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Jonathan
Customer Service & Team Leader at Passbook with 10+ years in Digital Banking and Customer Support
Contacto
Competencias
Delivering exceptional customer support across multiple channels, resolving issues efficiently, and ensuring satisfaction.
Leading teams to achieve performance targets, monitor quality, and foster a collaborative work environment.
Implementing metrics and dashboards to track contact volumes, call quality, and operational efficiency.
Providing technical support, resolving transaction issues, and ensuring regulatory compliance within digital banking platforms.
Analyzing complex cases to develop effective solutions, improving customer experience and operational outcomes.
Educacion
Idiomas
Resumen
Dedicated professional with over a decade in customer support, team leadership, and digital banking. Proven ability to enhance service quality, optimize operations, and lead high-performing teams in dynamic environments.
Logros Clave
- Led a team of associates to consistently meet and exceed departmental KPIs and action plans.
- Developed comprehensive dashboards and reports to optimize call volume management and case tracking.
- Enhanced customer satisfaction by implementing effective escalation and problem-solving strategies.
- Managed multi-product monitoring, ensuring compliance and operational efficiency across all contact channels.
- Provided exceptional virtual assistance and technical support, improving service quality and customer retention.
Experiencia
Customer Service Rep
Provide assistance to customers with one of the biggest banks industries in the US, perform balance transfers, explain the type of rates on the credit cards, perform payments.
Customer Service Rep
Provide exceptional assistance to customer in regards of their electricity bill, explain the way their electricity was distributed, attempt to collect money from the customers whom were not able to provide payments.
Account Supervisor Group
Review calls from frontline agents that could be causing LOIEs, Provide alternatives to customer who ask for supervisor, inform the customer detailed information about the breakdown of their electricity bills, validate Sales from Agents for warranties
Virtual Assistance Representative
Perform Refractions to determine the prescription of the eye, analyze the eye diseases with several patients at the day.
Retention Specialist
Retain customers who call to Cancel a natural supplement, deliver excellent customer service.
Customer Service Representative
Provide Exceptional Customer Service through the channels of chat and email to customers inquiring in regards of their remittances.
Digital Banking Specialist
Deliver excellent customers and be the first point of contact for customers who encounter issues with their card transactions and regular inquiries.
Digital Banking Escalations
Going above and beyond for escalated customer issues, ensure all resources were used to provide unique solutions and provide compassionate feedback if needed.
Customer Behavior Investigator Tier I - III
Determine unusual patterns for customers' accounts, ensure all customers are following the terms and conditions of the account, provide weekly reports to Seattle as far as findings and rules that can be implemented to reduce the amount of bad actors.
Team Manager
Lead a team of associates to ensure to meet their metrics and achieve their action plans, ensure to reach the department KPIs quarterly, perform monitoring for Call quality and ensure associates are following the standardized procedures set by the company.
Multiproduct - Team Manager
Perform monitoring for all products in the program, perform reporting for contact volumes and create reports of case management along with the creating of dashboard to manager call volumes to ensure coverage.