Thomas Jenner Email & Phone Number

Orange Park, Fl, Us

Jacksonville, Florida, United States

Jacksonville, Florida Area

Creatively and proactively address customer concerns, complaints, and questions via Twitter, Facebook, Amazon Help Communities, and other emerging social channels; Communicate with leadership to provide requested examples or other information to assist in the timely resolution of issues; Monitor forum answers and respond to posts or comment on behalf of Amazon (within SLA) that didn’t receive an accurate answer; Understand current processes and policies, expert knowledge of Help pages (Retail) and general knowledge of other skills (i.e. Digital, Kindle, Seller Support, Audible); Audit the quality and accuracy of forum replies from community users and super users, taking action to provide correct guidance as needed; Identify and analyze issues, patterns and trends in customer requests, and assisting leadership with surfacing these findings to the appropriate business teams; Escalate Systemic Issues and follow up according to the CS Forum Moderation Guidelines (i.e. Andon Cord, Trouble Ticket, Contact Coaching Form, ACES Issues Pipeline, etc.); Identify sensitive issues and collaborate with the appropriate stakeholders (i.e. Community Manager, Knowledge Management, ECR, Digital Teams, PR, Retail Teams, etc.) to create a response; Partner with global teammates to establish and maintain consistency in social voice; Contribute to a positive team environment by: Aiding teammates with difficult customer contacts (i.e. proofreading, documentation, sharing best practices, suggesting succinct phrasing), Sharing information learned from various interactions with other departments, Proposing new or correcting old social domain and customer facing information; Serves as a role model by displaying good judgment, a positive work ethic, strong interpersonal skills, adherence to company policies, and a commitment to excellent customer service; Successfully completes approved special projects as permitted by leadership and business needs; Subject Matter Expert and new hire trainer.

Jacksonville, Florida Area

Handling complex fraud/scam escalations; thinking outside of the box for resolution of victims; Team mentor; Trained new CPR agents to prepare them for successful transition in role; Team POC for when manager is absent; Leading team meetings; THRIVE graduate: successful completion of leadership program; Management of several ticket queues in CPR; Coached peers to assist with positive engagement, reducing RAP, AHT, and other metrics; focusing on coaching to behaviors that drive numbers.

Robbinsville, Nj 08691

Installed and maintained computer operating systems and networks; performed system configurations and managed point-of-sale system; Updated company website on a daily basis and troubleshoot technical issues; Provided technical customer support to ensure quality of service; Collaborated with company executives regarding technical matters and resolutions.

Skillman, Nj 08558

Assisted with the troubleshooting and resolution of computer networking issues; Created and organized spreadsheets and reports to increase productivity; Trained new employees on applications and procedures; Worked with MSDS and CofA documentation; produced experimental batches with team members.

Plainsboro, Nj 08536

Responsible for computer data entry and timely turnover of clients’ charitable donations; Analyzed stock quotes, company analyses; Day-to-day customer relations.

Diploma, Internetwork Engineering

Courses: CompTIA A+ Practical Application CompTIA A+ Essentials CompTIA Network+ CompTIA Security+ Windows XP Professional Windows 7.

Diploma