Customer Service Support

Jason Hersey

Casselberry, Fl *****

Phone: 801-***-****

Email: **************@*****.***

Summary: Experienced QA and Training Facilitator with a proven track record in boosting team efficiency and ensuring top-notch quality standards. Leveraged advanced training programs to enhance team skills and productivity. Extensive background in customer support and fraud prevention, dedicated to delivering exceptional service and reducing risks. Known for innovative problem-solving and effective cross- functional collaboration.

Work Experience

QA & Training Facilitator Imagine Learning Remote Apr 2022 – Oct 2024 Daily review of support calls/chats/emails for key performance metrics and agent proficiency.

Developed, implemented, and administered training materials across a suite of products and services.

Regular collaboration with Customer Success and Excellence teams to provide scheduled and ongoing agent trainings and workshops on new products, UIs, services, troubleshooting, and soft skills. Trained and mentored new hires from day one, improving overall departmental performance.

Received recognition as a monthly Key Contributor twice. Team Lead Imagine Learning Remote Feb 2020 – Apr 2022 Supervised a team of product support customer service agents, enhancing agent effectiveness and morale.

Implemented efficient workflows, allowing for quicker triage and escalation of contacts/issues to respective departments. Mentored new hires, improving team performance and agent retention. Product Support Specialist Imagine Learning Provo, UT Sep 2019 – Feb 2020 Provided exceptional customer service and troubleshooting support across all channels of contact (chat/phone/email).

Maintained a high Customer Satisfaction score, promoting brand loyalty. Education

Framingham State College 1988 – 1989 Biology (Incomplete) Christiansburg Community College 1998 – 1999 Liberal Arts (Incomplete) Skills

Quality Assurance: Attention to detail, process improvement, quality control

Training & Development: Training program development, mentoring/shadowing, help center articles

Customer Support: Customer service, conflict resolution, communication, active listening, rapport

Fraud Prevention: Analytical thinking, risk management, problem-solving Technical Skills: Familiarity with support ticket systems, knowledge of QA software/tools, Zendesk, Smartsheet, Lessonly, EvaluAgent, Clever, Zoom, Slack, Microsoft Teams

Soft Skills: Leadership, teamwork, adaptability, time management