Customer Service Desk
Resume:
Bradley Bonato
**********@*****.***
Waukegan, IL.
PROFESSIONAL SUMMARY
Results-driven Customer Service Supervisor with a strong background in Service Desk Management, Call Center Operations, and Client Support Leadership. Proven ability to lead high-performing teams, implement process improvements, and enhance customer satisfaction through ITIL best practices. Adept at managing escalations, coaching teams, and optimizing service delivery in fast-paced environments. Skilled in incident management, team mentoring, and technical support operations. Passionate about creating a customer-focused culture that drives efficiency and business success.
EXPERIENCE
Public Security Officer
May 2023 – Sep 2023
Six Flags/Great America, Gurnee, IL.
•Screen Entering Guests for Prohibited Items utilizing X-ray Technology and Metal Detecting Wand
•Provided excellent customer service, ensuring guest safety and enforcing park policies with professionalism.
•Assisted in Incident Management, promptly addressing concerns and ensuring a Safe & Secure Guest Experience.
Lot & Garden Attendant
May 2023 – Aug 2023
The Home Depot, Gurnee, IL.
•Delivered exceptional customer service in retail environment; assisting customers and enhancing their shopping experience.
•Supported day-to-day operations, including inventory management and sales support.
•Assured Parking Lot was Safe & Secure; free of Shopping Carts and Mobile Item Carriers.
Vice President, Client App. Support
Jul 2010 – Apr 2014
JP Morgan Chase Bank
•Led a team of 20 analysts providing technical support to Large Corporate Clients ($3M+Annual Spend) ensuring timely resolution of complex issues.
•Designed and implemented ticket prioritization and escalation workflows, cutting response times and boosting client satisfaction.
•Collaborated with cross-functional teams to improve service processes and align support strategies with business objectives.
•Team was Awarded Back-To-Back JD.Powers “Best-In-Class” Support Centers for 2012 & 2013.
•Left my position after Suffering a Life-Altering Illness.
Sr. Service Desk Manager
Jul 2006 – Dec 2009
Health Care Service Corporation, Waukegan, IL.
“AKA: BlueCross/Blue Shield of IL, TX, OK, NM.”
Led a team of 80+ Analysts in a high-volume (3M+ Incoming Calls in a 24/7 Call Center) supporting customers across four states.
•Spear-headed Service Desk transformation from a 9-to-5 model to round-the-clock operations, enhancing service availability and response times.
•Implemented automation tools, reducing ticket resolution time, ASA, and improving efficiency.
•Developed training programs and conducted focus group meetings across locations, ensuring consistent service standards.
•Managed high-priority escalations, improving customer retention and satisfaction.
EDUCATION
Northern Illinois University
DeKalb, IL.
Jan.1982-June 1984.
McHenry County College
Crystal Lake, IL.
June.1981-Jan1982
Sociology, and Gen. Eds. transferred to NIU.
McHenry Community High School
McHenry, IL.
Aug.1976-Jan.1980.
GPA: 3.875
(11th in Class of 442 Students!)
ACHIEVEMENTS
JD. Powers, “Best-In-Class” Award to My Chase Global Service Desk Team: 2012 & 2013.
Customer Service Certification:
“Knock Your Socks Off!”. 2002.
Knowledgebase Operations, 2009.
Anti-Money Laundering Training, 2009.
Fraud Investigation Training, 2009.
Sarbanes-Oxley Act Training, 2002.
OZ Principles,1995.
Business Leadership & Project Management Training.
ITIL Service Foundations v3.0 Certification
Global Knowledge- Oct 2008.
CompTIA A+ Certification,
Kaplan Testing Ctr- Aug 1990.
Contact this candidate