Customer Service Representative

Jonathan Dryer

Service Delivery Consultant, Quality auditor, Dispatching, Customer Service

(470) ********************@*****.***

Hampton, GA 30228

Work experience

Technical Support Representative

Conexon - McDonough, GAMarch 2025 to August 2025

•Provided daily support to Conexon clients via phone, email, or chat.

•Communicated clearly and effectively

with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.

•Interacted and coordinated with other departments to resolve customer issues with the ability to determine further action or final completion on customer cases received.

•Quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures.

•Collaborated with technical staff and clients to establish goals and objectives for system improvements and upgrades.

Telesales Concierge

Florida Blue - Hampton, GASeptember 2024 to January 2025

•Help ensure all customers (walk-in, telephonic or electronic) are warmly

greeted, their needs are assessed quickly, and they are referred to the appropriate setting, person, information or tools to address their needs.

•Provide a customer friendly service experience for customers with questions or issues related to health care, health insurance (benefits, claims, premium payments, membership, billing and enrollment) or other related topics.

•Research and obtain resolution for all issues, using tools directly or engaging other business areas for support for inquiry resolution.

•Ensure service coordinated with other supporting areas maintains the appropriate retail center service experience and that internal complexities remain invisible to the

customer.

•Log all inquiries, capturing appropriate data required for reporting and customer understanding.

Quality Assurance Analyst

Deluxe Corporation - Atlanta, GAFebruary 2022 to June 2024

•Provides leading level functional support to sectors of Outsourcing Operations managing various quality control processes creating a product that exceeds our customers' expectations, helps to develop surrounding colleagues as both a knowledge and people leader, and collaborates well with the ability to delegate effectively.

•Inspect random payments within the process for various types of defects; working with internal partners in

ensuring the defects are corrected where possible and tracking for reporting purposes.

•Performs regular checks of internal processes and controls and regular walkthrough reviews preparing associated reports of findings for management team.

•Conducts trend analysis of client specific data as well as overall trending for various processing departments within Lockbox.

•Preparation of Quality Assurance forms and reports; reviewing reports on a regular basis with management teams.

•Assist with or lead special projects.

Education

BA in Business Administration

Clayton State College and University - Morrow, GA2000 to 2004

Skills

Quality management

Microsoft Word

Microsoft Outlook

Leadership

Process Improvement

Quality assurance

Curriculum development

Data analysis skills

Laboratory experience

Customer service

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