Customer Service Call Center

Jonathan Horace Jones

Currently located in Dallas, TX 75217 and willing to work onsite.

Summary:

Possess a strong background in customer service with hands-on experience in call center operations, managing both inbound and outbound communications.

Demonstrated expertise in call center leadership, dedicated to delivering exceptional service, ensuring customer satisfaction, and consistently achieving performance targets.

Managed multiple large teams of 10 or more reps. I possess extensive IT experience. This experience includes work as a technical support representative in a help desk atmosphere, hardware and software technician and a cable modem technician.

Worked closely with our Product and Account Management teams in regard to any customer service issues.

Escalated customer issues and provided resolutions to them.

Created detailed tickets and escalations to companies Product Development Team for issues that could not fix or were deemed as bug.

Education:

Certification in Business Communications Muskingum College – 1997.

Associate’s in arts in Comprehensive Social Studies University of Dayton – 1994.

High School Diploma Washington High School – 1992.

Professional Experience:

Calyx Software, Dallas, TX March 2021 - April 2023

Customer Support

Currently manage Calyx DCS Support, Major Account Specialist and Professional Services Group, with DCS being the largest team in the company.

These three teams bring a total of around 30 employees under my direct supervision.

Working with my Team Supervisors we set up all processes including hiring, employee retention and training, social media networking, and working with multiple staffing agencies to gather talent. Also coordinated with Development, Marketing, and Account Management Leadership to address support related issues, including implementing customer service surveys via email after each call to the phone queue.

As Professional Service Manager set processes for training webinars for customers as well as internal training for the support staff as well as other Teams within the organization as needed.

This included one-on-one training with DCS and MAS staff along with bi-weekly group training based on product. In tenure in Management role, I enacted Team Lead Position to assist in rep development by call monitoring, stat reports and weekly one on one meetings with reps, Supervisors and myself to go over any performance concerns and give reps opportunities to address any issues or training requests they may have.

This role was extended to all three teams.

Modified hiring practices to include testing which has led to a pool of great talent that has been able to advance in various roles throughout the company.

Calyx Software, Dallas, TX Jan 2013 to March 2021

Customer Support Supervisor

Worked as Supervisor for Calyx Point, Solutions, Loans, Interfaces, Major Accounts, MAS and SDK teams.

Duties included working with contracting companies and Calyx HR for direct and contract hiring and termination, scheduling, creating and implementing team organizational charts, coordinated training and employee development as well as handling Supervisor level escalations for irate customers.

Duties also included working closely with our Product and Account Management teams in regard to any customer service issues. Also had to deal with employee attendance and work performance issues across multiple teams.

Calyx Software, Dallas, TX March 2012 to Jan 2013

Tier III Point Support Representative

Tier III duties involved taking escalated customer issues from Tier II and I reps and resolving. For issues that I could not fix or were deemed as bug I would create detailed ticket and escalate to companies Product Development Team. Duties also included scheduling, assisting with interviews, releasing team members for breaks and lunches and providing extensive support to Point Tier II and I phone support team members.

I also worked hand and hand with other teams to resolve a variety of customer issues.

Calyx Software, Dallas, TX Sep 2011 to March 2012

CSG Support Rep Representative/ Major Accounts

As Major Account Lead, I was responsible for providing support for our large customers (100+ users) across all of our Calyx Products.

Issues that were out of my scope of expertise were forwarded to the appropriate team for completion and I would provide follow-up to customers on the resolution.

G.E. Zurich Warranty Management, Dallas, TX June 2002 to Nov 2003

Technical Support Representative

I provided technical support for computers, printers, PDA's, laptops and digital cameras via the phone for Circuit City extended warranty customers. Warranty customer's contract and service information had to entered and updated using the company's Global Call Center database.

If the customer issue could not be solved by phone support, my job was to dispatch technicians for companies in home service.

UniMicro, Inc, Cleveland, OH March 2001 to April 2002

Technical Support (Help Desk)

Sole technical support staff for ISP with over 2,500 users in Cleveland, Akron, and Youngstown Ohio areas. Duties on the help desk included imputing new customer info into company servers and troubleshooting user issues via the phone for the Internet and e-mail issues.

PC Tech duties involved new system builds, customer upgrades, and repairs. I also serviced printers, laptops and fax machines.

Massillon Cable Television, McLean, OH Nov 1999 to March 2001

Help Desk/ Cable Modem Technician

Help desk duties involved troubleshooting level I and II dial up and cable modem issues via the phone.

Responsibilities also included inputting new customer info into system servers for Internet service.

Cable modem tech duties involved connection home and business customers to high-speed cable modem service and networking. Cat 5-line installation and line splitting was also required. The job also requires installation of Ether link cards into customers’ computers and TCP/IP configuration to connect to the service.

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