Technical Support Coordinator
Resume:
Jonathan Chevalier
Bath, PA *****
Cell # - 610-***-****
Email - ********@*****.***
Work Experience:
Lutron Electronics Coopersburg, PA 07/2019 - Present
Technical Support Coordinator
●Interacting with customers through multiple communication mediums to resolve issues relating to technology, either through troubleshooting, sales, or design and specification assistance for Smart Home Lighting and home control systems
●Helping customers install and set up newly established Smart Home systems for lighting and home automation
●Training fellow employees and new hires in our processes and technical knowledge required for the job role, such as wiring, technical specification, system architectures, integration into existing systems, design and programming software and basic networking
●Developed job aids via support wiki articles and support site content / customer face FAQ content to translate technical language into a more casual, easier to understand format for customers
●Utilized Salesforce, Cognos, and NICE InContact to accurately track cases and generate reports containing actionable data reflected by KPIs
●Developed on boarding, mentoring and training programs for new agents joining my team either as a new hire or from an internal career change, with a focus on successfully executing these plans remotely
●Involved in core product reviews and collaborative meetings with our engineering and sales teams to ensure product design, literature, specifications, and marketing matched Technical Support and Customer Service needs to help reduce call volume and provide tangible, easy to understand information for our customers up front
●Reviewing quality data, customer satisfaction and agent performance per agent and building action plans to improve overall agent effective and reducing customer effort, creating a positive experience
Wegmans Allentown, PA 09/2012 - Present
Service Team Leader 11/2015 – 07/2019
●Supervised a team of approximately 80 to 100 employees across multiple areas and through managing systems and processes to drive our department goals, including labor goals, store sales projections, community relation donations such as United Way and Check Out Hunger for Second Harvest, building relationships and maintaining a reputation among customers for incredible service
●Managed the store during late night hours, ensuring employees follow processes for closing, monitoring equipment, placing work orders to get repairs done, working with logistics department with concerns regarding deliveries
●Modeled the company values every day to set an example for employees, listened and addressed employee concerns and feedback and work with them to assign tasks and promote internal growth that catered to their strengths and career goals
●Member of the Sustainability team, a group in our store with the goal of educating our employees and customers on the processes behind and importance of recycling, composting, donating, or salvaging what we could, reducing our landfill contribution as a store to 21.4% of our total waste
Café Team Leader 09/2014 – 11/2015
●Built customer relationships within the restaurant and café areas of the store to promote priority products and sales
●Managed scheduling for multiple departments and adjusted personnel tasks on the fly based on business patterns during the day
●Supported leadership of each department through planning development of leadership skills, delegating, ordering and inventory, and timely feedback
●Became Super Safemark certified to support the Food Safety requirements and goals and to better lead Food Safety within the store
Sub Shop Team Leader 02/2014 – 09/2014
●Ordered product to meet the business need and reduce on-hand inventory
●Scheduled according to sales and unit projections, created action plans to efficiently complete tasks in department within labor goals
●Managed and developed a team of employees to work within our company’s values in order to meet our goals through coaching and a cadence of accountability, used employee appreciation and positive reinforcement when goals were met
Customer Service Cook 2 09/2012 – 02/2014
●Managed production levels to reduce waste and optimize merchandising and sales through recipes and portion control
●Adhered to Food Safety HACCP regulations set by internal auditors and local government
●Prepared food for a variety of services including a hot line for a restaurant, buffet style food bars, pre-packaged meals and sides
Additional Skills:
7 Years of Management Experience
Assumed management of entire store in absence of supervisors and leadership, guided multiple departments with their own Team Leaders/Managers
Advised and reported to management teams based on results in store
Worked independently knowing what resources were available to practically and responsibly solve problems as they arise
Interacted with multiple levels of management throughout the company, local and division wide
Recruitment and Selection
Experience interviewing and selecting employees from external hires, as well as internal candidates
Team building, making job offers that fit the culture, the business and compliment the team, as well as providing feedback when the candidates did not meet the requirements
Computer Literacy
Experience with Microsoft Office applications, such as Excel and Word, including Office 365 and working via a cloud, accustomed to utilizing them on a daily basis and in multiple roles
General experience and literacy with computers and their component accessories
Familiarity with graphics software from Adobe and Corel software suites, as well as basic Web Development and Design and Adobe Dreamweaver
Public and Vendor Relations
Experience building relationships with customers, communities, corporate officers, vendors representing food manufacturers, and employees
Experience presenting data and priorities and how to accomplish them through values and people
Volunteering through my employer’s relationship with United Way and similar programs, and being involved in driving donation programs within the store such as Check Out Hunger
Guided others through the Wegmans Online Donation Request process
Training and Development
Experience teaching seminars, training sessions, mentoring others and helping to guide them through personal professional growth
Self driven development in current role, accustomed to identifying personal opportunities and building plans to grow in those areas
Mentored employees to drive their own development through 1 on 1 meetings covering career goals and opportunities to help reach those goals
Education:
Full Sail Real World Education, Winter Park, FL, August 2004 – April 2005
Computer Science and Programming Major (Incomplete) – 45 Credits
Pleasant Valley High School, Brodheadsville, PA June 2003
High School Diploma
Professional References
Rikki Jo McRae Business Manager at Active Learning Center LCC
P: 484-***-**** E: **********@*****.*** Relationship: Former Employee
Leah Dorsey Design Studio Coordinator at Kay Builders
P: 585-****-**** E: ****@***********.*** Relationship: Former Coworker
Kaitlyn Wackley Recruiter at Wegmans Food Markets
P: 808*-***-**** E: *******.********@*****.*** Relationship: Former Coworker
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