Call Center Support

JARED CAINGLIT

Newark, CA ***** • 510-***-**** • *****.********@*****.*** • www.linkedin.com/in/jaredcainglit SUMMARY Support professional with 15+ years experience across various roles in both B2C and B2B. Extensive contact center experience, involving technical support, problem solving and customer escalations.

EXPERIENCE Ooma Inc, Newark CA 2018 - 2023

Support Specialist

● Primary responsibilities included coordinating and facilitating installation for B2B VOIP service.

● Secondary responsibilities included end user onboarding, training and education, hardware/software troubleshooting, bug reporting and warranty support, sales purchase orders, payments and billing. Vaco at Google, San Jose, CA 2015 - 2018

Operations Support - QA/SME

● Digital content review/moderation TOS enforcement.

● Workflow incubation, provided feedback for machine learning automation

● SOP curation for oversea workflow migration..

Randstad at Google, Mountain View, CA 2012 - 2014

Tier 2 Contact Center Support Agent

● High volume user correspondence regarding hardware purchases through email, chat and phone support.

● Worked directly with 3rd party couriers to resolve shipping inquiries.

● Updated and created support canned responses and internal knowledge base and SOP documents.

Sprint, Englewood, CO 2010 - 2011

Retail Support Representative (Call Center)

● Assisted retail agents with user account setup, device activation and provisioning through inbound phone support.

● Resolved customer billing inquiries and escalations. Verizon Wireless, Westminster, CO 2008 - 2010

Retail Sales Representative

● Provided customer service, sales assistance, and technical support to new and existing mobile subscribers.

● Resolved customer billing and payment issues.

CLEAR Registered Traveler Denver, CO 2007 - 2008

Shift Supervisor

● Organized and directed staffing needs at TSA airport security checkpoints.

● Held daily staff briefings and provided technical training for support staff.

● Communicated TSA security regulation updates to staff and travelers. Kirby Vacuums, San Jose, CA - 2003 - 2006

Team Leader - Outside Sales

● Organized cold call canvassing, sales training and technique seminars.

● Provided closing assistance for sales staff and attained a 33% closing average.

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