Customer Service/Support/Billing

Jesse Shook

**** ***** ******* ** #**** 281-***-****

Houston, TX 77082 *****.********@*****.***

Professional Profile

10+ years experience with Internet and Web Hosting Support, Client Billing and general Customer Service. My Job is always to present the best public face to the company I work for and do my best, within my job description, to make the customers happy.

Experience Highlights:

Dialup & DSL Support

Proficient in all Versions of Windows

Out of the Box Problem solving

Patient with irate customers.

Skilled at disarming negative situations

People Management

Coaching

Managing Different personalities

Webhosting Support

Familiar with most common Content Management

Systems

Proficient with cpanel and WHM

Working knowledge of Plesk

Experienced with Chat and Email/Ticket Support

Call Control/Customer Care skills

Resolving Conflict

EXPERIENCE

JC Penney -- October 2022 to June 2023 (furloughed, then laid off)

-Answer inbound calls for Customer service

-Answer inbound calls fore store associates needing assistance.

-Assist with FIT (possible fraud) orders in any way possible.

-Educate customers on JCP rewards and other programs

-Use best judgment in dealing with customers to leave them as happy as possible.

-assist customer with placing new orders as needed Cake, Mad Mobile -- December 2016 to March 2022

-Answer inbound calls for Cake POS and Guest Manager app customers

-Follow up with customers via outbound calls to impart information and ensure case resolution

-Troubleshoot technical issues with software, hardware and networking.

-Educate customers about software features with patience and tact.

-Seize initiative and tackle a problem as it presents.

-Handle inbound third party integration requests

-assist payments team with CC processing related issues

-maintain 1000+ guru cards for support

-middle man for integration with 3rd party services Consistently find out of the box solutions to often critical problems, resulting in success and customer appreciation.

Help my coworkers whenever possible. Teamwork is key Sutherland Global Services -- January 2014 to April 2015 Sr Consultant, Turbotax Support

Answer inbound calls and chats for Turbotax customers

Troubleshoot Software and related Windows issues so customers may file their taxes

Work with both personal and business customers

Received and absorbed Leadership training for upcoming Team Lead position. Customer Care Consultant, AT&T Digital Life

Answer inbound calls and chats for Digital Life customers

Troubleshoot Hardware and Software issues regarding their home security and automation

Work with both customer to assure them that their issue is in good hands. Hostgator.com -- April 2010 to December 2013

Level 2 Chat/Phone Support Administrator

Answer inbound calls and chats for Hosting customers

Assist Junior agents with Hosting-related issues. Billing Administrator

Answer inbound tickets for several hundred thousand customers.

Calculate refunds, credits and pro-rated invoices for upgrades and addon cancellations.

Triage the ticket queue to find common issues.

Provide labor to assist developers with finding the causes of specific issues.

Manage Client accounts for changes to billing cycle, packages, etc.

Take inbound calls to receive phone payments.

Trip.net -- August 2006 to March 2010

Level 2 Phone Support

Answer inbound calls and chats for Dialup, DSL and Hosting customers

Assist Junior agents with Hosting-related issues.

Make outbound calls to customers whom expressed displeasure via bad rating, troubleshoot, resolve and make the customer happy.

Proxy Supervisor for Phone calls

Take Supervisor Calls in place of my Boss to help resolve issues and make customers happy. Affiliated Computer Systems, ACS -- March 2005 to April 2006 Customer Care Representative, Nextel Partners

Answer inbound calls for Nextel Partners customers to receive payment and reactivate suspended service. America’s Housing Programs -- May 2004 to March 2005 Lender Coordinator

Answer inbound calls for potential customers, take their information.

Receive faxes, input customer data.

Pass customer data to lenders for potential mortgage of new homes. Everyone’s Internet -- November 2000 to March 2003 Level 2 Support Technician

Answer inbound calls, emails and IRC chats for Dialup, DSL Customers,

Assist Junior agents with Technical issues.

Make outbound calls to customers whose issues could not be solved by first tier support, correct the issues. References:

Mike Sabella (former coworker) 415-***-**** ********@*******.*** Bernie Catalan (longtime acquaintance) 661-***-**** David Warner (former supervisor) 614-***-**** *********@***.***

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