Customer Service High School

Jarvis Tyler

Laurel, MD • 915-***-****

*************@*****.***

SUMMARY

Versatile Customer Service Representative/Security Officer with 10+ years of experience resolving complex customer inquiries. Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement.

EDUCATION

Northwestern High School, Aug '10 - May '14

High school Diploma

EXPERIENCE

First Coast Security, Control Room Operator

June 20-Present

Monitor security cameras and watch

for threats and alarms keeping

supervisor informed of all issues

Create shift reports and keep track of

Patrol officers make sure patrols are

being completed.

Maintain hourly radio contact with all

officers by conducting radio checks

and monitor officers through the Argus

tracker.

LiveTech, Volunteer and Programs Support May “19 – Present

●Handle telephone, voicemail, written, and e-mail inquiries for information regarding volunteer events

●Provide hardware / software / network problem diagnosis / resolution via telephone/email for customer’s end users

●Implement and monitor programs as directed by management, and see the programs through to completion

●Provide friendly, engaging experiences through verbal and written communication for every customer interaction striving for first contact resolution.

●Research and resolve complex customer situations

●Help maintain volunteer records and online accounts, while assisting with the expansion of participant outreach efforts for volunteers

●Enter summary notes into the customer record and, if appropriate, forward data to the appropriate technical support or management associate for resolution.

Inovalon, Client Communications Coordinator Feb '17 – May ‘19

●Proposed more efficient call script to reduce average customer handling time, which was well-received and implemented by management

●Coordinated assigned region escalations by accessing internal reports daily and post issues to Client Web Portal;

●Followed health plan directives to ensure effective issue resolution;

●Monitored and tracked health plans with a high volume of their project in “issued status”, “closed status” and provide feedback to Directors;

●Collaborated with Provider Relations and individual Operations teams to improve the quality of the transactional process between Leads/Operations Managers and the Client Communications Team;

●Performed audits for sites that have duplicate postings, zero pursuits, and issues closed by the health plan;

●Communicated with Provider Relations regarding any problematic sites that may need additional follow up;

●Achieved 97% average customer satisfaction rating to date, surpassing team goal by 12%

Apple, Technical Customer Support Sep ‘15 – Feb ‘17

●Evaluated system potential by testing compatibility of new programs with existing programs.

●Achieved computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action.

●Improved existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications.

●Maximized use of hardware and software by training users; interpreting instructions; answering questions.

●Maintained system capability by testing computer components.

●Maintained historical records by documenting hardware and software changes and revisions.

●Maintained client confidence and protects operations by keeping information confidential.

●Maintained professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.

HSG, Administrative Customer Support Aug ‘13 – Oct ‘15

●Analyzed contract documents to identify ambiguity and conflicts between documents and specifications

●Modeled exceptional customer service and ensured associates understood direct link of revenue growth and customer loyalty cultivation techniques

●Applied comprehensive understanding of high-volume manufacturing processes and materials to optimize designs

●Managed relationships with distribution channel partners and determined proper sourcing methods depending on product category and discount margins

●Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately

SKILLS

●Outstanding research and information management capabilities.

●Proven ability to work collaboratively with diverse groups and establish ongoing relationships.

●Capable of quickly understanding how systems are used in order to provide efficient support.

●Demonstrated outstanding customer orientation using strong communication skills.

●Strong leadership, teaching, curriculum development, and writing capabilities.

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