence

Customer Communications

Liaison Affairs

Call Center Administration

Active Listening

Work Flow Optimization

Team Leadership

Relationship Management

Written Comprehension

Customer Service

Independent and Team Worker

Conflict

Management

CORE COMPETENCIES

Customer Service / Interpersonal Relationships

Serve as liaison to maintain strong relationships between departments, clients, and customers. Thrive in fast-paced, intense Call Center environments. Motivate teams and enhance employee morale, improve staff productivity and meet targeted goals and objectives.

Multitask, handling an average of 3 conversations at a time, 30-60 chat sessions daily.

Speak before large groups of company employees on topics covering customer service.

Highly responsive to organization objectives and client needs; maintain a professional demeanor at all times.

Ensure customer service and satisfaction is afforded highest attention and priority.

Successfully mentor and teach teams of well-trained and highly motivated service professionals.

Office Coordinator/Technical Support

Provide internal support to departmental operations providing expertise in daily operations, general office activities and technical support.

Coordinate schedules, training, and meetings.

Technical skills include MS Word, Excel, Outlook and Access.

Combine experience, effort, and vision to ensure smooth flow of operations and positive impact on bottom-line.

Member of support team providing technical assistance to global customer base.

Superior communication skills assisting users of all skill levels with in-house company developed software.

Provide HTML and content support for user mailings.

Provide first level support for technical issues involving phone lines, to include assisting with diagnosis and correction of phone and internet issues.

Jonathan B. LaBonte’ Page 2

Program/Format Creation

Help recommend and devise programs and formats that improve departmental functionality.

Assist in the development of format changes in the FirstLight NOC operations department which brings email and customer processing to the next stage of trouble shooting,

Help with the implementation of Best Doctors Pulse Software. Chosen to help create the standard operation procedures of their pilot online chat service, sending out the final packets for clients on second opinion of medical issues.

Help create and format new customer focused initiatives for multiple transition teams.

PROFESSIONAL EXPERIENCE

FirstLight Fiber/TekSystems, Portsmouth, NH 2018

Network Operations Center Technician/Customer Service

XPO Logistics, Manchester, NH 2017-2018 Customer Service Representative

Delta Management, Dover, NH 2017

Revenue Collections Expert

Red Thread/TekSystems, Woburn, MA 2016

Help Desk Coordinator

Alimed, Dedham, MA 2016

Sales/Customer Service

Tufts Health Plan/American Personnel, Watertown, MA 2015-2016

Member Services Representative

Best Doctors, Boston, MA 2012-2015

Member Support and Service

Constant Contact, Waltham, MA 2007-2012

Support Coach

EDUCATION

Fitchburg State College, Fitchburg, MA

Communications Coursework

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