Customer Experience & Service Operations Specialist

JEREMY CARPENTER

******.***********@*****.*** • (346) 463 - 1914 • https://www.linkedin.com/in/jeremyicarpenter/ SUMMARY

Customer Experience Specialist with over 10 years of experience driving operational excellence and service delivery within fast- paced call center operations. Recognized for a data-driven approach to performance management, utilizing root cause analysis to eliminate bottlenecks and optimize key performance indicators (KPIs). Adept at aligning vendor partnerships with core business goals while building high-performing support protocols that champion brand advocacy. Proficient in advanced Microsoft Office suites to streamline complex workflows and translate operational insights into actionable process improvements. EXPERIENCE

ezCater, Customer Service Agent

Aug 2022 - Jun 2026

• Managed end to end fulfillment of 50+ daily orders, consistently upholding strict quality benchmarks and service excellence.

• Resolved multichannel inquiries via phone and email using proactive problem solving to ensure an optimal customer experience.

•Partnered with catering vendors to align logistical execution with client expectations and elevate overall service standards.

• Thrived in a fast paced environment, demonstrating high adaptability and cross-functional communication to drive operational success.

Comcast, Customer Service Associate

Jun 2019 - Jul 2022

•Resolved complex inquiries across billing, technical support, and help desk channels under strict SLAs.

•Drove revenue growth by cross selling tailored Xfinity Internet, Mobile, and TV solutions to meet customer needs.

•Optimized troubleshooting protocols to accelerate issue resolution and maximize first-contact satisfaction scores.

• Maintained a consistent record of high performance, reliability, and service excellence within a fast-paced environment. The Session Worldwide, General Manager

Aug 2014 - Jan 2025

• Oversaw quality assurance for audio and video content, ensuring high standards of production.

• Managed marketing campaigns across email and social media, enhancing brand visibility.

• Scheduled radio broadcasts and facilitated global talent acquisition to support diverse programming.

• Led video production initiatives and maintained the company website, optimizing user experience. Allied Universal, Security Professional

Jan 2014 - Dec 2017

•Maintained comprehensive facility safety and secure environments for staff and clients across five downtown Minneapolis government buildings.

• Monitored high-density access points utilizing multi-camera surveillance networks and executed rigorous weapons screening protocols.

• Served as an emergency First Responder, swiftly mitigating security threats and de-escalating high-conflict verbal confrontations.

• Union steward at SEIU local 26, involved in contract negotiations, employee grievances, and benefit awareness. VIKING SECURITY, Security Officer

Feb 1999 - Dec 2014

KFAI 90.3 FM HD - Fresh Air Community Radio, On Air Personality & Programmer (DJ Special Dark) JEREMY CARPENTER - page 1 of 2

Dec 1999 - Jan 2012

•Hosted and produced "The Session Mix Show," an award winning radio program, managing all aspects of broadcast production.

•Conducted high profile live interviews with local and national artists to drive audience engagement and listener growth.

• Planned and executed large scale promotional events showcasing emerging music artists and fashion designers.

•Maintained strict FCC compliance across all broadcasts, leveraging professional board certification to ensure regulatory adherence.

SALVATION ARMY HARBOR LIGHTS DETOX 2, SECURITY SITE-SUPERVISOR Oct 1996 - Mar 1999

• Directed daily safety operations to protect nursing staff and clients under the influence of substances.

• Managed shift assignments for optimal team attendance and efficiency in a 24/7 facility.

• Provided training for new employees, enhancing team capabilities and service quality.

• Conducted regular patrols and monitored security systems to prevent unauthorized access and theft. EDUCATION

Corliss High School

High School Diploma • General Studies

SKILLS

Zendesk • Microsoft Office • Adobe Audition • Canva • Cross-Cultural Communication • Complex Issue Resolution • Customer Relationship Management (CRM) • B2B Saas • MacOS • Windows HONORS & AWARDS

The Session Mix Show

The City Pages •

"The Session" as the Best Hip-Hop Radio Program in its 2006 "Best of the Twin Cities" awards. JEREMY CARPENTER - page 2 of 2

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