Customer Service Help Desk
Resume:
JONATHAN
COX
************@*****.***
Laurel, MD 20724
Bold Profile
Reliable Route Logistics bringing significant abilities in direct sales and success in retaining and developing accounts. Blending expertise in curriculum development, CompTIA certification, and adeptness in Microsoft Office Suite with a proven track record in direct sales and account development. Demonstrated success in route management, product merchandising, customer service, and a
commitment to sustainability showcases a methodical approach to achieving business objectives.
PROFESSIONAL SUMMARY
BlueTriton - Route Sales Representative
Full Time (40 Hours P/W) • 05/2015 - Current
WORK HISTORY
Oversee execution of all warehousing and logistics- related activities needed to ensure that all BlueTriton vehicles have the product needed to service customers daily
•
Established strong relationships with clients, resulting in increased repeat business and referrals.
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Expanded client base by consistently seeking out new opportunities for sales growth.
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Maintained accurate inventory records, ensuring
sufficient product availability for customers.
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Collaborated with team members to develop innovative sales strategies, boosting overall revenue.
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Provided excellent customer service, leading to high levels of customer retention and loyalty.
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Conducted regular product demonstrations for potential clients, showcasing the benefits of available products.
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Drove customer satisfaction and product growth through the ownership of daily execution for designated
branches, including customer service, order delivery, and warehousing
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Efficient in palletizing cases and coordinate with lift truck driver pallet sheet accuracy
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Nyack College
Nyack, NY • 03/2024
Master of Science:
Organizational Leadership
EDUCATION
SKILLS
• Security Protocols
• System Administration
• Help Desk Software
• Hardware diagnostics
• Incident Management
• Application support
• Software Installation
• Remote Support
CompTIA Security+ CE
Certification, 02/2024,
https://www.credly.com
/badges/b684a849-9e75-48a1-
bda5-100654ccedca/public_url
CERTIFICATIONS
Excella Consulting - Help Desk Support Specialist
Full Time (40 Hours P/W) • 01/2023 - 11/2024
• Regularly lift and move products that weigh up to 85 lbs
• Safely
Establish communication protocol and routine with all groups/teams.
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Improved customer satisfaction by promptly addressing concerns and providing solutions to issues.
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• Provided end user support both remotely and deskside Streamlined help desk operations for increased efficiency and improved response times.
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Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
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Collaborated with IT team members to develop
comprehensive solutions for complex problems.
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Conducted regular training sessions for new help desk staff, ensuring consistent quality of service across the team.
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Managed high call volume, maintaining professionalism and patience while addressing customer concerns.
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Implemented remote support tools to assist clients effectively without on-site visits, reducing overall costs.
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Assessed client needs through active listening and asking probing questions, leading to accurate issue
identification.
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Enhanced customer satisfaction by promptly resolving technical issues and providing professional assistance.
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Collaborate with cross-functional teams to develop and implement innovative strategies for improving overall Help Desk performance in Zendesk and customer
satisfaction, staying ahead of industry standards and market trends
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Implement creative problem-solving techniques to
address unique and complex technical issues faced by end users, in order to enhance overall efficiency and effectiveness of the help desk support services
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Analyze user feedback and satisfaction surveys to
identify areas of improvement and develop strategies to enhance customer experience, leading to increased
overall satisfaction and loyalty among end users
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Prioritize the resolution of critical issues, ensuring efficient allocation of resources and timely support
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Full Circle Martial Arts Academy - Class Instructor Full Time (40 Hours P/W) • 04/2009 - 05/2015
Target - Customer Service Specialist
Full Time (40 Hours P/W) • 05/2008 - 05/2015
delivery, ultimately enhancing overall service quality and customer satisfaction.
Instructor for both Self-Defense and Street Combat classes while simultaneously co-creating personal
development technique courses for the weight loss
program and women's personal self-defense
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Enhanced student performance by incorporating martial arts techniques and discipline into daily training routines.
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Assisted in the development of comprehensive martial arts programs, resulting in increased student enrollment and retention.
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Conducted rigorous physical fitness sessions to improve students'' overall strength, flexibility, and stamina.
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Fostered a positive learning environment by promoting respect, self-discipline, and teamwork among students.
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Provided individualized instruction to accommodate diverse learning styles and skill levels for optimal progress.
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Oversee the daily transportation services of students in the after care and summer camp programs
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Monitored guests and program participants and enforces rules, regulations, and safety precautions at facilities; maintain discipline, monitors behavior and resolves issues; monitors program activities, and assists
participants in self-defense activities and programs
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Managed the mentoring program and trained newly hired instructors, effectively orienting them to the company's mission, policy, ethics, and instructional materials.
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Attracted potential customers by answering product and service questions, suggesting information about other products and services
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Enhanced customer satisfaction by resolving issues promptly and professionally.
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Reduced response time for customer inquiries by
streamlining communication processes.
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• Managed high call volume while maintaining a courteous CVS Pharmacy - Pharmacy Technician
Full Time (40 Hours P/W) • 01/2007 - 04/2009
and professional demeanor.
Increased customer retention rates by providing
exceptional problem-solving skills and personalized solutions.
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Collaborated with team members to create effective strategies for improving overall customer experience.
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Maintained up-to-date knowledge of products and
services to provide accurate information to customers.
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Developed rapport with customers, fostering long-term relationships and repeat business.
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Handled customer complaints, provided appropriate
solutions and alternatives within the time limits; follow up to ensure resolution
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Worked with the management team to stay updated on product knowledge and be informed of any changes in company policies
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Contribute to the team sales goals by accomplishing related sale results and implementation of policies necessary to achieve said goals.
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Performed data maintenance to ensure all customer files and contact info was updated on an annual basis
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Improved patient satisfaction by efficiently processing prescriptions and managing inventory in a timely manner.
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Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
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Streamlined prescription processing with accurate data entry and verification of patient information.
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Reduced medication errors by diligently cross-checking medications against patients'' profiles before dispensing.
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Boosted customer loyalty by providing friendly,
knowledgeable assistance on drug interactions and side effects.
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Maximized pharmacy efficiency through effective
communication with staff members and adherence to
procedures.
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Provide the lead pharmacist with all relevant insurance and prescription info to ensure there are no conflicts in customer orders or personal information
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Provided real-time support to customers by directly calling doctor offices and insurance companies
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Assisted in precise filing of medication and
recordkeeping of medications for utilization by patients
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Coordinated and handle/preparing of new patient
medication orders and reorders.
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REFERENCES
• Ibrahim Conteh, EXCELLA CONSUTING, *******.******@*******.***
• Jonathan Hayes, BLUE TRITION, 202-***-****
Chris Jones, FULL CIRCLE MARTIAL ARTS ACADEMY,
•
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