Jonathan Swann

**** ******** *** **

Detroit MI *8203

313-***-****

ad27nt@r.postjobfree.com

I’ve worked in the customer service/administrative industry for 13 years. I’m not looking for another job, but a career with a company that has growth potential. My record has proven that I’m a team player and self-starter that adhere to a strict line of discipline, which helps me to remain, focused on the job at hand. I’m known to be well organized with strong analytical/problem solving abilities, aimed at assessing needs within an organization. Mentoring and coach for peers. Proven record of listening to the wants and needs of customers to determine the best course of action yielding the best result(s), allowing my knowledge and experience to broaden in the areas of the business.

Work Experience:

Design Fabrications- Madison Heights, Michigan 2/2017 – present Cnc Operator

Worked in the CNC Department as an operator using the Multicam3000 series table.

Set up and cut material of different files for a design from the print department pertaining to a particular customer for a particular job.

Labeled each piece and organized to either be sent to a different department for further assembly or painting or either being shipped out that day or on the assigned date.

Signed in each account that I worked in from the time I began the assignment until it was actually done so that the customer could be billed correctly.

Also worked in our Millwork Department

Set up and cut material needed daily, for projects on a beam saw that was needed for assembly for particular pieces that were ordered by the customer, then sent to the installers by deadline.

Always played a role in process Improvement with quality and accountability procedures.

Obtained training and license to operate forklift.

Performed weekly maintenance and cleaning of machine.

Msx International- FCA, Centerline, MI. Nov. 2015- Oct 2016. Team Champion

Managed a team which consisted of 12 warranty claim processors that reviewed warranty claims for FCA dealers, within a two day turnaround according to Chrysler's guidelines.

Obtained training of forklift operator and licensed.

Performed weekly audits and reviews with upper management to developed

stronger claim processing techniques.

Reviewed escalated claims to me which required upper management approval payment or denial.

Processed payroll weekly. Attended weekly manager meetings to review claim counts against each team new and effective claim payment procedures.

Summit Health-Novi Mi

Customer Care-Senior Adviser December 2012- April 2015

• Assisting participants over the phone with scheduling or rescheduling appointments for their health screening at the on-site locations.

• Troubleshooting problems that the participant may have regarding faxes sent or tracing mailed in home test kits.

• Ordering home test kits with the proper access code for the participant and or spouse that will be sent to their home..

• Sending out duplicate test results that may have been misplaced, following HIPPA regulation and practices.

• Performing Quality Assurance on a BSK kits to ensure they are packed accurately before they are mailed to a participant.

• Monitored the IVR report on staffed nurses to ensure they were at the scheduled clinics on time, with a check in check out procedure along with reporting a vaccination count daily.

• Assisted in developing knowledge base for the call center and different departments to store vital information for the team as a research tool for common questions and the answers the team can use daily .

• Trained and coached new employees within the department on how to use the applications, policy and procedures.

City of Detroit Department of Transportation (Contract) - Detroit, MI Call Center Rep April 2010 -December 2012

• Assisting disabled in scheduling, rescheduling and cancellation of trips with Para transit providers throughout the Metro Detroit area.

• Verified and confirmed trips with clients at the time scheduling through Trapeze workstation applications.

• Troubleshoot, documented escalated issues and managed trouble resolution.

• Assisted and trained with Dispatch and Operations as needed.

• Provided route and schedule information, system maps, pocket schedules and brochures by mail, fare information, where to purchase passes, comments, complaints and suggestions.

• Assist with scheduling of transfer routes through business partner, SMART.

• Data entry for accounting department using Trapeze schedule editor for purposes of tracking miles, revenue and provider information.

Health Alliance Plan (Contract) - Detroit, MI

Retention Coordinator August 2009-November 2009

• Assisted members with questions regarding their new policy and changes of the policy.

• Followed claim processes for members that were assigned to me.

• Assisted with new programs designed for member with special needs.

• Escalated faxes for new members of the SOLO program that were dropped from a policy they were no longer eligible for.

• Signed and educated members with questions regarding the SOLO Health Insurance offered by Program.

Critical Signal Technologies (Contract) - Farmington Hills, MI

Patient Service Care Dispatcher January 2008 - September 2008

• Provided emergency call receiving and dispatching services.

• Analyzed the nature of the emergency in accordance with established guidelines.

• Determined the response agency and services to be rendered based upon the call received.

• Maintained constant liaison with the scene of the emergency to include security and medical supervisors, and other Installation/ Emergency Operations Centers.

• Analyzed which calls needed immediate attention during periods of multiple emergencies.

• Determined when different equipment was required due to emergencies in progress (call stacking).

• Quickly analyzed and prioritized multiple emergency and non-emergency calls to determine appropriate response levels, based on the needs of the emergencies.

• Performed crisis intervention with distraught callers during high-risk situations until emergency units arrive on scene.

• Monitored PERS (BOB) systems and provided information to the appropriate senior response official.

• Transmitted and /or relays requests for mutual aid through other Answering Points within the assigned jurisdiction

• Maintained a current automated system outage status file and ensures senior officials are kept appraised of the status of blocked roads, system outages, and other hazardous condition reports.

• Maintained an automated activity log of all significant daily events, vehicle movements, emergencies, processes, or notifications received.

• Maintained an electronic log of all activities, according to locally established protocols.

• Maintained the use of checklists used during emergencies.

• Maintained on and off base maps and other visual aids frequently utilized as quick information references for responding emergency personnel.

• Received documents and informed all personnel of weather warnings, advisories and conditions, utilizing the automated weather computer and appropriate Internet weather sites.

• Prepared and maintained reports and records relating to emergency responses.

• Prepared incident reports, utilizing the correct response codes and categories to complete the response report for each emergency incident.

Dako Group, Volkswagen of America - Auburn Hills, MI

Warranty Helpline Consultant January 06 - November 07

• Assisted in handling dealer calls using related to warranty claims procedures and company policy issues by using internal web application Elsa Wed.

• Conducted and supported system activities and produced audit reports identify warranty publication discrepancies.

• Established training seminar video for dealers worldwide to provide valuable information through a televised production.

• Assisted in development of warranty manuals, warranty bulletins and training materials as directed warranty management.

• Produced call tracking information using Intelletrack application to identify system issues or dealer training needs.

• Approved and processed all warranty claims requiring department review.

• Reviewed, validated and processed manual claims requests, mileage and MPR appeals.

Ford Motor Company - Dearborn, MI

Call Center Leader - Business Analyst I - Customer Service Agent-January 99 - October 05

• Responded to incoming telephone calls for internal or external customer requests.

• Responded to escalated issues forwarded by service representatives.

• Established and communicated determined service levels to service representatives.

• Entered all requests into online ticketing systems for tracking purposes, and assigned appropriate responsibility for problem resolution.

• Troubleshoot, documented escalated issues and managed trouble resolution.

• Collaborated with other departments as needed to resolve issues.

• Monitored ticketing systems for any pertinent information and responded according to set escalation guidelines and service level agreements.

• Coached and supervised a team of eight customer service representatives.

• Proactively notified customers and internal personnel on status of critical tickets.

• Provided and managed all customer maintenance communication along with issue management and communication.

• Reviewed, tracked and administered employee performance.

• Maintained business performance, time management using ISO 900 methodology

Skills:

• Customer Interfacing

• Warranty Claims Processing

• Customer Account Management

• MS-Word, MS-Excel, MS-PowerPoint,

• Call Center Management - ACD /Customer service

• Problem Solving, Issue Resolution

Resume of Jonathan Swann

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