**** ***** **

North Richland Hills, TX *****

512-***-****

ad0uwu@r.postjobfree.com

JESSE JONES

PROFESSIONAL SUMMARY

Self-starter and customer service professional focused on satisfaction and customer retention. Works quickly and efficiently to overcome challenges and utilizes critical thinking and resourceful and adaptive nature to manage complex concerns. Answers questions, resolves issues, and exceeds established service standards.

EXPERIENCE

Chief Operations Officer, North Richland Hills, TX — Credit Repair Experts

April 2018 - Current

● Performed quality control measures to ensure that our customers were receiving proper guidance and expectations in regards to our services.

● Updated customer account information from inbound calls and onboarding of new clients, ensuring detailed notes on our CDM each time the client calls in.

● Answered calls that required deescalation or dissatisfied clients for customer retention and satisfaction.

● Ensured that the proper documents were ordered for our clients that were offboarding and they were given detailed instructions for next steps.

● Lead marketing, sales, and customer services teams in a coordinated manner to facilitate brand representation and a cohesive customer experience.

● Managed documents in Microsoft Office to ensure detailed records regarding finances, copy, employee records, business logistics, marketing, and sales.

Technical Support Specialist, Austin, TX - EZ Corp September 2016 - April 2018

● Answered heavy call volume using an internal software to manage call flows.

● Walked store reps through detailed instructions to get their equipment working properly.

● Assisted with network troubleshooting

● Ordered parts for stores when troubleshooting ended as needed.

● Instructed store reps how to identify telecommunication equipment such as routers, switch boards, and splitters.

Applecare Specialist, Austin, TX — Apple

July 2014 - August 2016

● Worked diligently to process orders and responded to order status inquiries using internal software.

● Coordinated heavy online traffic and high call volume to quickly answer inquiries, update accounts, and resolve concerns.

● Improved daily interactions through meticulous documentation using CRM and completed end of business processing requirements.

● Assisted customers with discovering the features of their device(s) and suggested additional products or services that could assist them using active listening and discovery questions.

● Communicate technical instructions regarding network devices to assist customers with getting their devices setup.

United States Army, Fort Hood, TX — Private Sec. / Team Leader July 2007 - May 2014

● Quickly establish rapport through actively listening and interpersonal skills to create unique opportunities and build trust.

● Analyze and assist personnel, venue managers, and anyone else in resolving any conflicts that arise in a timely manner.

● Troubleshoot any technical difficulties while maintaining a strict schedule.

● Resolve any conflicts with scheduling to better facilitate a smooth transition from one event to the next using time management, verbal and written communication, and critical thinking.

SKILLS

● Analytical

Thinking

● Microsoft

Office

● Inbound Call

Management

● Customer

Retention

● Order Entry

● Account

Management

● Call Management

● Escalation

Management

● Documentation

Ordering

● Verbal

Communication

● Written

Communication

● Active

Listening

● Computer

networking: LAN

● Network Devices

● IT Support

● Interpersonal

Intelligence

EDUCATION

AIT Technical School — Light Machinery Technician

October 2007 - February 2008, Fort Jackson, SC

Obtained moderate proficiency with how to operate and repair light weight combat vehicles. Learned detailed troubleshooting using technical manuals and software to navigate complex problems and order parts as needed. AWARDS

● During a 6 month training program, I was recognized for graduating within the top 5% in academia from my class of 50 students.

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