Technical Support Customer Success

JON JAMES

Lansing IL 1-708-***-**** ************@*****.*** LINKEDIN

SUMMARY

Results-driven Customer Success Manager with a strong background in technical support, client relationship management, and problem-solving. Adept at onboarding, training, and retaining customers by delivering proactive solutions that drive satisfaction and long-term success. Skilled in SaaS product support, CRM management, and data analysis to optimize customer experience and reduce churn. Strong communicator with expertise in conflict resolution, upselling strategies, and cross-functional collaboration. Passionate about enhancing customer engagement and maximizing product value through strategic relationship-building and technical troubleshooting. Dedicated to delivering measurable improvements in customer retention and loyalty while ensuring compliance with industry standards

SKILLS

Customer Relationship Management (CRM)

Technical Support & Troubleshooting

Client Onboarding & Training

Customer Retention Strategies

SaaS Product Support

Account Management

Problem-Solving & Critical Thinking

Communication & Presentation Skills

Data Analysis & Reporting

Conflict Resolution & Negotiation

Process Improvement & Optimization

Help Desk & IT Support

Cloud Computing (AWS, SaaS)

VoIP & Networking Solutions

Ticketing & Case Management Systems

Time Management & Prioritization

Cross-Functional Team Collaboration

Compliance & Security Standards

Upselling & Revenue Growth Strategies

Customer Feedback & Satisfaction Analysis

EXPERIENCE

BENEFITEXPRESS SERVICES

Service Agent 08/2021 to 11/2021

Verify and protect customer identities in compliance with HIPAA regulations, ensuring data security and regulatory adherence.

Resolve customer benefit inquiries from start to finish, demonstrating strong problem-solving skills and increasing customer satisfaction by 95%.

Process and update customer benefit records with 99% accuracy, improving service efficiency and reducing errors.

Communicate complex benefit details clearly, enhancing customer understanding and reducing follow-up inquiries by 30%.

ITELBPO

Customer Service Agent 01/2020 to 02/2021

Resolve insurance policy discrepancies, ensuring 100% accuracy in coverage details, leading to a 28% increase in customer satisfaction.

Verify customer identities and process payments efficiently, maintaining full compliance with industry regulations.

Adapt to evolving customer needs and company policies, demonstrating strong problem-solving skills and attention to detail.

Provide prompt and professional assistance, handling an average of X customer inquiries daily, improving response time by Y%.

TELEPERFORMANCE

Representative 06/2018 to 07/2020

Diagnose and resolve technical issues for iOS and Mac devices, improving first-call resolution rates by 30%.

Deliver exceptional customer service, increasing satisfaction scores by 93% through effective problem- solving.

Manage multiple support requests simultaneously, maintaining service quality and meeting performance benchmarks.

Utilize advanced troubleshooting technique

HOMEPRO

Telemarketer 01/2018 to 06/2018

Drive a 15% increase in survey completion rates by overcoming caller objections and building rapport with diverse audiences.

Boost sales conversion rates by 15% through strategic engagement and persuasive telephone sales techniques for radio promotions.

Enhance customer retention by actively listening, addressing concerns, and fostering positive interactions to minimize call drop-off.

Execute high-volume outbound calling campaigns, consistently meeting or exceeding performance metrics. FAMILY

Caregiver

Enhance patient satisfaction by delivering compassionate care and emotional support, improving the quality of life for [X] patients, including individuals recovering from brain aneurysms and strokes.

Manage daily household responsibilities and coordinate healthcare needs for elderly family members with vision and mobility impairments, ensuring a safe and comfortable living environment.

Communicate effectively with patients, families, and healthcare professionals to address needs promptly, fostering trust and improving overall care experiences.

Implement problem-solving strategies to navigate healthcare challenges, reducing [X]% in delays for medical appointments and necessary treatments.

EDUCATION AND TRAINING

CERTIFICATE: BUSINESS MANAGEMENT 08/2001

ECornell

ASSOCIATE OF ARTS: GENERAL STUDIES 05/1997

Lincoln College

WEBSITES, PORTFOLIOS, PROFILES

https://www.linkedin.com/learning/certificates/13d4b8eb86512194e1f2809853e4e02d3 CERTIFICATIONS

Customer Service Representative Certification (CSRC), LinkedIn, 03/01/25

Growing as a Customer Service Manager, LinkedIn, 03/01/25

Foundations of Cyber Security, Coursera, 09/01/24

Practical Cyber Security for IT professionals, IBBA - International Business Brokers Association, 03/01/25

AWS Certified Cloud Practitioner, LinkedIn, 03/01/25 REFERENCES

References available upon request.

Contact this candidate