Service Representative Customer

Jonathan Ssenkooto

Louisville, KY *****

Phone: 502-***-****

Email: *****************@*******.***

LinkedIn: https://www.linkedin.com/in/jonathan-ssenkooto

Customer Service Representative Professional 6+ Years in High-Volume Environments

Career Objectives

Seeking a customer support role where I can apply my experience in service, data management, and collaboration to enhance client satisfaction and support operational goals with accuracy and empathy.

Biographical Summary

Detail-oriented support professional with 6+ years of experience across healthcare, logistics, and insurance. Skilled in high-volume communication, CRM systems, data handling, and process improvement. Recognized for adaptability, strong work ethic, and a focus on customer satisfaction through efficient problem-solving.

Skills and Qualifications

Inbound and Outbound Calling with strong focus on efficiency and professionalism

Proficient in CRM systems: Salesforce, Maestro, and Symbility

Experienced in verification, order entry, and pharmacy-related workflows

Skilled in first-call resolution, issue escalation, and customer satisfaction

Accurate call documentation and client education for improved service outcomes

Strong data entry and records management capabilities

Proficient in Microsoft Office Suite (Word, Excel, Outlook, Teams) and Google Workspace

Collaborative team player with cross-functional communication skills

Proven ability to streamline operations and enhance workflow efficiency

Professional Experience

Quality Assurance Associate (Contract via Robert Half)

Seek Now – Louisville, KY

October 2024

Supported high-volume customer operations for a leading Insurtech firm during major hurricane response efforts and the launch of Seeker 360™, a digital inspection platform. Focused on call resolution, appointment coordination, and claim documentation across Maestro and Symbility.

Handled 10–15 calls/hour during peak demand, supporting the processing of 60,000+ inspections and 13,000+ tarp deployments within 30 days.

Achieved 85% first-call resolution rate by using CRM data to resolve client issues quickly and accurately.

Contributed to a 6-hour average tarp response time, enhancing client satisfaction during multi-million-dollar property protection efforts.

Package Handler

United Parcel Service (UPS) – Louisville, KY

September 2019 – August 2023

Supported UPS logistics operations during a time of unprecedented growth, when the company reached $100B+ in revenue and implemented efficiency-driving innovations.

Processed 1,500+ packages per shift with a 99.9% accuracy rate, ensuring timely and error-free delivery.

Secured handling of high-value, time-sensitive shipments with zero incidents, upholding strict safety and compliance standards.

Operated during high-demand periods like COVID-19 surges and holiday seasons, supporting UPS's rebound in net income (up 859% YoY in 2021).

Receiving Clerk

Meijer – Louisville, KY

September 2017 – September 2019

Managed daily receiving and inventory during Meijer’s $375M store expansion, contributing to operational efficiency during a time of sustained revenue growth (>$16B annually).

Streamlined documentation for 1,000+ products per shift, improving inventory accuracy and reducing intake errors.

Reduced stock shortages by 15% through improved backroom-to-shelf coordination with floor teams.

Enforced inventory security protocols, protecting high-risk merchandise and supporting regional expansion into Northeast Ohio and Northern Wisconsin.

Education, Training, and Personal Development

Bachelor of Arts in Psychology

University of the Cumberlands – Williamsburg, KY

Google Data Analytics Professional Certificate

Coursera – 2023

Volunteering

Goodwill Ambassador

Goodwill Opportunity Center -Louisville, KY

July 2025- Present

Represent Goodwill Opportunity Center at community events and outreach programs to promote its mission of job training and employment support

Support workforce development initiatives by engaging with clients, donors, and community partners

Advocate for inclusive employment opportunities through public speaking, networking, and awareness campaign.

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