Manager Customer Service

Jonathan Hall Jr

**** ****** **** ** ***. #***, New Mexico, 87111

505-***-**** ****************@*****.***

SUMMARY

I am a hardworking dependable professional

I have strong customer service experience. I have experience working with the Microsoft Suite (Word, PowerPoint, Excel, and Outlook). I have the ability to be effective while working in a team environment as well as independently. I take pride in being on time for work and does not hesitate to work overtime to get the job done. I have the ability to work with a multiple line phone system and is still able to be on task to be productive. He has solid organizational skills and is able to assess, prioritize, coordinate, manage, and accomplish multiple organizational tasks in within a timely manner. Not only dovl I have a great attitude when it comes to working hard, I has the ability to motivate my team members to get the job done.

Education/Training/Certifications

High School Diploma, Broken Arrow High School, May 2007

Thunderbird Youth Academy – Military Basic, May 2005

Work Experience

Quality Assurance Analyst, Sitel, Albuquerque NM (June 2018 – July 2019)

Enrolld prospects over the phone for the Equality Accelerator Program. This program helps people pay off their mortgages faster by making one extra payment towards the principle each year and increase their equality in their home.

Informs customers with updated payment amounts and effective dates for withdrawal and mortgage payments over the phone.

Takes calls that has been escalated to the supervisors regarding false information provided.

Responsible for calibrating, monitoring and supporting the quality standards, joins call monitoring (contact) with client, client services team, ensures client quality and corporate customer satisfaction goals are met or addressed in a timely manner, analyze customer satisfaction and dissatisfaction data in order to recommend solutions to root cause

Ensures production goals are met regarding quality and quantity of call handling.

Interacts with Coaches/Operations Managers and Senior Team Manager to remedy system or script problems that may affect Trusted Professionals performance. To present a positive attitude to trusted professionals and clients during periods of stress.

Performs 2 monitors per agents each week. 12 agents- 24 evaluation

Evaluates calls for Positive Language, Advocacy, Confidence, Communication, and Call management.

Cook, Dishwasher, Food Prep, Monroe’s, Albuquerque NM (June 2015 – July 2018)

Food preparation and cooking of restaurant orders

Responsible for all nightly inventory at the end of each night

Responsible for all prep and being completely for the day

Cleaned and maintained kitchen to assure sanitary environment

Assisted with dishes as needed

Made sure no foodborne pathogens errors occur

Assembled caterings for small and large parties

Made sure food was being held at the right temperature

Understood and utilized F.I.F.O

Made sure all containers are labeled

Nutrition Specialist, La Petite Academy, Albuquerque NM (October 2016 – April 2017)

Followed a strict menus from the state in order to maintain a healthy meals for children

Maintained a clean and safe work environment

Labeled each container and products that enter through the threshold from the establishment into the kitchen

Practiced clean and maintain a sanitize and pathogen free workspace

Filled out paperwork of all ingredient on a daily basis

Completed safe play area for children at the establishment

Was a positive role model for the children

First-Aid and CPR certified for adults, children, and infants

Safe Serve certified

Manager, Captain D’s, Albuquerque NM (August 2012 – July 2013)

Food preparation and order completion on a daily basis

Assisted with customer service and store quality

Stocked inventory when delivery truck arrived

Obtained a clean and sanitize work station

Cleaned fryers (filter and top-off each fryer twice a day)

Boil-out fryers once a week

Completed daily cleaning list

Maintained and cleaned and friendly restaurants for guest to eat

Maintained a respectful profession while dealing with customers

Counted down each drawer before and after each shift

Crew Member, Long John Silvers, Albuquerque, NM (July 2005 – August 2015)

Food preparation and order completion on a daily basis

Assisted with customer service and store quality

Stocked inventory when delivery truck arrived

Obtained a clean and sanitize work station

Cleaned fryers (filter and top-off each fryer twice a day)

Boil-out fryers once a week

Complete daily cleaning list

Maintained and cleaned and friendly restaurants for guest to eat

Maintained a respectful profession while dealing with customers

Process Technician, Whirlpool Corporation, Owasso, OK (August 20076 – January 20102008)

Maintained counts on materials made before, during, after shift for the assembly line

Loaded trailers on forklifts with oven cavities and stove cooktops

Ran mechanical press to make parts

Fabricated parts for assembly lines

Changed and repair any spurs in dies for mechanical press

Operated an overhead to move dies when switching out for new parts

Communicated with each assembly lines for different styles of parts needed

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